Skip to main content
J
johnp79016442
Participating Frequently
August 13, 2018
Answered

Could not enable sync after changing account

  • August 13, 2018
  • 2 replies
  • 2241 views

Hi - I recently changed jobs, but kept the same laptop, and as such have a new login for Creative Cloud. Everything's working fine, other than the fact that I get the "could not enable sync" message with:

"Creative Cloud needs to rename your folder "Creative Cloud Files" to enable syncing. Please close any open documents or restart your machine and try again"

I have tried restarting, no difference. I noticed that in my user folder there's a new folder created at each time I retry this process, and that that folder (and the main creative cloud folder in there) have my old work email address affixed to the front of the folder name.

It's no big deal at the moment, as I'm currently only using it on this laptop, but will be using another computer soon as well. One more thing - clicking the "Creative Cloud Files" folder within windows explorer gives a "location is not available" error as well, so I can't currently get in there. I had moved any files I was worried about before I created my new account, so I'm not worried about losing anything from my old account.

Thanks again

John

This topic has been closed for replies.
Correct answer Abambo

I can't access that menu - going to the "Creative Cloud > Files" section in preferences just gives me the same "Could not enable sync message" I'm getting as before! Thanks for trying Abambo, I really appreciate it.


I'm currently just doing guesswork...

Next guess would be to uninstall CC (at least the app, may be all the CC programs), use CC-Cleaner (Use the Creative Cloud Cleaner Tool to solve installation problems ) and reinstall the Desktop app.

If the directory survives all the effort, try again to delete after having uninstalled all files after having run the CC Cleaner Tool.

2 replies

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
August 13, 2018

If I'm understanding you well, you have got a new Adobe-id. Well the data connected to your old Adobe id (especially the creative cloud files) need to be taken out of the way for CC to be able to create the new structure and syncing the new files to the cloud space.

As you have saved your data, you can simply delete the data related to your old id and start with a new and clean data set.

ABAMBO | Hard- and Software Engineer | Photographer
J
johnp79016442Author
Participating Frequently
August 14, 2018

Hi Abambo

Yep, I have a new Adobe ID.

I've tried deleting the folder that I find in my users folder but it doesn't appear to have any effect. I don't seem to be able to delete the link for "Creative Cloud Files" from windows explorer - there's no delete option in the right-click context menu and if I click on it directly, it doesn't actually open, I just get an error saying it's unavailable?

Do you know how I can effectively delete the data related to the old ID? It's driving me a little nuts!

Thanks again

John

Abambo
Community Expert
AbamboCommunity Expert
Community Expert
August 16, 2018

Kill all Adobe related jobs or boot in restricted mode and delete or move the directory out of the way.

ABAMBO | Hard- and Software Engineer | Photographer
kglad
Community Expert
kgladCommunity Expert
Community Expert
August 13, 2018

[moved from Adobe Creative Cloud to File Hosting, Syncing, and Collaboration]

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices