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Known Participant
December 17, 2023
Question

Compromised Cloud files; can't Open or download anything - S.O.S!

  • December 17, 2023
  • 3 replies
  • 2415 views
 

I think my Creative Cloud files/account have been compromised in some way or another.

 

During the evening hours of Friday, December 15th, 2023, I noticed a particular file that I was in the midst of closing just suddenly vanished once I hit close. Usually, you get a prompt asking to save before closing. This was the first time I've ever seen that NOT occur. EVER. This caused a bit of panic. I closed Photoshop, reopened it, and tried the file once more, but it did not load. Instead, the prompt read as follows: 'Sorry, We couldn't open your document. (-39).' So I closed that prompt, tried again, No beuno. Great, more panic. I went to my assets online, thinking I could just roll the dang thing back and restore the file. NOPE! As I did this a few times, I also got the prompt:

 

'Could not open ("generic filename") because an unexpected end-of-file was encountered.' I've never heard of such a thing. Here is what I looked up:

 

"An 'End-of-File' (EOF) encounter refers to reaching the end of a file while reading or processing it within a computer program. In simpler terms, it's the point where a program or system recognizes that there is no more data to be read from a file because it has reached the end."

 

So this left me presuming, this files is gone. But how? how could a stored cloud file go bad? Well, this happened a few times before going back 5 months; However, I chalked it up to a bad update or issue with syncing. As I investigated further into this issue, I find out that nearly all my cloud Files are non-accesible at this point ( WHICH IS NEW) all my files were working fine up until friday. Some of these files in question date back years without issue. I am pulling out all the stops at that point; However, Nothing has worked yet. 

 

The goal here is to get the files to load or back to their previous state. What I know recently changed on my end, there was an update on my Windows around 12/14/23. However, I don't see what any updates or anything on my end can do to corrupt or damage Adobe's cloud system on their end. Especially if those files were never tampered with outside of the last time they were opened. 

 

Here is what Tech support is telling me so far:

 

"Your files may have been saved wrong."

 

"You didn't backup on the files on your Computer?"

 

"Could be a bad connection that corrupted your files"

 

" idk, never seen that before "

 

And my response is, how can anything that I do on my end somehow effect what is in Adobe's cloud When I am not accessing those files at any point? Are those files not in their possession? is not that the point of a cloud service after all? Sorry if this comes off finger pointing, But man, I hate losing a file in this way. especially multiple.

 

So with all that said, I am looking for options/ answers/ anything. A mircale will due. 

 

Screenshots and My Photoshop Specs are added in the file below. 

PC specs Here: 

Windows 11 pro 22H2

11th gen i9-11900H Processor

32 GB installed Ram

Nvidia GeForce RTX 3080 Laptop GPU

 

 

 

 

This topic has been closed for replies.

3 replies

Participating Frequently
December 18, 2023

I am sooo disappointed with Adobe Support which let's us stand in the rain!

 

kglad
Community Expert
Community Expert
December 18, 2023

@Plastic Plug PH 

 

the text in that screenshot doesn't make sense.

Known Participant
December 18, 2023

Calrify, what aspect of the screenshot does not make sense? I didnt create the pop ups, I am simply displaying them for others to pick apart. I am just the messenger at this point. 

kglad
Community Expert
Community Expert
December 17, 2023

use a web browser to navigate to the following locations. at each location there are several folders/link to check.:

 

https://assets.adobe.com

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

 

if you delete anything from any of these locations, check for a deleted folder where your file(s) was (were) moved. if you want to clear space you must delete files in the deleted folder. the used storage shown at each of those four sites (when totaled), should match the space shown used by your cc files.

Known Participant
December 17, 2023

I walked through those steps immediately from the start. These files do not revert to a previous history for some reason. as if the option was taken away. I show that in my photo references. I'll keep plugging away to find out. 

kglad
Community Expert
Community Expert
December 17, 2023

try a different browser, or just wait a day or two.

Ton Frederiks
Community Expert
Community Expert
December 17, 2023

Are these Cloud files (aic, psdc) or files synched to the cloud using the local CC Files folder?

Synched files (and versions) can be accessed here: https://assets.adobe.com/files

Known Participant
December 17, 2023

All of the above according to my findings. but primarily, PSDC. These files are not accesible anywhere. One update that I've discovered but not sure how it is triggering an issue, The scratch disk. I altered that, and it allowed some but not all files to load as needed from the Adobe Apps on my desktop. I cannot speak for the online adobe/ assets page. Those still seem not accesible, and I am assuming the size has something to do with the. Some being over 2 gb; However, I dont need them to load in, I am wanting to know what they are not accesible to revert history, download if needed. Everything just seems locked up for some reason. And the file that is erroring, which was the cause for major concern, still is not accesible and seems to be broken from Sync. Again, I'm unsure why that file is done for completely.. was there not backups on the cloud that I can revert to? Seems weird is all.