Windows - Insync is showing a blank, white UI

Bugs and issues Windows
1

Hello, everyone.

We have received some reports from our Windows users where Insync opens as a blank, white screen. Our engineers have been alerted of this bug and this issue is now under priority investigation.

If you’re affected by this bug, we’re investigating the possibility that your anti-virus software might be causing the issue. It would be helpful to check if there have been any recent updates that could have started blocking Insync. Please also check Windows Security > Protection History on your Windows computer to see if there are any recent updates that might show Insync being blocked.

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If you’ve already verified that your anti-virus isn’t blocking Insync, please follow the instructions below to send a detailed report to our Support Team.
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  1. Quit Insync

  2. Collect your logs.db and out.txt files. These files can be found by pressing the Windows key on your keyboard and typing %AppData%\Insync on the search bar.

  3. Delete the App/cef_out.txt file.

  4. Restart Insync. Assuming the white UI issue persists, close Insync.

  5. Collect the App/cef_out.txt. Steps 3 to 5 are meant to isolate the logs related to this issue.

Afterwards, please also follow these steps:

  1. Open the Command Prompt via Windows + R and type in cmd

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  1. Navigate to Users\<user>\AppData\Roaming\Insync via cd, like this:

cd C:\Users\<user>\AppData\Roaming\Insync

  1. Run the following command. This command lists all the Insync system files and writes it to a file AppData-Files.txt:

dir /s /b | sort > AppData-Files.txt

  1. Send the AppData-Files.txt, alongside the logs.db, out.txt, and cef_out.txt to support@insynchq.com. Do not forget to include the link to this Forums post.

Thank you!

3

I have Insync installed in 3 computers and it just does not work in any of them.
I opened a ticket 15 days ago and haven’t got even a workaround so far.
it’s disappointing to note that the main difference between Insync and OneDrive/GoogleDrive is that OneDrive/GoogleDrive work. :frowning_face:

4

@Fabio_CM I have responded to your email, and thank you so much for sending the requested information regarding the Insync-cef.exe process.

Your frustrations and overall sentiment regarding this Insync issue is extremely understandable. I am working closely with our team to make sure I relay all updates to affected users as soon as possible.

5

UPDATE:

Our engineer-in-charge has discovered a common factor among all the reports we’ve received. It seems like it is affecting Windows users who have set their language to Portuguese, and their region settings to Brazil. We are testing this possible lead, and will update as soon as we have more information at hand.

6

Even after changing Windows language to English and region to United States, I can’t login. Using alternative login method leads to this:

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7

Hello @Reuben_Palmer! My apologies for the trouble! Your issue seems different and might not related to the post as it discusses a blank, white UI.

Could you please send an email to support@insynchq.com with the following:

  • Your logs.db, out.txt. and settings.db file. For Windows computers, these can be found by searching for %AppData%\Insync.
  • The link to this Forums post

Thank you very much!