creative cloud library syncing issue

Forum|Forum|3 years ago
November 14, 2022
2 replies
1313 views

Please provide advice on the inability to sync library files with Adobe Creative Cloud libraries.

The CC Library is used by our team; everyone in our company has the same licence; some team members' libraries are properly synced, while others aren't.

I've been having this problem since April 2022. Please assist me in solving this.

This topic has been closed for replies.

S

Sarfaraz24509157l1by

Adobe Employee

Hi,
Could you elaborate more on the issue? Is there a visible sync error in the panel/CCD, or is a library just failing to appear/update?
Regards,
Sarfaraz
CC Libraries

M

Mohanapriya5CA1Author

Participating Frequently

We using CC Library in our team, which was previously correctly synced with everyone. The CC Library is currently not syncing correctly. A few members of our team sync up properly, while a few others don't sync at all. Please assist me in resolving this problem.

S

Sarfaraz24509157l1by

Adobe Employee

Sure, we want to help you.
Do you see any visible error in cloud icon in CCD app ?
Also, - if you could share logs from machines, this would be very helpful. Here's a link to the Adobe Log Collector Tool:
https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
This will generate a zip file - please could you send me the name of it?
It will be something like "AdobeLogs_20191011_081024_xxx-win.zip"
This might help us to understand the root cause of the problem.

kglad

Community Expert

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

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

M

Mohanapriya5CA1Author

Participating Frequently

Thank you. Try your suggestions now; mine weren't successful. and earlier I attempted to uninstall and reinstall the software (many times). did not work

kglad

Community Expert

if you're working on the theory that it's a cc app problem not fixed by resetting (as opposed to a corrupt file refusing to sync and blocking other files from sync'g):

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

if that fails go ahead and 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

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

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

then uninstall the cc desktop app, again using the correct uninstaller, 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

repair all ms visual c++ versions that can be repaired.

update your ms visual c++, if it can be updated

restart your computer (don't skip this)

reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use 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

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