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heatherc37673344
heatherc37673344
Inspiring
October 13, 2017
Answered

Creative Cloud: Could Not Enable Sync due to Renaming Folder issue?

  • October 13, 2017
  • 1 reply
  • 1850 views

Hi There,

I first started noticing that my Lightroom Mobile stopped syncing. I kept digging and finally figured out the below screen. I have tried to find any archive files that could affect it and I have followed the instructions in this article (Re: could not enable sync ) to uninstall and reinstall the app. I am still unable to sync. Please help. This is urgent to get it fixed!

This topic has been closed for replies.
Correct answer heatherc37673344

Thanks Heather,

What operating system are you on? If you've already tried uninstalling and reinstalling the Creative Cloud app and are still seeing the issue I think I'd try creating a new admin user on the system, log out of your current account and test if you see the same behavior when logged in using the newly created account.


Hi David and Ramesh,

I wanted to let you know this was resolved with the newest update. Looks like there was a glitch in the previous version that wouldn't allow me to sync with Mobile. Thank you for your help.

Heather

1 reply

R
Adobe Employee
Ramesh_Encore
Adobe Employee
October 13, 2017

Hi,

Sorry for the issue you are facing. Did you change your Adobe Id on this machine?

To workaround this, by any chance, have you restarted the machine after this issue have faced up? Could you please explicitly try to restart your windows explorer and then give it a retry?

If that doesn't work, could you please send your zipped log file collected using Log Collector Tool ?

Regards,

Ramesh.

heatherc37673344
heatherc37673344Author
Inspiring
October 13, 2017

I have tried restarting everything. The App, my computer, literally everything. I have run the log collector and stored the files here. I didn't have a email address to send them to.

Adobe Logs

David__B
Adobe Employee
David__B
Adobe Employee
October 13, 2017

Hi Heather,

Lightroom Mobile and File Sync within the Creative Cloud app are unrelated and should have no bearing on how the other functions. The only commonality might be that they are both using the same internet connectivity. The screen shot you posted above for the Creative Cloud app indicates something is wrong, but is something specific to how the app is working on your computer. It is working fine for me. The error message indicates that the app is not able to make the changes to your computer in order to start the syncing process. This is generally because something related to the user rights on the computer is not allowing the Creative Cloud app to work as it should.

Thanks for restarting the computer, I have seen that help with this issue in other cases. For the next steps I'd suggest uninstalling and reinstalling the Creative Cloud app as the next step (like in the other thread you cited)
Uninstall the Adobe Creative Cloud desktop application

If your ultimate goal is to sync files from Lightroom to Lightroom Mobile or Lightroom Mobile to Lightroom I'd suggest starting a new thread over here Photoshop Lightroom

Hope that helps,

- Dave

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