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xxefsxx
xxefsxx
Participating Frequently
January 17, 2017
Answered

Sync problems

  • January 17, 2017
  • 1 reply
  • 1305 views

Hi there, my app does not want to sync with cc, has anyone run into issues like this?  I have no idea where to start even.  I have contacted customer service but they directed me to the forum.  I have signed out and back in but still no joy... I don't want to loose my library on my mobile so I am not sure what to do here.

Any advice will be greatly appreciated.

Thank you x

This topic has been closed for replies.
Correct answer Sue Garibaldi

I have now created a new library, but how do I move the assets from the old library?  Apologies for my ignorance, I have played around and cannot find anything that copies it...


Eugenie.

I'm so sorry. I thought I'd given you instruction about how to do that:

* Tap on any asset you want to move. Once it opens in the Preview screen tap on the three dots in the upper right hand corner. Tap Duplicate. A pop-up menu will open and in it you'll have the ability to choose the library you want to move it into.

Do a couple of those, then log in to https://assets.adobe.com/assets/libraries and check to see if the assets have synced.

Let me know.

Sue.

1 reply

Sue Garibaldi
Community Manager
Sue GaribaldiCommunity Manager
Community Manager
January 17, 2017

Hi X.

Sorry the app's not syncing. A few questions:

What version of Capture are you using?

What mobile platform and what version of the operating system are you using?

What device are you on?

When you log in with your Adobe ID to Adobe Creative Cloud, are any of your Capture assets there?

Let me know so I can help you figure out out what's going on.

Sue.

xxefsxx
xxefsxxAuthor
Participating Frequently
January 17, 2017

Hi Sue, thank you for responding..

I am using version 2.3.502

Mobile is android and version 6.0.1

I am on an Xperia Z5 (E6653)

I was able to sync the very first images I took so about half of the assets are in my library on cc.

Does this help?

Eugenie

Sue Garibaldi
Community Manager
Sue GaribaldiCommunity Manager
Community Manager
January 17, 2017

HI Eugenie,

Yes. It does. You're using an older version of the app, but before you update it can you check a couple of things:

*  First, double-check your network connection; I notice on Android often that it shows "connected" but isn't.

* After you check that, go into the Library you're trying to sync and pull down on that screen. That should force a sync to the Cloud.

* Then, log in with your Adobe ID to https://assets.adobe.com/assets/libraries and see if any additional assets have synced.

* If they don't sync on first try, give it one more try.

If your assets don't sync on a force, give this a try (make sure you're doing this with a good internet connection):

1) In Capture, create a new library with a new/different name.

2) Wait for this new library to be synced to Creative Cloud (check it on http://assets.adobe.com/assets/libraries)

3) Move a few assets from the library that won't sync to this new library.

4) See if those assets in that new library sync.

Let me know how things go.

Sue.

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