Participating Frequently

Question

CC Libraries Sync Issue - We're Experiencing Server Problems

Forum|Forum|8 years ago
August 14, 2017
5 replies
6514 views

I started using libraries and the initially synced up with the cloud just fine. So I added some more files, graphics, etc. and shared them with my coworker... now they will not sync with the cloud, either way. They appear to be uploading then it says 100% followed by the error "We're experiencing Server Problems." I don't think it is a firewall issue since I got it to work initially. Thoughts?

File sync

This topic has been closed for replies.

T

Tricias

Participant

Following up on this again

M

michellef6286362Author

Participating Frequently

Could it possibly have to do with where the library files are stored?

David__B

Adobe Employee

It's possible that could be related but the error more points to some kind of error on our side. Could you collect, upload, and share a link to download log files from your system?

To collect them, please use this tool to create a .zip file on the desktop of all the log files

Log Collector Tool

From there just upload the resulting .zip containing the logs and share a link where it can be downloaded. You could use the Creative Cloud file storage here for example Adobe Creative Cloud using the Actions > Upload in the top right. After the upload completes you'd just want to make the file available for public download and share the link. You can share it privately with me here through the forums by hovering over my name and choosing the message option. I'll reach out to our engineering dept with all the info you've provided and see if we can determine the cause.

Thanks

M

michellef6286362Author

Participating Frequently

Here is the log: Adobe Creative Cloud

M

michellef6286362Author

Participating Frequently

I tried all of these solutions without any success. The very first sync to the web worked... but once I added an image to one of my libraries and shared them it stopped working and never has worked again.

David__B

Adobe Employee

Hi Michelle,

Thanks for going through that troubleshooting. A few additional questions to better understand:

Are you getting the same server error message in the library panel for all apps or only Illustrator?
Are all of your libraries ones which are shared with your coworker?
Do both you are you co-worker show as having free space here? Adobe Creative Cloud
What anti-virus software do you use?

Many of the past reports of server errors have been related to collaborating content and one of the collaborators runs out of space. I don't know if that is related here, but wanted to try to rule that out if possible.

Thanks,

- Dave

M

michellef6286362Author

Participating Frequently

Yes, same message in each program: "we're experiencing server problems"

I actually deleted all of the libraries and then started over - so none are currently shared.

Yes, I have plenty of free space.

Currently running Symantec anti-virus.

David__B

Adobe Employee

Hi Michelle,

Sorry to hear about your difficulties. What application are you using the Libraries within? Would it be possible to post a screen shot of the error?

You might try these to start with:

Restart the computer
Turn file sync off and then back on again from the Creative Cloud app preferences
Both you and your co-worker you shared with empty your online archive at Adobe Creative Cloud

Please let me know if this helps.

Thanks,

- Dave

M

michellef6286362Author

Participating Frequently

I tried all of these things. I deleted my libraries and learned that if I create a library in the Cloud, it will sync to my computer. But if I add swatches, etc. from the computer they are not syncing up to the cloud. I'm working in Illustrator and the round arrows are turning at the bottom right of the Libraries panel and it will say if I hover that it is syncing the libraries, it will even show a percentage and get to 100%, but nothing shows up in the cloud. Eventually the rotating arrows change to a cloud icon with an error that says "We're experiencing server problems."