Problem description
An issue can occur with the inSync client on Windows endpoints that generates the following popup and error “Could not connect to inSync Service” as displayed in the image below.
Cause
This issue occurs when the inSync.cfg file has become corrupted. The corruption of the inSync.cfg file can occur due to the following items.
Antivirus scan
Disk issue on the system
Some other application having a handle
Network interruption or system crash when the .cfg file was being modified
Resolution
If the issue occurred due to the interference from a third party application or anti-virus software, please refer to the article titled Antivirus recommendations for inSync Client for resolution of the issue.
If the issue is caused due to other reasons, use the following steps for resolution:
Stop inSync Client service.
Stop all the inSync processes running on the system. Kill the process if required.
For example, verify whether all following processes running on the system are either stopped or killed:inSync.exe
inSyncAgent.exe
inSyncCPHwnet64.exe
inSyncUSyncer.exe
Most inSync process names begin with inSync
Rename existing inSync.cfg to inSync.old. The inSync.cfg is located in the path “C:\ProgramData\Druva\inSync4\users\<user_name>”.
In most cases it will be necessary to display hidden folders in Windows Explorer to be able to see the “ProgramData” folder on the drive and to be able to access the inSync.cfg file.
Start the “Druva inSync Client Service” service in Windows Services.
Re-activate the inSync client by selecting the device when you start the client.