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sethb39817292
Participating Frequently
Mar 6, 2022 9:08 PM UTC
Answered

File syncing is broken

Something is wrong with Creative Cloud file syncing. The last three days, anytime I re-name, move or delete a cloud file in Windows Explorer, the files will not sync. The Creative Cloud app tells me this is "due to server error." 

 

Files remain unsynced unless I go to Creative Cloud web and make all the same changes and deletions.

 

I tried relaunching the Creative Cloud app. That does not solve issue.

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    Tarun Saini
    Tarun SainiCorrect answer
    Community Manager
    Mar 9, 2022 2:56 PM UTC

    Yes, I sent my log file yesterday. If you want other people to send theirs, you should include the email address.


    Thanks for your response. Is it possible for you if you can attach the Zip file of the logs here? I've shared the information with our engineering team who are working on it and the fix will be for all users who are currently seeing this issue.

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    18 replies

    David__B
    David__B
    Legend
    Mar 9, 2022 6:15 PM UTC

    If you've completed all of the troubleshooting mentioned in this discussion and in this article https://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html and are continuing to have difficulties I'd recommend reaching out to and working with our support directly.
    Please contact them here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

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    sethb39817292Author
    Participating Frequently
    Mar 9, 2022 6:31 PM UTC

    David B, did you read the thread? Your co-worker just said the issue is known and engineers are working on it.

     

    Is that the case or not?

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    David__B
    David__B
    Legend
    Mar 9, 2022 6:52 PM UTC

    Hi Seth,


    You are correct, our engineering is working on the issue but it may be more be expedient to work with our support directly for this type of issue rather attempting to resolve it through the forums.

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    Tomáš232758590skm
    Participating Frequently
    Mar 9, 2022 9:11 AM UTC

    same problem man! Adobe please fix this 

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      sethb39817292Author
      Participating Frequently
      Mar 9, 2022 2:29 PM UTC

      Hopefully as more people report this issue Adobe will actually look at it. As of yesterday they were still claiming it wasn't happening, or that it was user error.

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        Tarun Saini
        Community Manager
        Tarun SainiCommunity Manager
        Community Manager
        Mar 9, 2022 2:36 PM UTC

        Please share the log file with us to investigate further? Check this link to collect the logs: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

        Once you have the logs, please share the zip file with us. The issue you have described is known & our product team is working on a fix. I will get back to you once I hear from them.

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        amyr249454
        Participant
        Mar 8, 2022 10:48 PM UTC

        Same issue here; I'm on a Mac. I deleted all files from "Deleted files" and freed up most of our space. Still can't make a new folder without the red death triagle appearing. This is due to "server error". I, too, tried logging out and back in again with no luck. Any help would be most appreciated!

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          Tarun Saini
          Community Manager
          Tarun SainiCommunity Manager
          Community Manager
          Mar 7, 2022 10:47 AM UTC

          Hi there,

           

          We're sorry to hear about your difficulties. Would you mind telling us which version of Windows you're using? Since when have you been seeing this issue? Please ensure your operating system and the Creative Cloud Desktop Application are updated.

           

          Try to open the Creative Cloud Desktop Application > go to Cloud Activity icon in the upper right, click on pause syncing & then resume syncing to check if that helps.

           

          If the above step doesn't help, quit the Creative Cloud Desktop Application from the Task Manager.
          Go to C:\Users\<username>\AppData\Roaming\Adobe\CoreSync and delete any file that has *.db (or a variation such as *.db-wal). Restart the Creative Cloud Desktop application.

           

          Let us know if that helps.

           

          Regards,

          Tarun

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          sethb39817292Author
          Participating Frequently
          Mar 7, 2022 4:23 PM UTC

          Issue started on Friday, March 4. 

           

          I am on Windows 10 build 19043.1526; Creative Cloud Desktop Version 5.6.5.58 -- but it is not an OS problem. Co-workers on Mac OS are having same issue.

           

          Pausing file syncing does not help. Relaunching application does not help. Deleting and reinstalling application does not help. Deleting *.db files will cause old files to sync -- but as soon as new folders are created, syncing stops working again.

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          Tarun Saini
          Community Manager
          Tarun SainiCommunity Manager
          Community Manager
          Mar 7, 2022 4:38 PM UTC

          Thanks for your response. Have you tried running the application as an Administrator? Try launching the Creative Cloud app by right-clicking and choosing Run and Administrator.

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