How to use this guide: if you're looking for a specific error message, just hit the search function on your web browser :)

Initialization failed

  • This is due to an account's corrupted database

  • Remove, then re-add the account

Base folder is missing

  • Did you unplug any peripherals (external drive, disconnected network drive, etc.)? If so, this is expected. Plug it back and the error should go away.

  • Did you rename any base folder? On Linux, renaming a base folder leads to this error.

  • How to resolve the error message:

    • Quit Insync

    • Recreate missing base folder with its contents (if possible)

    • Restart Insync. If the error doesn't go away, click Retry.

  • Option 2: remove, then re-add the account and select the correct base folder.

Invalid characters (trailing spaces)

  • Delete the trailing spaces and/or rename invalid characters. Not sure which one it is? Email us: support@insynchq.com

[WinError 32]: The process cannot access the file because it is being used by another process: <path>

  • Try to shut down any running software that might be using the file including in the cloud

  • Restart Insync

Authentication token is invalid

It’s expected that your proxy settings and VPN configuration may trigger the prompt to appear. The former will auto-retry after a few minutes based on our engineer’s investigation, but you can simply click Add Account on the upper right of the Insync app to re-authenticate your account for a quicker solution (See Steps 2 & 3 below on this section).

The latter use case triggers the cloud provider to think that there's suspicious activity and requires the user to log in again as a way to authenticate the account when the IP address changes. Here is a related topic.

A third possibility is if you are connected to a commercial or corporate network.

If none of the three use cases applies to you, please follow the steps below.

  1. Collect Set 1 of your log files (logs.db, out.txt)

  2. Re-authenticate your account by clicking "add account" on the upper right without removing your account from Insync

  3. Collect Set 2 of your log files when the Authentication Token error message pops up again.

  4. Send Sets 1 and 2 of you log files to support@insynchq.com.

To avoid data loss…

The best way to 1) remove the unwanted prompt and 2) keep the folder in the cloud so you can access it anytime is this:

  1. Move the folder outside of the local directory. Please expect Insync to remove the cloud copy as well since it is a 2-way sync.

  2. Disable 2-way syncing of children settings (see screenshot; I will explain this in a bit)

  3. Re-upload the folder in Google Drive web so it is restored in the cloud

  4. Re-enable the 2-way syncing of children settings again

The reason why you would need to do Step 2 is to ensure that the folder is not automatically synced to your local computer just yet (so you can selectively sync it at a later time). Re-enabling it in Step 4 will make sure that any other files you add in the cloud will be auto-synced.

Context: This error message means that you either have ignored rules set for any one file/folder within that directory or there are files that haven't finished syncing to the cloud. If Insync unsyncs the directory, there's a risk that the local files that have not been uploaded to the cloud (either ignored/still uploading) might get permanently lost. We have lined up possible improvements to this behavior. In the meantime, we have received confirmation that clicking the Dismiss button will successfully unsync the directory while making sure that none of the files get lost along the way. :)

Rate limit

  • We recommend uploading these smaller files in separate batches - ie Folder A-E first, then F-J, and so on. If all of the files are being synced to the cloud, you can pause Insync, move some folders/items first, then let Insync finish up with the current queue before putting back the folders bit by bit.

  • This aims to alleviate any bottlenecks in the sync that's causing the sync to timeout and produce rate limit errors. It's a temporary workaround while we work on a more permanent solution.

Dropbox: "path/restricted_content/" error when downloading certain file types

There are certain file types (ie .apk, .zip, etc) that are restricted when downloading from Dropbox. Some reasons include legal restrictions due to copyright claims. We have this and this as references for you. If you try to sync these files, you may get an error such as this:

Unexpected error doing ModifyLocalReg: error code 503

Are you using OneNote? If so:

  1. Try to save your changes on OneNote and restart Insync.

  2. If the error is still present, click RETRY.

Unexpected error doing ModifLocalGDReg: 500: Internal Server Error

It seems like Google fixed this error on their end.

  1. Try to dismiss or retry those errors if they're still in the Attention Required.

  2. Another way to clear them (if retry doesn't work) is to open the file in Google web editor and make a few changes so it syncs back to your computer.

Cannot add [file] directly to Shared base folder

You cannot add a normal file or folder locally to the root of your Shared Drives Base Folder because it does not behave like a Shared Drive. Please remove this file/folder to clear the error and move it to its appropriate directory.

Unexpected error doing AddCloudGDItem: (28, 'Operation too slow. Less than 1 bytes/sec transferred the last 40 seconds')

This is possibly caused by a large transfer that caused a delay in the network. Try to restart Insync. If restarting doesn't work, please reinstall Insync.

AddCloudODItem: invalidRequest: The provided name cannot contain leading, or trailing, spaces.

This is a OneDrive limitation wherein extra spaces at the start of the filename is now allowed.

  1. Remove the extra space at the start of the file name.

  2. Click RETRY on the error message.

AddLocalGDItem: 'NoneType' object has no attribute 'startswith'

  1. Check if you're on the latest version. This was addressed in 3.1.9.

  2. If not, quit Insync.

  3. Install the latest build from our downloads page.

Unexpected error CurlError: (77, ‘error setting certificate verify locations:\n CAfile:/etc/ssl/certs/ca-certificates.crt\n CApath: none’)

If you’re on Linux, run the following commands, then restart Insync:

  1. apt-get autoremove ca-certificates

  2. apt-get install ca-certificates

itemNotFound: Item does not exist

  • Unsync the file in question, then resync

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