Another "Retrieving your account" issue [deployed a fix]

Scott_Moore · January 24, 2024, 11:46pm

Yes, waiting for Insync to finish setup on Solus 4.5 with endless “Retrieving your account’s license/plan…” after signing in via browser.

I’m letting it run for a while, as others seem to have this issue from time to time.

-Scott

Anna70 · January 23, 2024, 11:22pm

Same here.
I just created an account to be able to report this problem.
I see others have had this problem in the past, but their solutions aren’t working anymore apparently.
I’m on Linux Mint 21.3

Sam_Crawford · January 23, 2024, 10:51pm

Same issue here. A new install of Ubuntu and it hangs forever.

anoopraw · January 23, 2024, 11:19pm

Same issue here on Ubuntu 22.04 since today afternoon around 1:30pm PDT.

Anna70 · January 24, 2024, 12:49am

I thought that maybe rebooting could change something, so I gave it a try.
Actually, rebooting did change something, but now I have the “expired license” problem. Hitting “refresh” does not change anything.

Yader_Centeno · January 24, 2024, 1:14am

I have the same issue and did the restart with no change on anything

mia · January 24, 2024, 2:04am

Thank you for posting here and my apologies for the trouble!! Let me alert our engineer regarding this issue.

cfgnunes · January 24, 2024, 2:30am

Same issue here on a fresh Ubuntu 22.04.3 installation with Insync 3.8.7.50516-jammy.

Tanis · January 24, 2024, 2:50am

I’m seeing this also on EndeavourOs from AUR, version 3.8.7.50516-1.

Retrieving your account’s license/plan.
Screenshot_20240123_194944

fatih_koca · January 24, 2024, 5:31am

same problem with debian 12.1 and LMDE 6 with Google Drive

edisso10018 · January 24, 2024, 9:15am

Any chance you get your license server running again?

dipesh · January 24, 2024, 11:46am

Hi guys,

Sorry about the inconvenience that you had to face. This happened due to our reliance on Google Cloud Logging service which faced a downtime resulting in our license request timeouts. We have now improved our implementation and it should fix the issue for most users. We are continually monitoring the issue and working on improving it further to avoid re-occurrence.

Thank you for your support and patience!

Anna70 · January 24, 2024, 1:05pm

Thank you @dipesh, it is working correctly now.

mhalenka · January 25, 2024, 11:54am

The “Retrieving your account” message is still poping up for me, on a fresh install on MacOS 14.3 and Insync 3.8.7.50505. Is it possible that the issue is still present?

mia · January 28, 2024, 2:29pm

@mhalenka Hello! Apologies for the trouble. There was an incident for the same issue around the time you posted, and our engineer deployed a fix shortly after.

Could you please let me know if it persists?

mhalenka · January 29, 2024, 10:31am

It seems working for me, thank you for letting me know.

anoopraw · February 2, 2024, 5:09pm

On Debian Bookworm, I’m stuck as shown in the screenshot even after authenticating my OneDrive account.

mia · February 5, 2024, 8:35am

Hi @anoopraw! Could you let me know if this still persists today? If it does, let me know if you’ve tried to do the following:

Reinstall Insync
Try a different network connection

Thank you!