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Druva Documentation

Troubleshoot the inSync mobile app

Supported inSync mobile app versions:3.5 or later

This section provides information about how you can troubleshoot the inSync mobile app.

Issue: Unable to use port 443 on iOS devices that have older MDM profiles

To resolve this issue:

  • Open the outbound port 6068 or the configured MDM port on the inSync Server. Currently, the MDM communication uses port 6068.

Or

  • Manually remove older MDM profiles from the devices, and then install new MDM profiles.

Issue: Unable to log on to the inSync mobile app

To resolve this issue, ensure the following:

  • Your mobile device is connected to a cellular data or a wireless connection.
  • You entered the correct password to log on to the inSync mobile app.
    • If this is your first device on which you are activating inSync, use the password mentioned in the inSync account activation email.
    • If you changed your inSync account password in the inSync client, ensure that your password is same as your inSync client password.
  • If you are logging on to an On-premise account, ensure you entered the correct URL of the inSync Master.
    The activation email that you receive from your inSync administrator contains your credentials and the inSync Master URL, which you require to log on to the inSync mobile app.

Issue: Unable to download a file

To resolve this issue, ensure the following:

  • Your mobile device is connected to a cellular data or a wireless connection.
  • The size of the file that you are downloading does not exceed 50 MB.
  • The size of the file that you are downloading does not exceed the cache limit. If the file size exceeds the cache limit, ensure that you clear the cache on your mobile device and increase the cache size if required. For more information on how to clear your cache, see Clear the cache on your mobile device.

Issue: Backup status shows Last backup unsuccessful

To resolve this issue, ensure the following:

  • Your mobile device is connected to a cellular data or a wireless connection.
  • Ensure that you have provided the inSync mobile app access to the folders that are configured for backup.
  • The connection between inSync and inSync Master is not interrupted.

If the issue persists, contact your inSync administrator.

Issue: Unable to restore backup data

To resolve this issue, ensure the following:

  • Your mobile device is connected to a cellular data or a wireless connection.
  • The connection between inSync and inSync Master is not interrupted.

If the issue persists, contact your inSync administrator.

How do I report an issue?

If you face any issues while using the inSync mobile app on your mobile device, you can use the Report a problem feature to contact your inSync administrator. By using the feature, you can send an email to your inSync administrator describing the problem. The inSync mobile app automatically attaches the inSync log files as a zip file in that email.

To report an issue

  1. On the inSync mobile app sidebar, tap Settings.
  2. In the General area, tab About inSync.
  3. Tap Report a problem. The Send log file window appears.
  4. Tap the email client configured on your device.
  5. In the draft email, type the email address of your inSync administrator.
  6. Tap Send.