Problem Description
When a user attempts to manually activate the inSync Client on a Windows device by entering their username and password, they receive an "Unauthorized" error message, preventing successful login and device activation.
Error description
The inSync client fails to validate the user credentials and returns a invalid session token after the user enters their username and password. This usually occurs due to cached or corrupted local profile data.
The inSync Client reports an "Unauthorized" access or login failure immediately after a user inputs credentials during manual client activation on a Windows machine.
Screenshot:
Solution:
This issue is often resolved by clearing the locally cached data that may be corrupting the authentication process. You can perform the following steps on the affected device:
Stop Services: Stop the inSync Client Services and close all open related processes from the Windows Task Manager (End Task).
Rename Folder: Navigate to C:\ProgramData and rename the "Druva" folder to "Druva_old".
Restart & Retry: Restart the inSync Client Services and attempt to activate the device again.
Alternative Workaround (AuthKey):
Alternatively, you can use the AuthKey option to activate the device, which bypasses the manual username and password login screen entirely. Please find the steps in this document: