Vault crash while Shift + drag drop to vault

Help Desktop App
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I’d like to give you a basic understanding of the vault format so that you can figure out what might’ve happened. When you create a new vault, it will create the following structure:

.
├─ d
│  └─ BZ
│     └─ R4VZSS5PEF7TU3PMFIMON5GJRNBDWA
├─ masterkey.cryptomator
└─ vault.cryptomator

In this example, the folder at path ./d/BZ/R4VZSS5PEF7TU3PMFIMON5GJRNBDWA is the so-called “encrypted root directory” of the vault. That’s where all the encrypted files and folders at root level are located. Be aware that the path is different for each vault, this was just an example.

In your error 8V9J:BEQL:BEQL, Cryptomator is unable to locate the encrypted root directory, which must exist. To be honest, I can’t find any reason from your instructions that this folder just magically disappears. Something else must’ve happened.

So… what to do about it?

  1. Make sure that the sync client is up-to-date and shows that it’s fully synced. Make sure that you have a backup of the vault.
  2. Determine the encrypted root directory.
    1. Go to the vault options.
    2. Press “Start Health Check” and follow instructions (“Directory Check” is enough).
    3. Only fix the warning with “dir.c9r (null) points to non-existing directory.”
    4. Unlock the vault and you’ll notice that it’s empty.
    5. Drag & drop the vault drive into the “Locate Encrypted File” drop zone.
    6. The revealed folder is the encrypted root directory.
  3. Check in your vault structure if you can find a similarly named folder (maybe it was renamed by your sync client?) or maybe check your trash of your cloud storage provider if you can find this folder.
  4. If you found it, make sure to name this folder exactly like the one that was created in step 2. Since the new one is empty anyway, you can replace it with the original one.
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