Problem
The inSync Endpoint client is not connecting to the Druva server. In the Druva console, the "Last Connected" date for the device remains old, and the last backup status is not updated. No errors are reported in the inSync Client logs. Restarting the inSync client services temporarily resolves the issue, but the problem recurs after a few days.
Use Case
This situation prevents endpoints from performing regular scheduled backups, leading to data protection gaps and compliance risks, as the device is incorrectly reported as "Inactive" or "Not Connected" in the management console.
Cause
This issue is typically caused by external factors disrupting the inSync client's ability to maintain a persistent connection (polling thread) to the Druva server.
Antivirus/Endpoint Security Interference: Third-party security software may terminate or block the inSync client process or its outgoing network ports, disrupting the connection thread.
Network Issues: Intermittent network instability, DNS resolution failures, or misconfigured firewall/proxy rules prevent the client from reliably reaching the required Druva cloud endpoints (e.g., *.druva.com).
Service Instability: The inSync client service may become unresponsive due to resource exhaustion.
Workaround
As a temporary measure to immediately restore connectivity and allow a backup to run:
Restart the inSync Client Service: Restart the inSync client service on the affected endpoint device. This action re-establishes the connection thread with the Druva server.
Resolution
Follow these steps to address the root causes and ensure stable client connectivity
1. Configure Antivirus/Endpoint Security Exclusions
Prevent security software from interfering with the inSync client processes and directories.
Exclude the inSync installation and configuration directories from real-time scanning and process monitoring by your antivirus or endpoint security software.
Refer to the official Druva documentation for the most current and necessary exclusion paths. Exclude inSync folders and processes from antivirus scans, as active antivirus handles can interrupt inSync processes and corrupt local database files.
2. Verify Network and DNS Connectivity
Ensure stable and consistent communication with the Druva Cloud.
Confirm the endpoint can successfully resolve and reach all required Druva cloud endpoints (e.g.,cloud.druva.com and globalapis.druva.com ).
Verify that firewall and proxy settings are correctly configured to allow outbound HTTPS connections on TCP port 443 to the Druva domains.
3. Update the inSync Client Software
Newer client versions often contain critical fixes for stability and persistent connectivity.
Ensure the endpoint is running the latest supported version of the inSync client.
Upgrade the client to benefit from recent stability and network resilience improvements.
4. Monitor System Resources and Health
Instability can occur if the client service is starved of resources.
Verify the endpoint has sufficient CPU and memory. Ensure sufficient network bandwidth is allocated for the inSync Client. If enabled by the administrator, increase the bandwidth allocation. Ensure that the Endpoint profile assigned has sufficient Bandwidth and CPU assigned.
Best Practices (Recommendation)
Adopt these practices to proactively prevent recurring connectivity issues:
Mandatory Exclusions: Always implement the recommended antivirus and security exclusions as part of your standard deployment.
Regular Updates: Regularly update the inSync client across all endpoints.
Automated Monitoring: For large environments, implement automated monitoring and remediation scripts (e.g., via Task Scheduler) to automatically restart the inSync client service if its status indicates loss of connectivity for a defined period.
Proactive Health Checks: Utilize Druva’s Last Backup Status Report and inactivity reports to quickly identify and address endpoints that haven't connected recently.
If the issue persists after completing all resolution steps, collect the inSync client logs immediately and open a support case with Druva for detailed network and process analysis.