Inspiring

Question

Creative Cloud Files Disappearing on Local Drive

Forum|Forum|2 years ago
July 24, 2023
8 replies
7925 views

Hi there,

I've recently been experiencing an issue with the Adobe Creative Cloud Files failing to sync correctly to my local drive on my computer. I had multiple folders shared with me on my Creative Cloud account and they were synced correctly (to the location 'D:\Adobe Sync Folder') and up to date. Last week I left one of the shared folders because I was finished using the files and wanted to remove the files from my local drive. I did this by going to the online Creative Cloud Web and selecting 'Leave' from the '3 dots' next to the folder, then resuming my file syncing for the Sync Folder to update. This is how i've done it for years and have had no issues. After this sync I noticed that all of my folders had been removed from the sync location on my local drive. I tried multiple quick fixes like pausing and resuming the sync, closing all programs, restarting the computer but nothing seemed to work. I thought this was just a random glitch so I left the issue over the weekend, and hoped it would fix itself.

I logged-in this morning and resumed the syncing process. For some reason the syncing process started updating correctly and re-downloaded all the files back onto my local drive. This was all working fine for most of the day, until I decided to leave another shared folder and all files were removed again.

So this time I thought I would ask the clever people on here if there is a fix or if anyone else is experiencing the same issue.

As you can see in the attached screenshot;

The top left window shows that on my online version 'Creative Cloud Web' there are multiple folders shared with me.
Right hand window shows my empty Creative Cloud folder on my local drive of my computer.
And the bottom left window shows that my Cleative Cloud sync is resumed and states that it is up to date.

I've tried, restarting my comp multiple times, updating my computer, ending all Adobe tasks in task manager and restarting, but nothing seems to work.

Any advice or help would be appreciated.

Thanks,

Shaun

File sync

This topic has been closed for replies.

D

defaultszttbujhs931

Participant

OK, so let me update my latest interaction with Adobe agent.
2 agents remote controled my PC, and watch me repeat this process, and they all recognized it as a bug.
They have collected my log, and the owner of the folders log.

Lets see when will this bug fix.
Also, today there is another bug: when someone sending a invitation to share folders, cant receive any notifications, and cannot accept any files to work.

Below is the sad and disappointed story of the process of me reporting this bug:
I have reported this bug for about 1 month, and the report process was so frustrating.
The first time I reported, the agent remote control my PC, and told me that he had record everything. After 2 days when I come to ask when will the bug be fixed, I have to repeat all my question and details again to the new agent. Why is this happening? The agent told me he record everything! Also he told me I don't have to repeat it all again!

And then the next agent ask to remote control my PC AGAIN, so I spent 2 hours showing him the bug AGAIN, and of course they record everything. He told me he will call me back .

And then an agent called me, asking me to screenshot my recycle bin. I was so angry. I told him that you ADOBE can find the screenshots from the 2 recordings of the remote control of me showing the bug to your agents, I cannot give you another screenshot because it will take me another 4 hours to recover my files and folders back, and I cannot DO MY WORK.

What the hell is going on in ADOBE? The service process was just a mess.
Lets see when will this bug fix, ADOBE.

S

SabLiveABC

Participating Frequently

Following here because the same issue is happening with all our computers at my work.

However, one strange thing happened. I tried to recreate the scenario on my personal Adobe Cloud account (which is also thru an enterprise account). Same thing happened, when I left a shared folder, all my folders on my local drive got trashed. They were still visible on the web cloud app. I tried syncing and pausing and loggin out and logging back in just to test, then I just left the account alone. It's now day 4 since my files got trashed, and this afternoon, all of a sudden, my folders all started syncing and they're back on my local drive.

Wondering if anyone had the same experience where their files are trashed and after a while it just started appearing again?

Tarun Saini

Community Manager

Hi @shaunt93879734 @SabLiveABC @defaultszttbujhs931 @adds29195644

Sorry for the delay. Please check again and let us know if you're still experiencing the issue with Creative Cloud Files Disappearing on Local Drive.

Regards,

Tarun

D

defaultnnpo5ca7w6zv

Participant

Hi, I'm having the same problem. It started with a problem folder that whenever anyone made a change to the folder, it would cause all 3 of my coworkers to not be able to sync. So my Creative Director removed the folder and then everything went nuts. All the folders disappeared from our desktop and weren't visable through the desktop link. When you went to the web, they weren't visible there either except to the person who created them. I removed CC from my computer entirely then re-installed and they came back...temporarily. My CD recreated my art folder as a 2nd version and I was able to connect to that, but when she erased my original art folder (because I was now connected to ver 2) then the same thing happened again on both my laptop and my desktop. I still cannot get them to show up anywhere besides on the web, with the acception of folders I personally created and shared. Those seem to still show up. It's so frustrating. I've had to waste hours of time at work trying to figure out how to get my folders back with no luck.

Please help someone.

Nicole

kglad

Community Expert

@defaultnnpo5ca7w6zv

are you discussing your adobe cc sync folder?

P

Paul28555338zg1j

Participant

We're also experiencing this issue across a team of a dozen designers. It's definately a bug and nothing to do with user actions. Adobe appear to have made a right mess of this...

kglad

Community Expert

pure speculation: maybe some of the servers are failing causing problems for some users while the rest of us see no problem.

P

Paul28555338zg1j

Participant

Phew... if it's only a failing server affecting a cloud based subscription service - that's ok then 😃

shaunt93879734Author

Inspiring

Just letting you know Adobe, that this issue is still contining to happen.

Randomly after a few days of log-in's, my files sync up correctly again, but upon leaving a shared folder, the issue repeatedly occurs.

I decided to screen record this time so that Adobe can see the exact issue. This also includes a bit of a work-around that I found to prevent having to wait multiple days for the sync to fix itself and then having to redownload all files.

Video attached shows 4 windows; top left is web version of Synced Cloud Files, Top right is the desktop CC client, bottom left is my local downloaded shared files, and bottom right is my recycle bin.

As you can see, as soon as I leave 1 shared folder via the web creative cloud, all files from my local CC folder are moved to the recycle bin. The work-around I found is to select all the folders in the recycle bin (not including the folder that I just left) and then restoring them. The sync status will update and then say they are up to date again.

Hope this helps others.

Shaun

Adobe_Sync_Issue_-_Screen_Recording.zip

D

defaultszttbujhs931

Participant

Hi, I have been reporting this bug to Adobe too, I am facing the same problem also.
Through so many times of communicating, they told me to use Creative Cloud Cleaner and reinstall Creative Cloud.
Do you try this solution? Does it work?
Thank you.

kglad

Community Expert

@defaultszttbujhs931

if you're going to use the cleaner, it would be more thorough to

uninstall the cc desktop app, 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.

W

Walla Graphic

Participant

I have the same problem!

can't even download them to my desktop

so i need to open the file itself through photoshop or other and save from there

Tarun Saini

Community Manager

Hi @shaunt93879734, @Walla Graphic, @JPSAdd,

We're sorry to hear about your difficulties. Could you please share the logs from your machine by using the Adobe log collector tool? Here is the link:- https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Please share the file with us by uploading it to a cloud storage service & sharing a link with us to download the file. We can share the info with the product team so that they can investigate the issue further.

Regards,

Tarun

shaunt93879734Author

Inspiring

Hi Tarun,

Please find my .zxp log file in the link below:

https://we.tl/t-vE6y6fRtxZ

Kind Regards,

Shaun

J

JPSAdd

Known Participant

Hi
Is this problem solved or at least anyone has any idea about the causes?
Is it a Syncronizer bug? Other problem?
Thanks
Regards

J

JPSAdd

Known Participant

Hi

We are having the same problem.
It seems that Leaving or Removing a Share is the cause for this problem.

Regards

D

default6a9y05lvobfo

Participant

I'm having the same problem,

I hope someone answears you...

Thanks

laura

Neelamk

Legend

Hi @shaunt93879734 and @default6a9y05lvobfo

We are sorry for your difficulties. To recover files that are missing, I would recommend you contact our support team through
chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient; it can take quite a while to reach a human.

I hope this helps, and let me know how it goes.

Thank you,

Neelam

shaunt93879734Author

Inspiring

I got in contact with Adobe Customer Service and spoke to about 4 different reps for around 3 hours and no solution was found. We got to a point where they wanted to get in contact with the user who shared the files with me as they thought the issue could be to do with the process in which he shared the files. My colluegue who shared the files with me was not available, so we could not investigate this any futher. I told the customer service rep multiple times that the way my colluegue shared the files with me, and the way I leave the shared folder was the exact same process that we have used for years and have never had this issue. I told them that I think it could be to do with an issue with an Adobe CC update because it is the first time this has ever happened and there are other users on this community post that are experiencing the same issue, but they wouldn't except that and never looked into the issue any further. So, not a great outcome...

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