Day 25: Still cannot access 7+ years of files due to Adobe syncing issue

Forum|Forum|2 years ago
February 5, 2024
1 reply
115 views

It's been 25 days since my support request was opened (ADB-32670010-D9Q9), it's been 5 days since I've received a response from technical support.

So far we've determined that it's not an issue with my software or hardware, but an issue on Adobe's server's end, and the engineers are investigating. I've been told to delete old files from Adobe Draw folder and any old GEM files. I did this, but I still cannot access files on any app, on any device, on any connection.

25 days is not good enough. Why isn't hasn't this been prioritised? I need to access my files to run my small business. I've lost clients and income because of this.

I need this resolved and I don't know who to turn to anymore?? Feeling very sick.

This topic has been closed for replies.

kglad

Community Expert

these are user forums, so your best bet is to re-contact adobe support.

and learn a lesson, always maintain a local copy of important files.

B

BrentTurnerAuthor

Participant

1. This is a community support forum where users ask support and tech related questions. Adobe support is ghosting me so this is my only option. I'm sure you can appreciate that I'm hoping someone from this community may have gone through something similar and could offer some advice?

2. I have local copies saved, but you can't open local files in Fresco on a bricked account that's not sycning. You can only work with cloud files in Fresco.

Whilst we're on the topic of maintaining local files, do you know of a way to efficiently bulk download all of your cloud files at once, or perhaps an easy way to save them to an external HDD? From my experience, you can only download 10 files at a time.

kglad

Community Expert

maybe someone else can help you more, but this is the only thing (that i know another user can offer):

use a web browser to navigate to the following locations. at each location there are several folders/link to check.:

https://assets.adobe.com

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

if you delete anything from any of these locations, check for a deleted folder where your file(s) was (were) moved. if you want to clear space you must delete files in the deleted folder. the used storage shown at each of those four sites (when totaled), should match the space shown used by your cc files.

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