This article covers how to troubleshoot a sync problem between your computer and PreVeil Drive.

Basic Troubleshooting

Checklist

• The computer meets the operating system and browser requirements

• The product version is the latest version
  Which version of PreVeil am I running?
  What is the latest version of PreVeil?

• Add waiting time for synchronization (and encryption) services to process, particularly for large or much nested folders. Maintain power, internet connectivity, and OS attentiveness.

• Move the file out of the sync directory and return it to the original location

• Run a key menu diagnostic (Windows, Mac)

• Restart PreVeil services (Windows, Mac)

• Reboot the computer

• Add antivirus exceptions for PreVeil

Advanced Troubleshooting

• Reset the local store node and wait for it to rebuild

• Reset the device key

• Read the filesync logs.

  • Open file explorer and go to %localappdata%\preveil\drive\logs

  • Locate the filesync_prod_<PreVeil username> log file

  • Search for errors and problems

    • Jump to the bottom (CTRL + End)

    • Open the find function (CTRL + F)

    • Search backward for the problem indication terms (not case sensitive)

      • error

      • fail

    • Copy the relevant lines and file a PreVeil Support ticket

Volume of Data

If you are planning to synchronize a great amount of data to PreVeil Drive (such as in a file migration) please contact PreVeil Support for assistance and project planning.