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Answered

Major issue - Adobe's ending of of Cloud Syncing seems to have damaged windows explorer for many

Forum|Forum|2 years ago
February 6, 2024
67 replies
34385 views

Many creative cloud users are reporting that in the past day windows explorer has become very slow with everyone experiencing the same problem. Clicking on folders/files in file explorer causes the cursor to flash 3 times and takes 2-3 seconds to load the folder/file on any disk drive.

The posts below are starting to pop up in reddit help communities and the common factor is that everyone has Creative Cloud installed. I am experiencing this myself on my work system. Adobe needs to get an emergency fix put out for this.

https://old.reddit.com/r/WindowsHelp/comments/1akdopd/windows_10_file_explorer_bug_loading_cursor/

https://old.reddit.com/r/WindowsHelp/comments/1akadgc/file_explorer_delayed_response/

https://old.reddit.com/r/WindowsHelp/comments/1ak85h8/file_explorer_very_slow_clicking/

Correct answer Ruchika Wadhawan

Hi Everyone, we have the fix rolled out for this problem. Please follow the steps below to see to apply the update:

Close any opened File explorer windows.
Open Creative Cloud Desktop App.
From the Help menu -> Select 'Check for Updates'.
This should fetch the latest updates for Creative Cloud Desktop App and will be automatically applied.
Once update is applied, open File explorer and problem should no more be there.

Note: If you are facing any issue in applying the latest update or still see this problem on your machine, please navigate to C:\Program Files\Common Files\Adobe\Adobe OS Extension and rename the file (if present) 'AdobeExplorerExtensionCore.dll' to 'temp_AdobeExplorerExtensionCore.dll'
Please upvote this comment if the problem gets resolved.

Regards,

Ruchika Wadhawan

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Ruchika Wadhawan

Adobe Employee

Thank you @jenniferg50649652 For sharing the log details as well the machine info.

J

jenniferg50649652

Participant

AdobeLogs_20240207_095638_341-win-GS.zxp

msinfo32:

Betriebsystemname Microsoft Windows 10 Pro
Version 10.0.19045 Build 19045
Zusätzliche Betriebsystembeschreibung Nicht verfügbar
Betriebsystemhersteller Microsoft Corporation
Systemname JENNIFERS-PC
Systemhersteller System manufacturer
Systemmodell System Product Name
Systemtyp x64-basierter PC
System-SKU SKU
Prozessor AMD Ryzen 9 5900X 12-Core Processor, 4001 MHz, 12 Kern(e), 24 logische(r) Prozessor(en)
BIOS-Version/-Datum American Megatrends Inc. 3405, 01.02.2021
SMBIOS-Version 3.3
Version des eingebetteten Controllers 255.255
BIOS-Modus UEFI
BaseBoard-Hersteller ASUSTeK COMPUTER INC.
BaseBoard-Produkt ROG STRIX X570-E GAMING
BaseBoard-Version Rev X.0x
Plattformrolle Desktop
Sicherer Startzustand Ein
PCR7-Konfiguration Erweiterung zum Anzeigen erforderlich
Windows-Verzeichnis C:\WINDOWS
Systemverzeichnis C:\WINDOWS\system32
Startgerät \Device\HarddiskVolume2
Gebietsschema Deutschland
Hardwareabstraktionsebene Version = "10.0.19041.3636"
Benutzername JENNIFERS-PC\Jennifer
Zeitzone Mitteleuropäische Zeit
Installierter physischer Speicher (RAM) 64,0 GB
Gesamter physischer Speicher 63,9 GB
Verfügbarer physischer Speicher 46,4 GB
Gesamter virtueller Speicher 73,4 GB
Verfügbarer virtueller Speicher 43,8 GB
Größe der Auslagerungsdatei 9,50 GB
Auslagerungsdatei C:\pagefile.sys
Kernel-DMA-Schutz Aus
Virtualisierungsbasierte Sicherheit Nicht aktiviert
Unterstützung der Geräteverschlüsselung Erweiterung zum Anzeigen erforderlich
Hyper-V - VM-Monitormoduserweiterungen Ja
Hyper-V - SLAT-Erweiterungen (Second Level Address Translation) Ja
Hyper-V - Virtualisierung in Firmware aktiviert Nein
Hyper-V - Datenausführungsverhinderung Ja

Ruchika Wadhawan

Adobe Employee

Thank you for sharing the hardware details. Could you also please collect and share the Creative cloud logs using Log collector tool. You can click upload once the logs gets collected and send us the file name.

Regards,
Ruchika Wadhawan

S

StefanKlein

Known Participant

Same problem on my Win 10 PC. Didn´t anyone at Adobe test this on a Win PC before shutting down the sync service?

edh45263329

Participating Frequently

Same issue - my hardware

OS Name Microsoft Windows 10 Home
Version 10.0.19045 Build 19045
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name ARCTIC
System Manufacturer System manufacturer
System Model System Product Name
System Type x64-based PC
System SKU SKU
Processor AMD Ryzen 9 5950X 16-Core Processor, 3401 Mhz, 16 Core(s), 32 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. 4602, 23/02/2023
SMBIOS Version 3.3
Embedded Controller Version 255.255
BIOS Mode Legacy
BaseBoard Manufacturer ASUSTeK COMPUTER INC.
BaseBoard Product ROG STRIX X570-E GAMING
BaseBoard Version Rev X.0x
Platform Role Desktop
Secure Boot State Unsupported
PCR7 Configuration Binding Not Possible
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United Kingdom
Hardware Abstraction Layer Version = "10.0.19041.3636"
Username ARCTIC\Ed
Time Zone W. Europe Standard Time
Installed Physical Memory (RAM) 128 GB
Total Physical Memory 128 GB
Available Physical Memory 95.8 GB
Total Virtual Memory 147 GB
Available Virtual Memory 105 GB
Page File Space 19.0 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualisation-based security Not enabled
Device Encryption Support Reasons for failed automatic device encryption: PCR7 binding is not supported, Hardware Security Test Interface failed and the device is not Modern Standby, Un-allowed DMA-capable bus/device(s) detected, Disabled by policy, TPM is not usable
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualisation Enabled in Firmware No
Hyper-V - Data Execution Protection Yes

edh45263329

Participating Frequently

Same issue here, please fix!

Ruchika Wadhawan

Adobe Employee

@Nelson3529259109m3 @emilerk @Archimo @defaultjrqc69z15p8t @Rasenmaeher @alexandera18993014 @jenniferg50649652 @Viki.Mellow

Hi All,

To further investigate this, could you please help us to gather creative cloud logs from your machine using Log collector tool. Once the logs are collected please click on upload and send us the log file name.

In addition to this, could you share the information regarding your machine configuration. You can type msinfo32.exe in the run command to get details of your machine.

Regards,

Ruchika Wadhawan

Adobe Employee

Hi @SW-Creative,

To further investigate this, could you please help us to gather creative cloud logs from your machine using Log collector tool. Once the logs are collected please click on upload and send us the log file name.

In addition to this, could you share the information regarding your machine configuration. You can type msinfo32.exe in the run command to get details of your machine.

Regards,

Ruchika Wadhawan

V

Viki.Mellow

Participant

Same problem here, did everything until I discovered the reddit threads. Thought that something is up with my hardware. Really frustrating and very time consuming. Please fix this bug

J

jenniferg50649652

Participant

I have the same issue. It is very frustrating.

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