Participant

Cloud Documents synchronization problem (something went wrong)

Forum|Forum|10 months ago
March 17, 2025
3 replies
587 views

Version of the app 6.5.0.348
Platform and OS version: Windows 10 Enterprise (at work) Windows 10 Pro (at Home)

Hello, I'm new to Creative Cloud, I just recently purchased a subscription for myself.
I saved several documents to the Cloud from my work PC (Win10) and would like to open them from my home PC (Win10) I installed Creative Cloud desktop and everything looks fine I see Creative Cloud Libraries but Cloud Documents shows an error try later. Through a web browser (Google Chrome) all files are available. And if I click the refresh button under cloud storage, the download wheel just spins and nothing happens (I waited for hours).
Reinstalling the CC and cleaning the Creative Cloud Cleaner Tool did not help, I saw here the advice to delete the file \CoreSync\options.tix but I don't have such a file at all. I understand that I'm in a transition period to a new cloud file synchronization system, but maybe there is a solution or advice so that I can use Cloud Documents normally.
I attached a few screenshots if you need anything else please ask)

Files and libraries

kglad

Community Expert

use a web browser to navigate to the following locations. at each location there are several folders/link to check.:

https://assets.adobe.com

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

if you delete anything from any of these locations, check for a deleted folder where your file(s) was (were) moved. if you want to clear space you must delete files in the deleted folder. the used storage shown at each of those four sites (when totaled), should match the space shown used by your cc files.

David__B

Adobe Employee

Hi @Паша36474005qdu3

In addition to the suggestions from kglad you might also want to try temporarily disabling any security, firewall, VPN, or pop-up blocking software to ensure it is not somehow restricting access. If you continue to have difficulties I'd suggest reaching out to and working with our support directly. They can be reached here: https://adobe.ly/4hci5FP

Best,
Dave

П

Паша-S1N3RAuthor

Participant

I tried that and it didn't work. The cc desktop app reload but the problem is still there.

kglad

Community Expert

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

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