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becktango
becktango
Participant
April 3, 2015
Answered

Files sync failed - missing newest version of the file

  • April 3, 2015
  • 3 replies
  • 500 views

I have two files on the cloud: my Lightroom catalog and the accompanying previews file, and work between my desktop computer and laptop. I have not opened the LR Catalog file from the desktop since 3/10, but have been using in on my laptop continuously. After installing updates today, it asked me to log in to the Creative Cloud, which I did. When I look at my Creative Cloud folder, my two files had been replaced with the OLD version of the file from the desktop, last modified 3/10. The newest, current version which I have been working over the past month disappeared. None of the work I did on Lightroom, hours and hours, is showing up anymore. PLEASE help me find the newest version of my file!!!!

Also: it does not show up on "Archived" files on my account. The last version archived was on 3/10. If the file I have been using for the past month never synced to the cloud, why was it replaced with an old version of the file?

This topic has been closed for replies.
Correct answer derekajack

With the recent update of the Creative Cloud Desktop app (1.9.1.474) we unfortunately introduced a bug which causes the creation of a new Creative Cloud Files folder, and re-sync of all content. This will only occur the first time the sync application runs after the update. This has caused understandable pain and confusion, for which we truly apologise.


The Creative Cloud Files app contains logic that supports the use of multiple Adobe IDs. This allows you to sign out of one ID and in to another, but keeps your Creative Cloud content separate. When you sign out and change IDs, the app moves the previous Creative Cloud Files folder and it's contents and appends it with the previously signed in ID (User@AdobeID). It then creates a new main folder and starts to sync content of the new ID.

The bug which I mentioned previously occurs, as the app believes an ID switch has taken place and as such, moves the current Creative Cloud Files folder and tries to append the previously signed in ID. As no switch has actually taken place it manifests as (Unknown).  The app then creates a new main folder at syncs down the data.

Essentially what you end up with is a Creative Cloud Files folder with your newly sync'd data and a Creative Cloud Files (Unknown) folder that contains duplicate data.

This occurs once, after the last update completes.

The fix is to simply delete the Creative Cloud Files (Unknown) folder.

I would advise that you ensure you have no pending edits that you may have made offline and that you check the contents of the new, main Creative Cloud Files folder contains everything you expect it to.  If not, check the contents of the Creative Cloud Files (Unknown) folder.

If there is still a discrepancy with your data, you can check on creative.adobe.com to confirm your data is there.

If you have any further problems or questions about this particular issue please email syncforum-communication@adobe.com

3 replies

D
derekajackCorrect answer
Participating Frequently
April 6, 2015

With the recent update of the Creative Cloud Desktop app (1.9.1.474) we unfortunately introduced a bug which causes the creation of a new Creative Cloud Files folder, and re-sync of all content. This will only occur the first time the sync application runs after the update. This has caused understandable pain and confusion, for which we truly apologise.


The Creative Cloud Files app contains logic that supports the use of multiple Adobe IDs. This allows you to sign out of one ID and in to another, but keeps your Creative Cloud content separate. When you sign out and change IDs, the app moves the previous Creative Cloud Files folder and it's contents and appends it with the previously signed in ID (User@AdobeID). It then creates a new main folder and starts to sync content of the new ID.

The bug which I mentioned previously occurs, as the app believes an ID switch has taken place and as such, moves the current Creative Cloud Files folder and tries to append the previously signed in ID. As no switch has actually taken place it manifests as (Unknown).  The app then creates a new main folder at syncs down the data.

Essentially what you end up with is a Creative Cloud Files folder with your newly sync'd data and a Creative Cloud Files (Unknown) folder that contains duplicate data.

This occurs once, after the last update completes.

The fix is to simply delete the Creative Cloud Files (Unknown) folder.

I would advise that you ensure you have no pending edits that you may have made offline and that you check the contents of the new, main Creative Cloud Files folder contains everything you expect it to.  If not, check the contents of the Creative Cloud Files (Unknown) folder.

If there is still a discrepancy with your data, you can check on creative.adobe.com to confirm your data is there.

If you have any further problems or questions about this particular issue please email syncforum-communication@adobe.com

M
Maddyu
Participating Frequently
April 5, 2015

I am not sure on Mac but on PC go look under user account and see if there are 2 Creative Cloud folders.  There is bug or something going on.  On my PC i had two creative cloud folder: Creative Cloud & Creative Cloud (Unknown).  The unknown folder is probably where you will find your files.  After you locate them create a new Lightroom catalog from the Creative Cloud (Unknown) folder--think of it as a backup but use it in the "active", "new", "recognized" and save to the newly formed Creative Cloud.  Until Adobe figures out what to do--do NOT delete the Creative Cloud (Unknown) until then.  I moved my Creative Cloud (Unknown) Folder  to an external hard drive so that I can have more space on my main hard drive. 

Many of my INDD links are coming from the Creative Cloud (Unknown) folder and not recognized in the "new version" Creative Cloud.  As for PSD files that are linked to other PSD files. Any work that are dynamically linked--I now have lost the link and have had to manually reset all of them.  Trust me you are not alone and I sympathize with you!! This is an absolute nightmare. 

I
ijernigan
Inspiring
April 4, 2015

Check out this potentially related post - Why do I have 3 'Creative Cloud Files' folders?

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