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Druva Documentation

inSyncUSyncer.exe continuously request for credentials

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Problem description

When using the inSync Client, we may encounter a problem where inSyncUSyncer.exe constantly requests for the credentials. This problem can occur during manual or scheduled backups, or both.

Cause

  • The process which is responsible for backup of Outlook data is inSyncUSyncer.exe.
  • The process which is responsible for backup of Outlook data is inSyncUSyncer.exe. 

  • Below traceback points to the issue with concerned Outlook profiles which is causing this issue.

  • Now, if the inSync process experiences any issue while accessing the concerned outlook profile ( maybe it could be stale profile or has some other relevant issue ), the inSyncUSyncer.exe process keeps on asking for credentials.

Traceback

When this issue occurs, below logs are visible in inSyncSClient.log ( C:\programdata\Druva\inSync4\Users\<username>\Logs ) i.e.

​​[2020-09-15 18:53:59,842] [ERROR] Error processing profile: Outlook. Error :(2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[2020-09-15 19:13:59,882] [ERROR] Error processing profile: jan2020. Error :(2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[2020-09-22 09:45:23,767] [ERROR] Error processing profile: jan2020. Error :(2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[2020-09-22 09:45:23,769] [ERROR] Error processing profile: Outlook. Error :(2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[2020-09-23 08:49:10,684] [INFO] abc@xyz.com is an Exchange email store, skipping.

[2020-09-23 08:49:10,739] [INFO] abc@xyz.com is an Exchange email store, skipping.

[2020-09-23 08:55:40,364] [ERROR] Error processing profile: jan2020. Error :(2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

[2020-09-23 08:55:40,365] [ERROR] Error processing profile: Outlook. Error :(2, 'RegOpenKeyEx', 'The system cannot find the file specified.')

Resolution

  • Involve the Outlook team and make sure that the concerned Outlook profile mentioned in the logs has no issues.

  • Try to remove the stale Outlook profile and recreate a new one and this should resolve the issue.

  • If the issue still persists, check with the Outlook team further on this.

Verification

Performing the above steps made sure that the issue gets resolved.