Inspiring

Answered

Creative Cloud desktop app not showing my files

Forum|Forum|4 years ago
December 17, 2021
3 replies
12768 views

I have Creative Cloud and many CC apps on my Macbook Pro. The apps all work, and even the CC desktop app shows my librariess. However, it will not show my files. I am unable to access my CC online files through the CC app. The only error I receive is a notice stating, "Something went wrong. Please restart the app and try again." I've tried restarting the app, restarting my computer, uninstalling and reinstalling the app, and still it will not show my files. I am at a loss and this is a horrible way to work. My files are inaccessible.

Also, how in the hell does one contact Adobe chat? The website takes you in circles but never offers the option to actually speak with someone. I've never experienced this poor customer service before.

This topic has been closed for replies.

Correct answer Whimsical_Penguin0D4D

The issue is now resolved. The creative cloud representative took onttrol of my Mac and made a change to the advanced networking on the Mac and then installed the Creative Cloud Cleaner Tool (https://helpx.adobe.com/uk/creative-cloud/kb/cc-cleaner-tool-installation-problems.html), and ran a few processses. Voila! It's magically fixe dthe syncing issue and I have no real idea why it wasn't working other than the clues I gave you above. Hope you can get through to support for them to fix it for you. I still think it would be better to list out instructions on how to fix this issue as it seems to be common to M1 Macs.

D

Daydream300097220omq

Participant

Hello, I am encountering a quite similar issue to this. The only difference is that my desktop app has only managed to sync one file while the rest are not available. If I click on the cloud icon logo, it shows the "Libraries sync error" message, and underneath the message it says that the cloud services are blocked, and I need to check my firewall settings. However, I don't think that's the case seeing that I am able to open all my apps just fine, and my firewall settings have not yet actively blocked or removed anything. I have tried contacting the customer support but only getting redirected to here. I don't know what to do. Please, help!!

D

Daydream300097220omq

Participant

I forgot to add that all my files are available on the creative cloud browser. I am only encountering the issue on the desktop app.

kglad

Community Expert

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging and then reinstall using*

if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-messaging

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

M

MG67

Participant

I am having exactly the same problems i.e. my files are not showing and instead I see "something went wrong". And similarly the Cloud icon won't show me how much storage I am using. It just says "getting storage information". I tried restarting, repairing, uninstalling, re-installing but nothing works.

1111-Designs, did you manage to fix the issue?

Can someone please help?

adrienone

Participant

I have exactly the same problem! And from the Adobe technical support chat they couldn't help me.

I think the problem is that Creative Cloud now separates '' Documents in the cloud '' from '' Synced files ''. And this is still not well updated in the desktop application.

PLEASE HELP!

W

Whimsical_Penguin0D4DAuthor

Inspiring

I should also note that under Cloud Storage, where it shows you how much storage you have left, it shows as blank with no info.

Jeffrey_A_Wright

Community Manager

1111-Designs I am sorry you cannot view your files or contact our support team. I reviewed your account, and you are not getting very far in contacting us as there are no records of you having done so, 1111-Designs. This leads me to believe the computer is encountering problems contacting our servers; this is why you are unable to see your synced files and are being actively blocked from contacting us.

Please see https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html for steps you can take to correct most connection errors. Would you please update this public forum discussion if you have any questions, 1111-Designs?

W

Whimsical_Penguin0D4DAuthor

Inspiring

No, it's still not working despite trying everything. Any help is greatly appreciated. I'm without access to my cloud files. 🙁

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