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Druva Documentation

Unable to add guest user

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This article applies to:

  • Product version: All versions of inSync Cloud and On-Premises

Problem description

inSync displays the following error message while adding a guest user as a collaborator:

Successfully saved changes. Could not add <guest_userID> as guest(s).


Druva issues 50 guest user licenses to each inSync Cloud and On-Premises customer. If your users have used up all the 50 guest user licenses and are trying to add more guest users as collaborators, inSync shows this error.


For On-Premises deployments:

  1. Check the inSync Server logs (Cportal.log) for the below error while adding the guest user:

    [2017-04-05 09:23:40,328] [ERROR] Error occurred when creating guest. Error : Internal error. (#100000001)

    [2017-04-05 09:23:40,345] [INFO] Successfully added ids :[] Failed to add ids : [] Failed to add guests : [u''] Successfully edited permissions of ids : [] Failed to edit permissions of ids : [] Successfully removed ids : [] Failed to remove ids : []

    Traceback in the inSyncCloudServer log shows :

    [2017-04-05 09:23:40,328] [ERROR] Error <type 'exceptions.Exception'>:Number of licensed guests exceeded.. Traceback -Traceback (most recent call last):
      File "inSyncLib\inSyncRPCServer.pyc", line 98, in call_method
      File "inSyncLib\inSyncRPCBase.pyc", line 1131, in call_method
      File "inSyncSrv\inSyncAPIServer.pyc", line 265, in _dispatch
      File "inSyncSrv\inSyncAPIGuest.pyc", line 88, in create
      File "inSyncLib\inSyncUser.pyc", line 3869, in CreateGuest
      Exception: Number of licensed guests exceeded.

  2. For On-Premises, log on to the inSync Management Console and go to  AdminSettingMenu.png > Settings and perform the following steps:

    1. Click inSync License

    2. Check the Guests user license count under License Summary.
      If the Guest licenses are 50 then make a note of the License Key and share the same with the Druva Service Desk team when you request for more licenses.

For Cloud deployments:


  1. Log on to inSync Management Console.

  2. Go to CPortalUserInfo.png > My Account.

  3. Under Customer Details if the count against Guest users is 50, contact Druva Service Desk to increase the guest licenses.