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domkh
Participant
Nov 2, 2021 11:27 AM UTC
Answered

Creative Cloud sync issues after using Migration Assistant

As heading says, I'm having issues with syncing after moving from and Intel i9 Macbook to a M1 Pro Macbook using migration assistant.

 

The Issue:

  • XD: not able to open cloud docs
  • Same issue in Illustrato when selecting 'your files' in open screen
  • Creative Cloud desktop app: stuck on "Gathering storage information..." when clicking cloud icon, top right
  • Cannot see CoreSync running in activity monitor

 

The process I took:

  • Transferred files between my old (Intel) macbook and new (M1 Pro) using Migration Assistant
  • Succesful transfer (>500,00 files!) apart from Adobe related files
  • After checking each program, redownloaded Illustrator as was running Intel version, not native - now running fine

 

The thing I really would like to keep is all the CC app settings: workspaces, keyboard shortcuts, preferences etc. To reiterate, the apps themselves work fine but all the cloud services don't work. Any ideas?

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Jeffrey_A_Wright
Jeffrey_A_WrightCorrect answer
Legend
Nov 2, 2021 1:46 PM UTC

Domkh, I am sorry you cannot use the Creative Cloud services on the new M1 MacBook Pro.  This is likely caused by migrating the older (Intel) applications to the new computer. Unfortunately, Adobe applications were never designed to use the Migration Assistant.

 

To recover, please download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html.  Once the applications are removed, you can then use the process listed in https://helpx.adobe.com/creative-cloud/help/download-install-app.html to download and install the Universal version of the CC applications.

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10 replies

Jasper Douenburg
Participant
Mar 1, 2022 10:52 AM UTC

I have the same problems. I used the Migration Assistant to upgrade from a mac Pro Late 2013 to the new Mac Pro 2019.

Did you gust following those stepts on both machines?

I  used the old Mac Pro 2013, as an home work space, en Mac pro 2019 at my work.

On both computers, the latest and new files wont sync. And get a lot of Sync errors.

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domkhAuthor
Participant
Nov 11, 2021 10:26 AM UTC

@Arthur Wright @doooooobin @Jeffrey_A_Wright - happy to report the fix worked a dream! I only had to 'clean' the "Core Sync" program - I didn't touch the CC applications (Illustrator, XD etc.) when running the CC Cleaner tool. Thanks for the help

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    Arthur Wright
    Participant
    Nov 10, 2021 11:23 AM UTC

    did this work for you?

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    Jeffrey_A_Wright
    Jeffrey_A_WrightCorrect answer
    Legend
    Nov 2, 2021 1:46 PM UTC

    Domkh, I am sorry you cannot use the Creative Cloud services on the new M1 MacBook Pro.  This is likely caused by migrating the older (Intel) applications to the new computer. Unfortunately, Adobe applications were never designed to use the Migration Assistant.

     

    To recover, please download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html.  Once the applications are removed, you can then use the process listed in https://helpx.adobe.com/creative-cloud/help/download-install-app.html to download and install the Universal version of the CC applications.

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      domkhAuthor
      Participant
      Nov 5, 2021 1:06 PM UTC

      @Jeffrey_A_Wright 

      Thanks for your message. I will go ahead with the CC Cleaner Tool. Before I do though, can I confirm that this will not remove the application preferences? I.e. the workspaces, keyboard shortcuts, settings etc. Cheers

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      Jeffrey_A_Wright
      Jeffrey_A_Wright
      Legend
      Nov 5, 2021 1:15 PM UTC

      Domkh, the CC Cleaner Tool does not affect the stored preferences or workspaces. It only removes the files used to run the Adobe applications and the related login information.

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