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Community Expert
Jeffrey_SmithCommunity Expert
Community Expert
September 19, 2017
Question

Files and Folders Mysteriously Moved to the Archives

  • September 19, 2017
  • 1 reply
  • 612 views

As title states, I have just experienced files and folders from my Creative Cloud account moving to the archives. I have restored these files, but not all made it back to their original location. I noticed other reports of this happening.

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    1 reply

    David__B
    Adobe Employee
    David__B
    Adobe Employee
    September 19, 2017

    Hi Jeffrey,

    Sorry to hear this happened. I had a few additional questions to better understand:

    • Are you on Windows or Mac? which version?
    • Were the files which got moved ones which were collaborated with others?
    • If you were collaborating, did files being moved to the Archive happen to others too?
    • Did you have the latest version of the Creative Cloud desktop app installed when it occurred? 4.2.0.211
    • Did you have any issues with long sync times or was sync running preceding the incident?

    Thanks,

    - Dave

    J
    Community Expert
    Jeffrey_SmithCommunity ExpertAuthor
    Community Expert
    September 19, 2017

    Hi David,

    • Files are shared from a number of computers including Windows 4.2.0.211, Mac 4.2.0.211, and Mac 3.8.0.310

    • Yes

    • Yes

    • Not on the one Mac

    • Yes, I have sporadically experienced longer than usual sync times. Other things I have observed is CC runs a sync when there were no files updated. And I receive messages that some files can not be synced.

    David__B
    Adobe Employee
    David__B
    Adobe Employee
    September 19, 2017

    Thanks for the quick response. I know there were some improvements with the last update to the Creative Cloud app that addressed an issue related to this. There was an issue where if a system went into a sleep state while syncing, collaborated files/folders were incorrectly moved to the Archive. I'm not sure if in your case because the Mac wasn't up to date, that it may have encountered the issue? I know when files are moved to the Archive, it can be really inconvenient having the prior file structure lost. Are you still getting a message that some files can't be synced? If so, does it give any kind of any error message?

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