Hi, Your archive counts towards your overall quota. So if you had 10GB in Assets and 10GB in Archive you would be out of storage (20GB) If you then emptied your Archive, you would have 10GB free. Hope this helps. Thanks Warner ... View more

Hi, Are you sure your logged into both machines with the same Adobe ID? is you are, could you send me your logs from both machines. You can do this by installing and running the log collection tool following the instructions on this page: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html Please email the logs to syncforum-communication@adobe.com Thanks Warner ... View more

Hi, Could you supply some more details for this issue? ... View more

Hi, It is only your account that has 100GB of storage, not the invited free users. When a free user uploads data it counts against their quota which is only 2GB. Hope this helps. Warner ... View more

Are you still seeing this issue? ... View more

Have you updated to the latest Creative Cloud version? There have been various performance fixes put in place since this post was created ... View more

Hi Nick, Thanks for supplying your information to us. The logs that you send in indicate that Creative Cloud is having issue with your network (wifi) Could they try on a wired network and see if that solves the problem?. Could you also update to the most recent version of Creative Cloud Version 3.5.1.209 released on 2/14/2016 Thanks Warner ... View more

There has been a further Creative Cloud update this week please go ahead and update, hopefully this will solve any issues your seeing. Version 3.5.0.206 released on 2/11/2016 ... View more

Thank you for bringing this issue to our attention. In order to further understand the behaviour you are experiencing, can you please provide the following details? Adobe ID: Forum nickname: Forum post link: Country: Creative Cloud Desktop Version: What Operating systems are you using: Type of internet connectivity (Ethernet/WiFi): Using a proxy (Y/N): Firewall (None/Corporate/Local): Specific file or folder names that are affected: Timezone of your computer: How many computers you use with Creative Cloud: Are you using Creative Cloud collaboration: A detailed description of your issue: Please send us your log files to enable us to better understand your issue.  You can do this by installing and running the log collection tool following the instructions on this page: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html Please email the logs to syncforum-communication@adobe.com ... View more

Could you tell me what the file is called that was unable to sync? ... View more

Hi, Could you supply more information about the issue your seeing? ... View more

Hi, Have to updated your Creative Cloud to the latest version? there was a release this week "Version 3.5.0.206 released on 2/11/2016" This could fix the issue your seeing, if not please report back and we can start to debug whats happening on your laptop. Some obvious things are: Are you logged into there same Adobe ID on both machines? Has your laptop got any network issues? Is your laptop behind a firewall? Antivirus? ... View more

Hi, Checking over you logs indicates some server issues. The sync server request timed out or the server was unavailable Were you able to fix this issue yourself? Did files sync ever finish?. Some suggestions would be to remove all of your files from Creative Cloud Files then re add them. Another method would be to remove the file sync db and start a fresh to see if the same issue happens again. ... View more

Hi, Could you explain your issue is more detail please? what product are you referring to? Creative Cloud? ... View more

Carl, Were you able to solve this issue? ... View more

Thank you for bringing this issue to our attention. In order to further understand the behaviour you are experiencing, can you please provide the following details? Adobe ID: Forum post link: Country: Creative Cloud Desktop Version: What Operating systems are you using: Type of internet connectivity (Ethernet/WiFi): Using a proxy (Y/N): Firewall (None/Corporate/Local): Specific file or folder names that are affected: Timezone of your computer: How many computers you use with Creative Cloud: Are you using Creative Cloud collaboration: Please send us your log files to enable us to better understand your issue.  You can do this by installing and running the log collection tool following the instructions on this page: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html Please email the logs to syncforum-communication@adobe.com ... View more

Hi, Have you update to the latest version of Creative Cloud? Release notes for the Adobe Creative Cloud desktop app? ... View more

Hi Hind, Can you send me your log files please, so we can investigate your issue. Please alsp supply me the following information in your email. Adobe ID: Forum nickname: Forum post link: Country: Creative Cloud Desktop Version: What Operating systems are you using: Type of internet connectivity (Ethernet/WiFi): Using a proxy (Y/N): Firewall (None/Corporate/Local): Specific file or folder names that are affected: Timezone of your computer: How many computers you use with Creative Cloud: Are you using Creative Cloud collaboration: A detailed description of your issue: Please send us your log files to enable us to better understand your issue.  You can do this by installing and running the log collection tool following the instructions on this page: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html Please email the logs to syncforum-communication@adobe.com Accessing and sending CoreSync log files Please zip up the entire 'CoreSync' folder at the location below and attach it to the email. Mac: /Users/<username>/Library/Application Support/Adobe/CoreSync Windows: C:\Users\<username>\AppData\Roaming\Adobe\CoreSync 'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders: http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win) https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac) Thanks Warner ... View more

Hi Daniel, Can you send me your log files please, so we can investigate your issue. Please alsp supply me the following information in your email. Adobe ID: Forum nickname: Forum post link: Country: Creative Cloud Desktop Version: What Operating systems are you using: Type of internet connectivity (Ethernet/WiFi): Using a proxy (Y/N): Firewall (None/Corporate/Local): Specific file or folder names that are affected: Timezone of your computer: How many computers you use with Creative Cloud: Are you using Creative Cloud collaboration: A detailed description of your issue: Please send us your log files to enable us to better understand your issue.  You can do this by installing and running the log collection tool following the instructions on this page: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html Please email the logs to syncforum-communication@adobe.com Accessing and sending CoreSync log files Please zip up the entire 'CoreSync' folder at the location below and attach it to the email. Mac: /Users/<username>/Library/Application Support/Adobe/CoreSync Windows: C:\Users\<username>\AppData\Roaming\Adobe\CoreSync 'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders: http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win) https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac) Thanks Warner ... View more

Hi, We have had various reports of this and have opened an internal bug for the issue 4100621, which will be investigated by the team. Thanks Warner ... View more

Hi, Did you manage to get the help you were looking for with Adobe customer care?, please let me know if your files were able to get restored. We have an internal bug open for this issue and are currently investigating. Thanks Warner ... View more

Hi Carole, Can you follow the advice above and send me your log files please If you are still experiencing this issue please could you provide us with the following information by sending an email to syncforum-communication@adobe.com: Could you send us your log files so that we can investigate further? (instructions to access and send the CoreSync log files are below) Were all of your files moved to trash or was it just some of them? Do you have any missing files that we could try to recover? Accessing and sending CoreSync log files Please zip up the entire 'CoreSync' folder at the location below and attach it to the email. Mac: /Users/<username>/Library/Application Support/Adobe/CoreSync Windows: C:\Users\<username>\AppData\Roaming\Adobe\CoreSync 'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders: http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win) https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac) Thanks Warner ... View more

Hi, Can you give me a better description of exactly what happened so I can help you further, have you looked in your user home folder for your Creative Cloud Files?. Unless manually deleted by a user, Creative Cloud wont delete a folder's worth of files. You can contact Contact Customer Care for immediate advice (also chat is available) Thanks Warner ... View more

Hi, There was nothing "below" in the email, just blank with a zip attachment. Anyway, I will attach this to the bug that was opened and we will have look into this for you. Thanks Warner ... View more

Hi Carl, Thanks for getting back to me, however, you didn't supply any of the information I required from my post above, you only sent logs. Please fill this information in and send it to me via email. I have opened a bug for the issue your seeing but it requires more information from you. The internal bug number is 4097493. Thanks Warner ... View more