Skip to main content
W
waamco
Participant
April 3, 2015
Question

I just updated Creative Cloud to 1.9.1.474, and my entire CC folder just disappeared. And I can't access any of my 18GB of files on the web. What the hell is going on?

  • April 3, 2015
  • 2 replies
  • 504 views

CC says it's re-syncing all 18 GB of my files back to my HDD. I'm on crappy wifi in southern Peru, and I can't access any of my work files for (CC estimates) 22 hours. I'm basically out of business for a day or more. How the hell can Adobe allow this to happen?

This topic has been closed for replies.

2 replies

D
Adobe Employee
derekajack
Adobe Employee
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

W
waamcoAuthor
Participant
April 6, 2015

It didn't quite manifest this way for me. It just re-synced the entire 18 GB folder. And because I'm on crappy wifi in southern Peru, that took 2 days to download. Some project files were outdated because they failed to sync before the "update" (as they so frequently do with CC on any connection), so I had to double some efforts. So I was essentially out of business for 2 days. I now have to take separate, frequent backup measures to protect against wreckless errors like these, in the event that I'm separated from my files in the future. That was exactly what I'd planned not to do while traveling. This costs me time, and costs my company money. I guess I'll have to duplicate my work into Dropbox, which has been extremely reliable, and make more frequent local Time Machine backups to be even safer.

Not that I expect anybody to actually do anything, but I'll voice it anyway: your Adobe QA or dev staff should be seriously reprimanded for errors like these. Customers are now paying for and relying on these cloud services, and to date they've been very broken. When gigantic bugs like these occur, they cause real monetary damages. I'm fortunate that this time I didn't need something more urgently, but I have no confidence in CC to be functional when I do.

    I
    ijernigan
    Inspiring
    April 4, 2015

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

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices