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carriestephens
carriestephens
Known Participant
March 19, 2022
Question

Can't permanently delete files from my creative cloud storage

  • March 19, 2022
  • 2 replies
  • 5826 views

I need some help with permanent deletion of files. 

I'm feeling really frustrated. Space needs to be freed up so I can cancel my extended 1TB subscription to the cloud and hopefully have a little space to breathe from the 100gig allowance, at least for a bit...  

 

I have thousands of files into my cloud library deleted files, not in the cloud desktop, but on the web.  I've been trying for days, some deleted, some give an error.  The browser also crashes if I select too many.   

 

In the deleted files tab, I select files, hit delete permanently and I keep getting an error that says:  

"Cannot delete ___ assets permanently because someone has restored them."

I also deleted all of the photos in my cloud based lightroom and then went in to permanently delete, they deleted fine, but for some reason, they didn't free up any diskspace, even though there were 15,000 photos, any reason why this could happen?    I thought maybe this would free up enough space that i didn't have to mess with the files that were giving me deletion errors.  

 

I need a way to delete these files.  

Thanks for any insight you may have

carrie

 

 

    This topic has been closed for replies.

    2 replies

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    March 19, 2022

    This may help https://helpx.adobe.com/in/creative-cloud/help/delete-files-permanently.html

    carriestephens
    carriestephensAuthor
    Known Participant
    March 19, 2022

    No, it doesn't.  I already looked at that. I always try to help myself before coming into a forum and asking others.

     

    I am IN the deleted items section, i know i must delete the files twice, the problem is, now that the files are in the deleted folder, I am getting the error that says someone restored the files after i attempt to delete them.  The photos from lightroom, they were deleted from the cloud version of lightroom from the folders and next the deleted folder. 

     

    I live with two IT professionals that have also given me suggestions, I actually have already uninstalled the entire cloud, including ALL applications because i had to to uninstall it. reinstalled it, cleared my browser cache, used cc cleaner and did a malware scan and the same problem is happening, i get an error trying to delete files.

     

    This is NOT a me problem, this is a service problem. There is something in the back-end holding my personal files hostage on the adobe server even though i am wanting to delete them and that is not acceptable. 

      I
      ibdunn
      Participant
      April 12, 2022

      Having same issue - can't delete files permanently even from the stupiud help link they offer - -someone has restored is the error and I am the only one and I have not restored and .....

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        March 19, 2022

        deleted files won't clear storage until they're deleted from the deleted files folder (which i know is causing a problem for you).

         

        ntl, you should select a page of files via your web browser and delete.  if that fails, try a different set of files.  

         

        if you continue to have problems, try a different web browser.

        carriestephens
        carriestephensAuthor
        Known Participant
        March 19, 2022

        Of course.... this is what i have done. 

        Everything i am trying to delete is from the deleted files, including the photos, which are not actually in the recently deleted web cloud, they are just gone and no space was cleared by those, at all.  

         

        How many devices should I have to try?

        • On my phone, images were deleting, but need to be selected one by one and i will NOT spend days doing this.
        • On my ipad, none of the images were deleting, it just would scroll me back to the top.
        • Edge browser crashes and I get an error.
        • Chrome crashes if I select more than 200 and half of those end up not deleting, but it doesn't keep my spot or show me which images didn't delete out of the selection.

        Should i have to do all of this and spend days selecting 1000's of files one by one to make something usable that I have paid 70+ dollars Cad per month for the last 10 years?  I may as well just download my libraries and create a new account on a intro discount instead, which is what my next step will be. 

          kglad
          Community Expert
          kgladCommunity Expert
          Community Expert
          March 20, 2022

          these are user-to-user forums.

           

          if you want to see if adobe support can help you, using a browser that allows popups and cookies, contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
          in the chat field (lower right), type AGENT
          be patient, it can take quite a while to reach a human

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