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MacMcCulley
Participating Frequently
May 7, 2021

P: Photoshop 23.0 - "preset sync error message"

  • May 7, 2021
  • 41 replies
  • 9714 views

After installing the latest CC Update 22? I am getting the following error message in Photoshop.

"Something went wrong while syncing your presets. Please try to restart Photoshop to recover."

 

I have restarted about 5 times, including a full cold boot restart but that has not fixed it.

Essentially it is preventing me from using Photoshop because the error message keeps poppin up.

I am using Windows 10, latest update, but not 11.

Surely, someone else has seen this error message. any ideas??? Mike

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    41 replies

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    A
    AnnyLaurie
    Participant
    November 20, 2021

    Since the error message is preventing me from doing anything I can not change the preferences 

    This beyond frustrating as I have a very important project due Wednesday. Photoshop is not working is an unacceptable excuse to have to give a client which is how adobe should feel when this has been happening for awhile and has not been corrected

    AnnyLaurie

    ClaudiaR99
    Community Manager
    ClaudiaR99Community Manager
    Community Manager
    November 17, 2021

    Hello @tinah26585253 , I'd like to make sure I understand the issue. Preset Sync was ON on your computer. Swatches, Gradients, Patterns, Shapes, Styles and Brushes panel had presets. Photoshop was closed. You upgraded to a newer version of Photoshop and when launching, the error message "Something went wrong .." appear and now all the preset panels are empty. 

    Can you confirm the statement of the issue is correct?

    What is the operating system you are working with?

    What is the version of Photoshop that you upgraded to?

    Can you please run logcollector on your machine and share the logs? https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  

    tinah26585253
    tinah26585253
    Participant
    November 12, 2021

    I am only seeing this today AFTER I did that latest update TODAY that I guess was supposed to fix this bug. All my presets brushes and everything are GONE and I'M STILL GETTING THE ERROR? Anything I can do? I keep clicking to get it to go away is the only way to even get into photoshop but all my goodies are gone so it's useless. thanks. 

    J
    Johnhanlon
    Participating Frequently
    November 11, 2021

    Thank you!!! Yep, that was the problem. Appreciate the help. And thanks to all the others who helped as well.

    ClaudiaR99
    Community Manager
    ClaudiaR99Community Manager
    Community Manager
    November 10, 2021

    Hello, I apologize for the inconvenience you are experiencing.  We are working on the root cause of this issue. 

    If you error appears frequently or interrrupts your work, the suggestion is to turn Preset Sync off. 

     

    Please follow the steps below:

    1. Ensure your machine has internet connection.
    2. Close Photoshop on all machines.
    3. If you haven’t done so, back up your presets. Copy preset files from Adobe Photoshop 202X Settings folder to a safe location (Brushes.psp, CustomShapes.psp, Gradients.psp, Patterns.psp, Styles.psp, Swatches.psp).
      MAC: /Users/<user>/Library/Preferences/Adobe Photoshop 202X Settings
      Win10: C:\Users\...\AppData\Roaming\Adobe\Adobe Photoshop 202X\Adobe Photoshop 202X Settings
    4. Launch Ps, go to Preferences > General and uncheck Preset Syncing. Click OK.
    5. When asked if you want to keep the presets in the cloud, user can choose Yes (keeps presets in the cloud and counts toward Library quota) or No (removed presets from the cloud).

     

    Please note that uninstalling, reinstalling and downgrading to a previous version is not a valid or alternative solution for this issue.

      rolfr74694946
      rolfr74694946
      Participant
      November 10, 2021

      Seit dem heutigen Update von Photoshop version 23.01 bekomme ich immer die Fehlermeldung, dass bei der Synchronisierung der Vorgaben ein Fehler aufgetreten ist.

      Dieses Problem besteht auf 2 verschiedenen PC. Auch eine Neuinstallation brachte keinen Erfolg.

      Mit der vorherigen Version bestand das Problem nicht.

       

      LG Rolf

      A
      AH_Photography
      Participating Frequently
      November 5, 2021

      Turning off Preset sync is not a fix!

       

      I already submitted my Logs via log collector.

       

      • I solved this by uninstalling PS (delete settings) then deleting all relevant PSv23 settings in user/appdata/roaming/Adobe/Photoshop(Largest version)
      • Reboot.
      • Reinstalled and its working normally apart from some pre-existing bugs that I still need to report (when I have time).
        ClaudiaR99
        Community Manager
        ClaudiaR99Community Manager
        Community Manager
        November 4, 2021

        Hello @MacMcCulley , @AH_Photography the error you are experiencing will not get resolved with uninstalling/reinstalling or downgrading to an earlier version of he application.

        The best option is to turn preset sync OFF. Preset Sync is a setting per machine. If you have Photoshop opened on additional devices, it's recommended to close before turning Preset Sync OFF on any given device.

        Turning Preset Sync OFF is done via Preferences > Genereal and unchecking Preset Syncing preference. 

         

        If it's possible, please run log collector to get logs for us to investigate.

        Thank you

        ClaudiaR99
        Community Manager
        ClaudiaR99Community Manager
        Community Manager
        November 1, 2021

        Hello @MacMcCulley , @AH_Photography I apologize for the inconvenience. 

        Can you please run Adobe log collector and post output to this thread. We would like to investigate and get back to you as soon as possible.

         

        https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 

         

        Thank you

        A
        AH_Photography
        Participating Frequently
        November 1, 2021

        Yes, same error for me.
        I had this error before with almost every update, usually a uninstall (delete settings) and reinstall fixes this issue, but not this time.

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