Datto Drive: Error - Unable to Sync Journal

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Scope

This article provides troubleshooting steps to resolve the Datto Drive error message "Unable to sync journal."

Cause

This error can be caused by: 

  • Adding a folder without proper user permissions
  • A directory without proper permissions
  • The app not running under the correct permissions

Resolution

1. Ensure all users have full read/write permissions on the local machine when syncing directories

2. Ensure the Datto Drive app is installed and running under an administrator account, or with sufficient permissions to read/write & execute files.

3. If you have verified that the application and users have the correct permissions, remove and re-add the machine's folder sync connection.

Recreating the connection

1. Right-click the connection and click Remove folder sync connection, as shown in Figure 1.

 Figure 1: Remove folder sync connection


2. When prompted, click Remove folder sync connection. 

Figure 2: Confirm folder sync connection removal


3. Re-add the folder connection by clicking Add folder sync connection and specifying the path of the             folder you wish to add. 

Figure 3: Re-add the folder sync connection


If the issue persists, remove the .csync _journal directories located in the sync folder by performing the following steps:

1. Open the destination folder on the target machine.

Figure 4: Open folder

2. From the Windows Explorer View tab, check the Hidden items box.

Figure 4: View  → Hidden items


3. You should see 3 .csync_journal files, as shown in Figure 5. Remove them, and restart the sync.

Figure 5: .csync_journal files


If the .csync files do not rebuild, investigate a larger permissions issue in your production environment. As an example, a NAS share may have received a firmware update which resets its drive permissions, resulting in this error.

If you have attempted all of the above steps, enable logging, recreate the error, and open a ticket with Datto Technical Support with logs attached for further assistance.

 


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