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Repairing sync by removing the faulty PreVeil Customer Materials folder

Repairing sync by removing the faulty PreVeil Customer Materials folder

Overview

Occasionally, synchronization issues may arise due to a corrupted or deprecated PreVeil Customer Materials folder. This article outlines the process to repair sync by removing the faulty folder both from PreVeil Drive and locally.

Prerequisites

  • Administrative access to the affected system

  • Familiarity with PreVeil Services management

  • Command Prompt access (Windows)

Steps to Repair Sync

1. Authenticate a Web PreVeil Session

  • Start by going to the Add Device setting on the desktop user and clicking Continue.

    image-20251214-205724.png

     

  • Open a new browser tab, go to Web PreVeil, and authenticate through the previous step’s Add Device page.

  • Ensure you have access to the Drive where the PreVeil Customer Materials folder resides.

2. Remove the Folder from PreVeil Drive

  • Navigate to Drive in the web interface.

  • Locate the PreVeil Customer Materials folder.

  • Click the ellipsis and select Hide.

  • Confirm the Hide action.

Hiding the folder effectively deletes it in the PreVeil Drive.

3. Stop PreVeil Services

  • On the affected machine, right-click on the Key Menu icon

    image-20251214-205250.png

  • Place the mouse cursor over Power Options

  • Select Stop PreVeil Services and, if needed, approve the UAC prompt

4. Manually Delete the Local Folder

  • Navigate to the local OS PreVeil Drive directory.

    • Usually C:\Users\<Username>\PreVeil-<Email Address>

  • Locate the PreVeil Customer Materials folder.

  • Delete it manually.

  • If standard deletion fails, use Command Prompt:

rmdir /s /q "C:\Path\To\PreVeil Customer Materials"

(Replace the path with the actual folder location.)

5. Restart PreVeil Services

  • Return to the Key Menu

  • Go to Power Options and click Restart PreVeil Services

  • Verify that synchronization resumes without errors.

Notes

  • This procedure should only be performed when the PreVeil Customer Materials folder is confirmed to be faulty or deprecated.

  • If issues persist after following these steps, escalate to PreVeil Support with logs for further analysis.