team project sync is stuck
- 6 replies
- 25 views
- Translate
Hi,
We have a large Team Project that stopped syncing on one editor's Mac (Germany). It still works normally on our Windows machine (Israel). Customer care chat only gave generic steps, so I'm hoping someone from the Team Projects team can look at this. The Local Hub logs point to a server-side problem.
Setup:
- Premiere Pro 26.5.2 on macOS (it fails the same way on 26.5.1)
- Production ID: 8661a1d4-35fd-7471-14dc-a7bafa498f30
- Remote session: 8661a1d4-35fd-7471-14dc-a7bafa498f30*b6344868-cd27-d0dc-9c8f-87adc69ef934
- Region: an1 (cc-api-teamprojects-an1.adobe.io)
- About 11,000 media locators in the project
What the logs show:
1. The bulk download never finishes. Every pull fails on the same request: .../productions/8661a1d4-...*b6344868-.../<revision>/bulk/get
Each attempt is cut off at almost exactly 60 seconds, with HTTP 504 "upstream request timeout" or NSURLError -1005 ("connection lost"). After 11 retries it logs "Bulk Enclosure Get failed" and rolls back. Data starts streaming before the cut, so the response looks too big to finish within the 60s gateway timeout. This has happened since Oct 26, on revisions 5eecf7e6..., ad2a0c7e... and 4b676a4d…
Example request IDs (UTC):
- 961e910a-ecff-479e-bc39-10e78d15dbce: 2026-11-02 16:21, HTTP 504
- 02c5289e-fc8c-4513-84c9-eadcb53ebcfe: 2026-11-02 16:34
- 9fffc579-a3cb-43df-ace0-50e86d5bb253: 2026-11-04 05:39, ad2a0c7e.../bulk/get
2. With a fresh Local Hub, the project can't open at all. It ends with "Synchronization Failure - could not be synchronized due to a network error", because it needs that same bulk download.
3. With the old Local Hub restored, the project opens, but the session is stuck. The local base is remote revision 5eecf7e6, and remote HEAD is ad2a0c7e. The log shows "EngageSessionConflictState" and "cannot automatically resolve remote and local differences", and every pull (RemoteDiffDuplicator) and push (LocalDiffDuplicator) fails immediately with -1606090343 and "session HEAD does not match transaction required HEAD". "Get latest changes" just sits on "Waiting for Team Project to synchronize...". The editor's new work can't be shared. On Nov 3 and 4 local changes were also discarded three times while trying to recover.
What we've tried: restarts, other networks, a VPN, signing out of and back into CC, clearing the media cache, moving and resetting the Local Hub (this makes it worse), a clean reinstall, and switching between 26.5.1 and 26.5.2.
Questions:
- Can the bulk/get for this production be allowed to complete, for example with a longer timeout or smaller chunks? Can the production be moved to an EU region? The editor is in Germany and the project is hosted in an1 (Tokyo).
- How do we safely get this Mac out of the conflict state without losing the editor's unshared local changes?
Sanitized Local Hub logs are attached (user name and tokens removed). Thanks!
