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.

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Zach Bruce

Participating Frequently

This was a problem 2 months ago for our team sharing tons of files. We made the switch to our existing Microsoft OneDrive for Business account that recently released a Mac client and have never looked back. I even sent log files but never got a response from Adobe. I honestly would just find another filesharing solution.

Iburst

Participant

New Year Same old problem. Was there ever a fix for this? My co-workers were having this exact problem on their Macs. I just recently discovered with such shock and awe to my dismay (, not really that surprised after reading everyone's plea for help and the IT textbook responses) that I have auto deleted folders/files in my Recycle Bin and I'm running on Windows.

David__B

Adobe Employee

Hi Iburst,

I know this is an on-going issue that our engineering team is and has been working on. There have been several underlying causes identified, some have been fixed and some are still ongoing as they continue to investigate and release fixes.

I'm sorry to hear you and some of your co-workers have been affected.

Some questions to help us better understand the circumstances:

Were the files which go deleted in your case part of collaboration? (this > Collaborate on folders and libraries from Creative Cloud account)
Was there any kind of error message when it happened?
Did the same files get deleted on multiple workstations?
Were you able to successfully recover all of the files which got deleted?
How many files and/or folders got deleted, would you be able to provide the names of them for reference?

I might have additional questions for you but this would help us get started. We might also need to try again to see if we could get the log collection tool to work on the effected system.

Please follow up when you have the chance.

Thanks,

- Dave

A

ayeletp20050173

Participant

Hi David,

this problem occurred to me and my team already twice, it started to happen when I moved from PC to mac.

a team member had noticed missing files and folders and after some research they were found in my trash.

Its ridiculous but i find my self looking at my trash each day to check whether this had happened again,

I would like to know:

does this error happens only in MAC os?
Why is it happening only to me? other team member are also using mac they never found lost files in the trash. Im the team manager
did you find a solution for this issue? we are really depressed from that and start to think of other storage, collaboration tools.

Thanks,

Ayelet

KaisuWiseman

Participant

26 October 2016 and this just happened to me, was working on files then get told it doesn't exist and find almost everything has gone, restoring 200 at a time from archive now...

T

trbeck8232

Participant

It's November 29, 2016 and this occurred to me. Any way to restore? Customer Support isn't being so helpful.

Celestial_self0D44

Participating Frequently

I also just noticed this in my Creative Cloud folder. Something was deleted back in September and I am sure it wasn't me. I wouldn't have deleted a project like this.

I have 20,000 files in my archive. Is there any other way of scrolling through the archive other than page by page? I got to some of the files I wanted by trudging all the way page 41 and it took my 45 minutes, then the restore button wasn't working. I can't believe there isn't a way to search and filter the archives. The interface is so basic it is going to take me hours to trudge through this. You can't even alter the url to go to a page number further along. I am seriously now going to have to click next 41 times to find the files again, waiting for the extremely slow pages to load.

Also, the files give no indication of where they were before they were archived. This makes it even more difficult to tell what the files are for. And I can't tell if restoring a folder means the files that were in it will be restored? This has ruined my day to be honest.

Will

M

mecdos

Inspiring

october 2016 it just happened to me.

i finished a design package just in time, made a link to share with my client. around midnight, my client emailed me pissed that the link wasn't working. i checked and my files were gone. even if i can restore them, i can't restore faith with my client.

M

MoukariT

Participant

So Adobe havent figured out this problem in a year, is there some estimation yet when it should be fixed?

My files started to delete themselves last week, now 2 times have gone through unarchiving them, but it seems this might be only the beginning..

Most annoying part is that resyncing them takes a whole lot of time from workday..

Lin He

Adobe Employee

Hi:

Sorry for the inconvenience, but we would like to request more information to understand your issue and provide the solution. Could you please use the log collector tool (https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html )and send the zip file on your desktop to me at SyncForum-Communication@adobe.com.? Please also provide the information below:

Specific file or folder names that are affected:
Are you using Creative Cloud collaboration:
How many computers you use with Creative Cloud:
Adobe ID:
Forum post link:
Type of internet connectivity (Ethernet/WiFi):
Using a proxy (Y/N):
Firewall (None/Corporate/Local):
Timezone of your computer:

Best Regards

Lin

C

cvanalmelo

Participating Frequently

Adobe Support (redtea)... how many times does Adobe support have to ask us for specs so they can troubleshoot? It's been over a year for me on this problem. Support was able to fix my MAC- with "read/write" changes, but not the Windows machine. Shouldn't this be fixed with an update for all clients?

C

cvanalmelo

Participating Frequently

Ok.. guess what? I have a tech support ticket open.. and the tech person changed permissions on my CC local folders to admin. I then successfully syned 1600+ files over the course of 4 days with NO deletions. I am watching this carefully and will keep you all posted. This is promising.

T

teisenhauer

Participant

This is also happening to our organization. This has been happening since approx May 29th, 2015.

We spoke with support and they told us that they are aware of the issue and are working on a fix. So apparently this fix is taking over a month?

We use the cloud for backing up all of our design assets and this is a MAJOR issue with Adobe Cloud Assets. This bug renders the Adobe Cloud Assets beyond useless -- it is creating more and more work for us to go back and restore files. If they are being moved into the trash folders, what else is happening to them?

When can we expect a fix? Where can we get notifications about a fix?

A prompt reply from Adobe Support is appreciated.

Thank you.

wharress

Community Manager

Hi,

Adobe Support do not usually monitor this forum, Customer Care can always be contacted from Contact Customer Care if you need support immediately. We have verified a fix for files being moved to archive, which will be pushed out to customers sometime in the very near future.

Thanks

Warner

J

jmonk

Participant

Is there any update on this? I have contacted Customer Care and all they could do was send me back to the forums. They said that they could not access the log files to see what may be causing random file deletion, and they could not see whether it was user initiated or not.

T

trevore85643891

Participant

Hi, the same thing is happening to us for about the last week or 2. Every couple days random files are being deleted and end up in the trash. Luckily I can use Time Machine to get things back to how they were, but this is a hassle. It just happened again overnight.

Is there a fix for this?

T

trbeck8232

Participant

This just happened to my company as well. As someone who is an avid file organizer on Creative Cloud, this is a big bummer. Is there anyway to resync to a past version that includes all of my files in their correct places? Refiling everything will take some time.

D

danielt26255628

Participant

Similar issue just happened to us. It seems that all HTML, JPG and PSD files in our shared folder were deleted, while folders and PDFs remained untouched. This is extremely frustrating.

D

derekajack

Adobe Employee

Daniel, I'l email you directly so I can capture log files from you. This will help us understand what is happening here.

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