Participant

Answered

Files are getting deleted from creative cloud

Forum|Forum|10 years ago
April 27, 2015
23 replies
20198 views

Creative Cloud just deleted 80% of our file from my CC folder on my mac. The desktop application gave me a notification saying that a file had just been deleted and I can all these files in my trash. I did not delete it, and I'm unsure about what went wrong.

This had happened before and I had to manually restore all the files from trash.

This is a nightmare as we use cc as our workspace. Please help.

This topic has been closed for replies.

Correct answer Ken G. Rice

@Chris@Neudesic - You have 323 files and 2107 folders in the Archive at https://assets.adobe.com/files?filter=archive. You can Restore all the items in the Archive. Items were not archived from the CC Assets web application. Please follow the instructions in Lin He's post above and send your log files to the Core Sync team. They will be able to help resolve why items are ending up in the Archive.

D

defaultf5jo46r7n1dg

Participant

Is there a way to turn this off? This is SO annoying!

kglad

Community Expert

@defaultf5jo46r7n1dg, what do you want to turn off?

D

defaultf5jo46r7n1dg

Participant

The auto-delete function.

ScottEllisCBIZ

Inspiring

I'm starting to think this is happening to my company as well. Thursday of last week, over 7000 files were deleted from our cloud account. Some were in the archives, some in my trash can. I think/hope I was able to recover them all. Then on Friday, the same thing happened. Again, I think I recovered, them. At that point I removed edit access to everyone except key personnel on the folder that was effected and that seemed to stop the issue. No random file deletions took place yesterday. Then, today, another much smaller handful of folders was deleted. With the majority of access shut off, I was able to determine that no one even accessed that folder today.

This is unacceptable. If we lose work because Adobe's file system is unreliable, it could cost us thousands of dollars. Apparently this issue has been going on for close to 3 years. On top of that, Adobe has appeared to shut down their product support as there is no longer a way to access support chat or phone numbers for anything other than account issues.

C

Chris149

Participant

This is nuts. My organization had this problem a while back (reported above - few pages back) and it was so scary we stopped using Creative Cloud for storing or collaborating on work. With the volume of files involved it's near impossible to be 100% sure everything was recovered unless things were backed up via another source.

Designers have lost faith and in many cases completely dropped Adobe choosing to use other tools instead. This is problematic for IT and management as it add additional cost and potential compatibility conflicts.

Adobe should drop creative cloud file component as it exists today and partner with Dropbox to integrate CC features to that platform. Many organizations use DB or similar for collaborating with clients already any way (if they cannot build their own).

Adobe has had great tools IMO, but this simple blocking and tackling has opened the company up for disruption and it's happening rapidly in the software and experience design space.

A

ayeletp20050173

Participant

Chris,

We are in the same situation, looking for a proper replacement to the CC storage due to those issues.

I would be happy to hear which solution have you came up with.

Thanks,

Ayelet.

B

Brian22

Participating Frequently

Just here to say the EXACT same thing has happened to me. I come back from Christmas vacation and nearly half my work files, 30gb are gone!! (looks like the massive deletion occurred for me on Dec. 25th) It looks like they're in the online Archive folder so I'm going to try to restore them from there, but if that fails for some reason, I'm screwed.

There's no pattern or rhyme or reason to this, MONTHS or even YEARS of work are gone. This is EXTREMELY FRUSTRATING and COMPLETELY unacceptable. I'm in the process of my own attempts to restore my files, but you'd better believe you're going to hear more from me.

J

jmonk

Participant

Just move on, stop using their cloud system or least use it assuming things will get lost without notice. It's not worth you stressing about it.

tomask14810057

Participant

Same issue here. Entire folder got deleted without any user interaction. And it's NOT in the archive.

Talked to Sugandha Sharma on Nov 21st. I was told "the case would be escalated to the next level of support".

Never happened. Reached out to Sugandha Sharma again on Nov 27th, no reply.

I see another user here had the same experience with him. Honestly, get rid of the guy. And fix this.

David__B

Adobe Employee

Hi Tomas,

Sorry to hear about your poor experience. Do you have I case number I could look up related to the issue?

Thanks,

- Dave

tomask14810057

Participant

Hi Dave,

my case number is

ADB-230434-N0K5

Thank you,

nicoleg71875723

Participant

This just happened to me this morning. One minute the 42 gb folder was where it was supposed to be in creative cloud and the next they were in my trash. I tried to call, only to be transferred 4 times and hung up on. I now have the files saved on my hard drive but I'm super nervous about putting them back on the cloud. Any help out there?

Babs8778

Participant

I have a solution for everyone here.

DO NOT USE CC FOR FILE STORAGE.

Unless you're stuck with it. Use DropBox instead. MUCH more stable, and has been around the block longer for cloud file storage and file sharing.

Babs8778

Participant

Oh, and i forgot to add that THIS HAS BEEN GOING ON FOR 3 YEARS so clearly it's not on the top of their priority list of fixing it.

Dear Adobe,
Please get your "engineers" in line. And i'm not talking about the line at Starbucks either. Also, fix your damn phone transferring system. Please want to talk to people to fix problems, not get tossed around like monkey in the middle for hours.

Sincerely,

a long time adobe customer, first time forum user.

laddida

Participant

Has this been fixed yet? It happened again to my team this morning. We had a system update over the weekend which seems to coincide with files being deleted off Creative Cloud. We contacted our IT and they said it isn't anything they can fix from their end, it's an Adobe issue. This is affecting our work and it's unacceptable!

David__B

Adobe Employee

Hi Laddida,

I'm sorry you are facing issues. I know with the last update to the Creative Cloud app some of the causes for this were addressed (end of July). However, I think there may be additional causes which are also going to be addressed with a future updates as well. I haven't heard of any other reports of the issue being related to a system update. Which system update was it that coincided with this new occurrence for you? If you'd be willing to share more details I can pass them on to the related engineering team to ensure they are aware.

Thanks,

- Dave

KY0014

Participant

This issue jus started to occur to my working team within the last month. We're seeing files moved from the CC folders to our trash cans/recycle bins in addition to syncing being interrupted. I put in a support request and talked with an Adobe representative via chat. They didn't offer any solution, just that we should restore from our CC archives.

Some details:

The work team is using separate Adobe IDs in both OS/X and Windows environments, the issue happens intermittently to all of our files stored in CC, usually timed with syncing error messages.

Some of us also have Dropbox on our computers.

It also looks like the error might be tied to CC storage being maxed out, like it’s creating a sync loop from the first instance of the error, and then as it attempts to sync itself, it “thinks” it’s out of space and dumps files into trash cans/recycle bins.

Copy That

Participant

I have had the same problems. Files not synching. Missing files. Files found in trash. Files loaded from the Mac but not visible from the PC, and vice versa.

The problems started when the decision was made to locate all of my files on the Creative Cloud, and thus reduce filing dilemmas in this dual-platform shop. The synch was a horror that took forever and resulted in a complete mash-up of the files. Luckily, nothing has been permanently lost, but the glaring delays are nearly as bad.

I brought in my IT guy in order to figure out what was happening (extra expense). I also had a couple of very disappointed customers because I could not locate their files to show them proofs on projects. Furthermore I lost valuable production time dealing with this horrible headache. A new external hard drive has been acquired (extra expense).

The software is not running as-advertised. I paid out extra expenses to handle this problem, expenses which exceeded several months of my Creative Cloud subscription.

I have two questions:

1) Is Adobe offering any compensation for this issue? If not, why not? This has been very distressing.

2) What is being done to resolve this issue? I now lack confidence in the cloud-based services provided by Adobe, services I am paying for, but am not receiving.

Will Pipkin

Copy That, Ashland, Wisconsin, USA

daniel_loco

Participant

This is still happening to my team and sending entire files of projects into the trash.I then have to restore them and CC says "syncing files" which is about over 300 files and taking time away from our deadlines, some things we have backed up on dropbox and google drive, but some projects were specifically all on CC because they were animation or graphic design projects and it's getting very frustrating, why even have business cc subscriptions? You'd think with as much money it costs us a month and other businesses paying for CC, this could be fixed in the amount of time it's been happening... as well as the individuals/freelancers that pay monthly

David__B

Adobe Employee

Hi Daniel,

I'm sorry you've been encountering this issue too. Adobe is still trying to understand why the issue occurs. If you'd be willing to help us collect and pass on details too. If you have the time to respond to the same questions I had for Roger I'll pass on your info too.

Thanks,

- Dave

R

rogerknight1

Participant

This happened to me today. I am using the latest version of Creative Cloud Version 4.1.1.202 on Windows 10. Most of the files I had in the CC Cloud ended up in my Recycle Bin. Having reliable cloud storage for CC assets is fundamental. Please can this issue be prioritised.

David__B

Adobe Employee

Hi Roger,

I'm sorry this happened. This is an issue our engineering team is still investigating and trying to better understand why it occurs. Would you be willing to work with me to collect some information about what happened, which I could in turn pass on to the related engineering department to help investigate the issue?

Some initial questions:

Did the files get moved to the trash on more than one computer?
Were all the files within your Creative Cloud Files folder moved to the trash or only certain files or folders?
Were the files which ended up in the trash ones which you've collaborated with others on?
Would you be willing to collect and share a download link to the log files from your computer? I'll provide instructions if so.

Thanks,

- Dave

R

rogerknight1

Participant

Happy to help if it will assist your engineers to solve this problem. In answer to your questions...

Files were moved to the recycle bin on only one computer
Only about 70% of my CC files and folders were moved to the trash - other remained in place
I don't know if all the files that were in the recycle bin were ones I had collaborated on with others, but I suspect not.
Happy to share log file - please send instructions

Roger

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ADB-230434-N0K5

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