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