Library Assets Missing

Forum|Forum|8 years ago
July 27, 2017
4 replies
4677 views

Hello, my creative cloud library (shapes, colors, etc) has recently disappeared and I'm not sure why. Any help would be appreciated.

Thanks!

David

File sync

This topic has been closed for replies.

clareb17678477

Participating Frequently

Sorry, the whole email didn't copy over:

What kinds of library assets were they that went missing? Stock images, project files, brushes, etc.? Vector images & logos only
You mentioned both files and folders went missing from the library. Can you explain more about the folders. Were these ones which contained linked assets? Could you provide a screen shot of what you mean? I have started recreating the folders files and have attached a screenshot. I set up multiple folders and drop vector images into them
Just to confirm, are the library assets missing or do they have broken links? They are missing. There was nothing in my library at all once I’d done the restart
Do any of the missing assets appear here in the Library archive? Adobe Creative Cloud No
Were the library assets which went missing shared with others? Yes, 1 other account of a designer who has left the premises. Her account could have been deactivated, taking the files with it? I don’t know her login details though
Could you provide the approx date/time they went missing? About a week ago. This could coincide with the shared account being deactivated.

David__B

Adobe Employee

Thanks for the additional details Clare.

I'll reach out to our engineering department to see if there is any way they would be able to recover the libraries. I don't know if there is or not, but I'll find out.

If you replied to my post via email you might have to go to the forums online to post the screen shot. It didn't seem to show up.

If the other designer which left the premises had edit rights, it's possible they could have deleted the libraries depending on how they were shared. If the libraries were collaborated with that person, and they had Edit rights, it's possible. It seems odd that they disappeared right at the same time? Please see the collaboration section here for more info Creative Cloud Libraries in Illustrator

Engineering may have some additional questions I'll reply back with what I find out.

Thanks,

- Dave

clareb17678477

Participating Frequently

I have the same issue. I did a restart and suddenly multiple folders and files I had in my libraries are all wiped. I rely very heavily on these for quick workflow and its a huge inconvenience. I have tried to get help no less than 7 TIMES on the live chat and the support person just ends the chat every time! I have no way to contact them, Adobe are very unhelpful. I'm really disappointed in the lack of support here to what I think is a pretty serious issue.

David__B

Adobe Employee

Hi Clare,

Sorry to hear about your difficulties trying to get support through chat. I'll do some checking internally and see if I can figure out what happened.

I had some additional questions about the issue with missing the library assets.

What kinds of library assets were they that went missing? Stock images, project files, brushes, etc.?
You mentioned both files and folders went missing from the library. Can you explain more about the folders. Were these ones which contained linked assets? Could you provide a screen shot of what you mean?
Just to confirm, are the library assets missing or do they have broken links?
Do any of the missing assets appear here in the Library archive? Adobe Creative Cloud
Were the library assets which went missing shared with others?
Could you provide the approx date/time they went missing?

Please get back to me with more info when you get the chance and I'll see what I can do to help.

Thanks,

- Dave