I am a long time user of insync. I noticed this issue only this last week where my insync app on Windows will not start. When manually starting the application, I am greeted with an error message titled: Fatal Error Detected. Error description is “Failed to execute script main”.
Insync App 3.8.7.50505 (newest downloadable from insynchq site as of today)
I have not made any changes to my insync settings in recent months. I am unsure what has changed to cause this app to stop working. I have uninstalled insync from my system, rebooted, then installed anew using the install file from insynchq.com. Even a fresh insync app install still fails to launch.
My apologies for the issue! Could you clarify if you did a full uninstallation before reinstalling Insync? This includes removing the %AppData%\Insync folder as shown here.
Yes I followed that guide to uninstall the Insync app, rebooted my machine, then installed insync anew using the executable. The issue is still happening.
What is strange, I have a Windows laptop running the same build of Windows 11 and Insync. The issue is not happening on that machine.
It seems like my machine showing this error has something else installed that is conflicting with Insync. Do you know if there are any dependencies for Insync to run? Perhaps Dotnet framework or python that is required for insync to function properly?
@Nathan_Hancock Could you check any antivirus software that could be blocking Insync from starting? There might have been a recent update that could’ve caused it.
The only AV software I have running is Windows Security. I temporarily disabled realtime protection, and also added the insync executable file to the exceptions list.
Even after a reboot, I still have the same error message.
Is there some kind of log file I can look at to troubleshoot?
I looked in %appdata%/Insync/app/ I cannot find anything with logs or text file to check.
I looked for the log files as described here. The log files appear to be missing as well. Its like the application isn’t starting up enough to even start logging.
I have been a long time user of Insync, and I love the product. Ill happily help troubleshoot and gather any information you need.
I am also investigating my own system for 3rd party applications that may be interfering. I have another windows 11 laptop running the same windows build and insync version that isn’t having any issues.
I wouldn’t be surprised if this was something on my specific machine that was causing the problem.
Hi @Nathan_Hancock, thank you for your patience and willingness to troubleshoot with us!
It’s possible that an AV software might have detected some Insync system files as a false positive and deleted them, which caused the error. A re-install usually fixes this issue but when you do it again, is it possible to exclude the entire Insync folder instead of just the Insync executable from being scanned by the AV software?
I tested this today. I fully uninstalled insync from my machine. I disabled the antivirus (Windows Security) entirely. I also disabled exploit protection settings in Windows app & browser control settings. I rebooted. I re-installed insync, and still see this error message after a fresh install.
I was able to find a solution to this issue. I had to launch the insync.exe file with administrator privileges. This allowed the app to launch properly. I am now seeing more files and folder in the /%appdata%/roaming/insync directory. The application seems to be running correctly now.
Ill test this after reboot, but it doesn’t seem normal to have to launch insync with admin priv every time.
Well, I cannot get insync to start up on boot yet. I will get the same error if I try to start insync without admin priv. Should Insync require administrator privileges to even start up?
Hi @Nathan_Hancock, thank you for all your updates and apologies for the persistent issue. Let me forward this to our engineers to see what steps you can take further!
It might be the case that the default privileges is preventing Insync from running properly. Try to modify the shortcut to Insync to run it as administrator. To do this, please see below.
Search for Insync then click Open file location.
Right click Insync on File Explorer, click Properties.
Go to the Shortcut tab and click Advanced, then check Run as administrator.
