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Troubleshoot upgrade issues in clients deployed by an MST file
Troubleshoot upgrade issues in clients deployed by an MST file
Updated over a week ago

This article applies to:

  • OS: Windows 8 and 10

  • Product edition: inSync Cloud/On-Premise

Problem description

This article addresses the following failures:

  • Auto and manual upgrade of inSync Client initiated from the inSync Management Console.

  • Uninstall of inSync Client using Add/Remove programs.


Auto or manual upgrade of the inSync Client triggered from the inSync Management Console and uninstall using Add/Remove Programs fails if the client MSI was deployed using an MST file (answer file). Such installation can be upgraded or removed only using the MST file.

❗ Important

Druva recommends to avoid the inSync Client installation using MST files.


The below error is logged in the event viewer when you run the inSync msi package.

Product: Druva inSync 5.X -- Error 1721. There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: saveTokenV2, location: C:\Program Files\Druva\inSync\inSyncAgent.exe, command: -t 2201-14b6ea5f20b99f43c1d4bcb9a17f0d71c4056ca71c9154267789843a13c1033d -m --wpad-url "" --proxy-type "" --proxy-server "" --system-proxy "" --syncshare-path "" --replace-device No --replace-devicev2 No
    --restore-system-settings No --restore-data No --cacheserver 0 --cache-full-block ""


Druva Support will need the GUID of the installed inSync Client to provide you a custom script to address this issue.

Here is how you go about it:

  1. Open the command prompt as an administrator and the this command to get the product GUID

    wmic product where “name like ‘%%Druva inSync%%’” get Name,Version,IdentifyingNumber

    Example with sample output:


    wmic product where "name like '%%Druva inSync%%'" get Name,Version,IdentifyingNumber
    IdentifyingNumber                       Name                                 Version
        {7534B0B0-7CA2-4040-A4F1-7ED4FF70C356}  Druva inSync 6.2.0         

    This is a sample output and may vary based on the inSync Client version installed on your environment.

  2. Provide the product GUID (value under IdentifyingNumber) to Druva Support. You will get a customized script to further address this issue.

See also

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