How Do I Troubleshoot Issues with the Datto Drive Folder/File Icons

Follow

Question

How do I troubleshoot issues with Datto Drive folder/file icons when using the Datto Windows Sync Client/Application?

Environment

  • Datto Drive

Answer

The installer will install a COM component that holds an Explorer plugin (ShellExtensionHandler) to display overlay icons. Once installed, it listens on a named pipe. Once a client connects, it will inquire about the state of the icon. This article discusses troubleshooting issues with those icons.

If the overlay icons do not appear:

  • Make sure overlay icons was not unselected during installation.
  • Make sure Datto Drive Desktop Client is running and properly set up.
  • Restart Windows Explorer.
  • Download ShExtView and check for OCError or OCOK errors.
  • Open regedit.exe and navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\ShellIconOverlayIdentifiers. It should contain entries starting with OC (such as OCError, OCErrorShared, OCOKor OCOK).

    If none exist, type cmd.exe into a Run or Search window, then right click on the result and select Run as Administrator. At the prompt, type:
    regsvr32 "C:\Program Files (x86)\ownCloud\shellext\OCOverlays_x64.dll" (on 64 bit Windows machines) or
    regsvr32 "C:\Program Files (x86)\ownCloud\shellext\OCOverlays_x64.dll"  (on 32 bit Windows machines.

Figure 1: Look for OC Errors

  • Open regedit.exe and navigate to:
    HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\. Check for keys {0960F090-F328-48A3-B746-276B1E3C3722}through {0960F097-F328-48A3-B746-276B1E3C3722}

  • If none exist, type cmd.exe into a Run or Search window, then right click on the result and select Run as Administrator. At the prompt, type:
    regsvr32 "C:\Program Files (x86)\ownCloud\shellext\OCOverlays_x64.dll" (on 64 bit Windows machines) or
    regsvr32 "C:\Program Files (x86)\ownCloud\shellext\OCOverlays_x64.dll"  (on 32 bit Windows machines.

Figure 2: Search for registry keys

If you have multiple software products installed which use overlay icons, Windows might only recognize the first 15. Click here for external troubleshooting steps for this issue.   

Other applications can sometimes interfere with the Datto Drive Sync Application, causing icon-related issues. Please contact Datto Technical Support for further troubleshooting. 

 


Was this article helpful?

0 out of 0 found this helpful

You must sign in before voting on this article.

Want to talk about it? Head on over to our Community Forum!