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doulikemyname
Participant
June 18, 2019
Question

Creative Cloud shows 12.2GB used but I have nothing stored, have permanently deleted everything but the usage does not show zero

  • June 18, 2019
  • 5 replies
  • 1147 views

Hi All,

I am struggling with Creative Cloud and any help would be appreciated. I have the 20GB standard photography subscription with 0GB used and nothing in the recycle bins but it is still showing as 12.2GB used.

I have deleted everything, uninstalled/reinstalled the software, permanently deleted everything from the recycle bin, deleted and emptied all online photos in Lightroom, do not have anything stored in the acrobat document page, no libraries shared, no synced Lightroom mobile or desktop photos or collections and to be honest I'm at a loss.

I've even had online support take control of my laptop and go through each of the above steps themselves, reinstall Creative Cloud and delete all data related to CC on my laptop.

Can anyone help me empty out my online storage to 0GB? Has anyone come across this before?

Any help would be appreciated!

p.s. online support took my details and said they would call within 24hrs but nothing so far after 72hrs.

This topic has been closed for replies.

5 replies

S
SETS Photo
Participant
August 30, 2023

Maybe a little too late but I had the same issue.

The big secret is to launch Lightroom from the web and check the "sync errors". There was more than 1000 errors (and probably the files too).

Delete the sync errors (select all, delete) then go to the trash and delete them too. You will go back to around 1 Go used.

I repeat, you can not do it from the on premise lightroom, it's possible on the web only.

Good luck !

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doulikemynameAuthor
Participant
June 30, 2019

still no response,

terrible customer service from Adobe

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    July 5, 2019

    Sorry for the delay, your posts did slip to the bottom of my inbox.

    I've alerted Adobe staff on this. I suppose that next week someone from ADOBE (STAFF badge and Adobe logo with the name) will contact you via private message or a post here to get your case moving on.

    Adobe does not do support via Skype and users with "Adobe" in their username are probably not from Adobe. So beware of them. If you get contacted by such people on this forum, do not hesitate to report them.

    ABAMBO | Hard- and Software Engineer | Photographer
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    doulikemynameAuthor
    Participant
    June 23, 2019

    bumping this thread as the problem is ongoing and I've still not received any response from Adobe,

    My case number is ADB-7603739-V9X9 if anyone from Adobe support is reading

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    June 18, 2019

    Oh, sometimes 24hrs take a little bit longer. Do you have a case number? If so it may be helpful to post it here.

    doulikemyname  wrote

    I've even had online support take control of my laptop and go through each of the above steps themselves, reinstall Creative Cloud and delete all data related to CC on my laptop.

    That seams quite strong.

    ABAMBO | Hard- and Software Engineer | Photographer
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    doulikemynameAuthor
    Participant
    June 18, 2019

    Yeah it was extreme but it was secure. The chap didn't find anything hidden or any errors etc. Just confirmed that everything was deleted where possible and ran a cleaner too.

    I unfortunately can't remember the case code but I'll try and get in touch to dig it out

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    June 18, 2019

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

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