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M
Munchezuma
Participant
April 3, 2014
Question

Large files (over 1gb) are not syncing

  • April 3, 2014
  • 1 reply
  • 1341 views

I have been having some trouble with Creative Cloud storage over the past couple weeks. A few months back, I was able to upload and share some large files on Creative Cloud. They were about 6GB.

However, over the past couple weeks, I have been trying to upload and share a series of video files. The files under 1gb uploaded and shared fine. However, I cannot get any files over 1gb to upload. I copy them to my local folder and after a period of time, I get an error message that an unknown syncing error occured.

Any suggestions what might be going here?

Thanks in advance.

This topic has been closed for replies.

1 reply

David__B
Adobe Employee
David__B
Adobe Employee
April 3, 2014

Hi Munchezuma,

Sorry to hear about your difficulties. A few questions:

- Are you using a high speed internet connection?

- How long is it attempting to sync before failing?

- Is this occurring with one file or is happening with multiple files?

Could you collect and upload your sync log files for review? They are located at

Mac:

The log file can be found here:

<Mac Hard Drive>/Users/<username>/Library/Application Support/Adobe/CloudSync/CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The Users Library user folder is hidden on starting with 10.7 or later

see http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html

Windows:

The log file can be found here:

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

(where YYYY-MM-DD indicate the date of the last log)

Note: The AppData folder is hidden by default this doc shows how to show it if needed

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

Would you be able to zip the log files into a single file, upload them to Creative Cloud, make it accessible for download, and post the download link here?

Thanks,

- Dave

M
MunchezumaAuthor
Participant
April 3, 2014

Sure, I am uploading it now and will post the link below. The zip contains the last several files, but I know I experienced this issue on 3/31.

http://adobe.ly/Ofyyw7

I am on a high speed connection and I have tried this both at home and at work.

I have tried a few different things, but the major issue I had was when I tried to upload seven .mp4 files. Five of the seven uploaded fine, but two gave an error. WHen watching the status on Creative Cloud, I would see the timer tick down and then with no time remaining, it would hang there for several minutes after which I would get the Unable to Sync error. (I will try to duplicate it so I can get the exact error message). So, to answer your question, it happened with two of seven files. I then tried to zip them all together and do it as one big zip file, and that showed the same behavior - countdown would progress then it would hang at the end and eventually send the error message.

I tried a few other things I found here as well - turning Sync off and then on, making sure the files we completely copied before syncing, and renaming. These didn't help the issue.

Any insight would be appreciated. Thank you!

David__B
Adobe Employee
David__B
Adobe Employee
April 17, 2014

Hi Munchezuma,

Sorry for the long delay. I've having the issue investigated and will update you with the outcome.

Thanks,

- Dave

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