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ehstadolnik
Participating Frequently
September 4, 2020
Answered

Cloud files not syncing; desktop app stuck on "Getting storage information"

  • September 4, 2020
  • 4 replies
  • 4768 views

Issue:

  • Changes made in "Your Work" tab of desktop app do not sync to assets.adobe.com
  • Folders created on assets.adobe.com show up in desktop app as "Online only" and files moved to those folders are not displayed in desktop app. 
  • In the desktop app, clicking the cloud icon in the toolbar shows an unmoving progress bar stuck on "Getting storage information." (see attached)

 

Attempted Troubleshooting:

  • I've logged out and quit Adobe CC, restarted my computer, etc.
  • I'm not having any internet connectivity issues
  • I'm well under my storage quota
  • There are no reported outages on status.adobe.com
  • No errors are displayed in the app
  • No options.tix file or log files are present in CoreSync folder on my computer
This topic has been closed for replies.
Correct answer Ivoryplum

I had this problem, and tried everything that had been recommended.

 

What finally worked for me was:

- Navigate to your libraby folder (Finder>Go>Go To Folder: ~/Library/)

- Open Application Support folder

- Right-click on the Adobe folder, and click 'Get Info'.

- Click the 'lock' icon in the bottom right, and enter in your computer password.

- Under 'Sharing & Permissions' change all for "Read & Write".

 

Only System was on "Read & Write", and once I changed the remaining from "Read" to "Read & Write" Creative Cloud instantly started syncing. Hope this helps!

4 replies

I
IvoryplumCorrect answer
Participating Frequently
October 4, 2021

I had this problem, and tried everything that had been recommended.

 

What finally worked for me was:

- Navigate to your libraby folder (Finder>Go>Go To Folder: ~/Library/)

- Open Application Support folder

- Right-click on the Adobe folder, and click 'Get Info'.

- Click the 'lock' icon in the bottom right, and enter in your computer password.

- Under 'Sharing & Permissions' change all for "Read & Write".

 

Only System was on "Read & Write", and once I changed the remaining from "Read" to "Read & Write" Creative Cloud instantly started syncing. Hope this helps!

rkotakonda
rkotakonda
Participating Frequently
February 8, 2021

https://helpx.adobe.com/creative-cloud/kb/fix-creative-cloud-error-131.html

 

Follow this process believe me it worked for me. Just follow the "how to quit these background processes, follow the steps for your operating system". for both operating systems.

 

E
ehstadolnikAuthor
Participating Frequently
September 4, 2020

And just like that, with zero further action on my part, it starts working again. Gotta love this bug-ridden product. Always a pleasure.

    A
    Aaliyah5FB2
    Participant
    September 11, 2020

    Wait, so how exactly did you get it to work?

     

    Mine says the same thing and its stuck on updating at 23%. 

    E
    ehstadolnikAuthor
    Participating Frequently
    September 11, 2020

    I didn't do anything; it just randomly started working again on its own. Must've been a temporary glitch on Adobe's side.

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    September 4, 2020

    File Sync Links that may help... all the links I have, since I don't know the cause of your specific problem
    -FAQ https://community.adobe.com/t5/Get-Started/Helpful-Links-FAQ-Where-can-I-find-links-about-managing-and/td-p/7570118
    -http://helpx.adobe.com/creative-cloud/help/sync-settings.html
    -http://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html
    -sync and email link https://community.adobe.com/t5/Get-Started/Email-link-of-file-in-personal-CC-folder/td-p/5944719
    -an overview of assets https://assets.adobe.com/files
    -File sharing https://community.adobe.com/t5/Get-Started/Does-Creative-Cloud-support-sharing-videos/td-p/7113392

    E
    ehstadolnikAuthor
    Participating Frequently
    September 4, 2020

    No dice!

     

    • FAQ — No FAQs relevant to issue
    • Sync Settings — Article/feature out of date
    • Error: "Unable to sync files"
      • Pause syncing button is non-functional
      • No errors are displayed in the app
      • Not using any reserved characters
      • File and folder names are well within character limit
      • No trailing characters
      • No aliases or shortcuts
      • No files are open
      • No conflicted copies
      • Keyboard shortcuts to restart sync and clear cache appear to be nonfunctional
    • Sync and email — Not relevant to issue
    • My Assets — Not a help article
    • File sharing — Not relevant to issue

     

    I imagine the root of the problem is the fact that clicking the cloud icon in the toolbar shows an unmoving progress bar stuck on "Getting storage information," but I have no idea why that's happening or how to fix it.

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