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B
Ben Mordue
Participating Frequently
July 8, 2014

Hi Felipe,

Have you already installed the Creative Cloud desktop application?

Are you able to launch it and see a screen like this one?

Thanks,

Ben

F
Felco VAuthor
Participant
July 8, 2014

Hi Ben,

Yes, I have already installed the CC desktop application.
I can see this screen

But when I click "Sincronizar" nothing happens.

Thanks

Felipe

B
Ben Mordue
Participating Frequently
July 8, 2014

Hi Felipe,

Thanks for confirming that. I'm also assuming that you have some files in your Creative Cloud Files on the web.

It looks like there is a problem communicating with the server. This could be because of firewall rules on your network. Are you able to connect to a different network to see whether you can sync there? For example, if you are currently trying to connect at work, could you try from home?

For us to investigate this more thoroughly, I'd be grateful if you could provide your log files, following the instructions below. Could you zip them up and send to me at bmordue@adobe.com?

There's a separate log file for each day. Please send the most recent log file. Here's where to find the log files:

Mac:

/Users/<username>/Library/Application Support/Adobe/CloudSync/CoreSync-2014-MM-DD.log

(where 2014-MM-DD is the date of the log)

Windows:

C:\Users\<username>\AppData\Roaming\CloudSync\CoreSync-2014-MM-DD.log

'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read this page for help on showing these folders:

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html

Thanks,

Ben

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