Participant

Answered

CC Libraries Sync Error

Forum|Forum|6 years ago
February 4, 2020
23 replies
82403 views

Hi,

I can not access the CC Libraries across my adobe applications because the error message keeps saying it cannot connect to the server. Please see attached screensot:

I have followed the advice and signed-out and signed-in back in Adobe Creative Cloud Desktop App yet the same issue is not being resolved. Help please! 🙂

Correct answer kglad

I have the same problem but so many Senior thechnical Support when into my computer and NEVER solve the problem.So the not only it is recuring all the time sync error but NOW i have to put my paswword everytime the screen goes off :

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall using*

if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

Show previous replies

thompsonryan

Inspiring

I am seeing the same "Libraries sync error" error message in creative cloud app however the message under the red alert text reads "Sorry, your libraries didn't sync".

I'm still able to access my libraries and create and share new ones but the alert message hasn't gone away.

I've run through the steps outlined in this discussion with no luck resolving the error. I've thankfully been able to ignore it but I'm concerned if my libraries aren't actually correct anymore.

O

Olena5E42

Participant

Hello! I've got CC Libraries Sync Error... I logged out, deleted all folders that start with “CC_LIBRARIES_PANEL_EXTENSION_xx_xx_xx” in C:\Program Files\Common Files\Adobe\CEP\extensions, quit all Adobe related products, killed the CCLibraries and Adobe related processes in Task Manager, used Creative Cloud Cleaner tool, and then downloaded the CC again but the error is still there (((

P

ProfoundGuy

Participant

I am having this same problem too, on Windows.

Over the weekend I uninstalled all the Adobe apps and deleted all the synced files, did the Adobe cleaner steps and then resynced my files and reinstalled the latest apps, and I'm still getting the 'Libraries Sync Error' message.

Please can someone tell me how to find a way to contact tech support? I've been looking around on the help pages and whilst they say that you can contact by phone or email I can't actually find a phone number or email address to contact.

dkdupey17

Participating Frequently

If you are signed into your Adobe account, go to:

Adobe.com > Help & Support tab > Blue Contact Us button

I chatted with an online support agent for almost 5 hours to get this issue resolved. They had to remotely take over my computer and messed around with a lot of settings to fix it.

G

Gavin5E47

Known Participant

Hi

I ahve this same issue, I followed the instructions but I dont have any folderes called "CC_LIBRARIES_PANEL_EXTENSION_xx_xx_xx”

This quite serious problem for us at th emoment and is going on a long time, I ahve tried all the Adobe removl and clean tool, reinstalled CC and XD and the issue still persists.

Thanks

Gavin

G

Gavin5E47

Known Participant

I am on a VM behind a firewall, I can save and open files in the cloud, but cant publish

A

Aundre5FD1

Participant

Worked perfectly thanks!

K

kawellington

Participant

Hi,

I am also having the same issue and I completed all the steps but nothing has been resolved. Can you please help?

Thank you,

Kelsey

R

regmikewall

Inspiring

Like I said above - I finally got the issue resolved, I had to contact Adobe Tech Support Team, their senior members. It turned out that when I had older versions of PS, LR, PSE, when I upgraded, there were residual files that the Senior tech support team member had to remove, it took him about an hour to finally resolve. So I would get with Adobe Support and ask to be connected to a Senior Support Team member. Not sure if you have had prior versions and when installed not all of the old files were removed. Hope this helps.....

So I would call Adobe Tech support and ask to talk to a senior team member.

E

e.mrkusich@gmail.com

Participant

Hello, I am not able to open Adobe Lightroom CC. I am running a 2017 Macbook Pro MacOS 15.5.5. 8Gb RAM. I have followed all the steps and have had no luck. I can log into Creative Cloud app and have the libraries syn error. In Lightroom i have "can't connect to the server" error. It is very frustrating.

R

regmikewall

Inspiring

I finally got the issue resolved, I had to contact Adobe Tech Support Team, their senior members. It turned out that when I had older versions of PS, LR, PSE, when I upgraded, there were residual files that the Senior tech support team member had to remove, it took him about an hour to finally resolve. So I would get with Adobe Support and ask to be connected to a Senior Support Team member. Not sure if you have had prior versions and when installed not all of the old files were removed. Hope this helps.....

R

regmikewall

Inspiring

I am on an iMac running 10.15.5 and I have the latest version of CC and Adobe Aps through a subscription.

I have the same issue, I have uninstalled CC and all the Adobe apps, no luck,

I deleted all Folder with "CC_Lib......_xx..." in my root HD library folder as asked

I then installed and used the Cleaner mentioned and cleaned ALL,

I then went back to verify that all he "CC_Libraries...." were still gone, they were

I then manually installed CC libraries

I started CC and PS

the second photo show that i am still getting the same issue.

Here is a piece of information that might help -

my Adobe.com and CC ID is (removed for privacy)

However, when I go to sign into Adobe.com or CC I see not only the above address that is associated with the website I SEE THE FOLLOWING:

adobeid-na1.services.adobe.com WHICH HAS THE FOLLOWING EMAIL ADDRESS ASSOCIATED WITH IT:

(removed for privacy)

i assume that adobeid.services.adobe.com is where my adobe.com/CC credentials are stored and since the email address associated with signing into adobe.com / CC is different from the email address associated with adobeid.services.adobe.com. Could this be the issue, i have also uploaded the Adobe Logs here is the body of the email i got

Dear User,

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20200625_093033_189-mac.zip

Please use the above filename as a reference when contacting Adobe Customer Care.

Thank you,

The Log Collector Tool team

I then went to see that they were installed correctly and they were see below

M

Manny'

Participant

I have tried this and several other things including a fresh install of all Adobe software. I still can't connect to the sever.

SilvaBravo Audiovisual

Participant

Hello.

I Try to do this steps, but don't work the CC Library.

Can you help me, please?

S

supkat

Adobe Employee

I sent you a message.

J

Judi 12534

Participant

Hello,

I have tried all the steps, but it still doesn't work. can you please help?

S

supkat

Adobe Employee

Hi,

We would like to investigate this problem and if you could share logs from your machine, this would be very helpful. Here is a link to Adobe Log Collector Tool:
https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
You'll get a zip file generated, could you please send the name of it?
It will be something like "AdobeLogs_20191011_081024_xxx-win.zip"
This might help us to understand the root cause of the problem.

Thank you,
Supriya Katiyar
CCLibraries

D

davinaa69098459

Participant

Hi there - same problem for me too, have tried all the solutions but no joy...

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