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laureng90125381
Participating Frequently
June 15, 2017
Question

Missing files from cloud

  • June 15, 2017
  • 2 replies
  • 1182 views

My coworker and I have been using the cloud between 2 computers for about the last month. We have experienced lost files with both Illustrator and InDesign. Neither of us moved the files nor deleted them. They were there to work on and them simply not. We have the PDF files that we created for proofing but not the native files. Is there anyone that can help with what to do to find those, or are they just gone and this is an unfortunate side effect to the cloud?

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2 replies

David__B
Adobe Employee
David__B
Adobe Employee
June 21, 2017

Hi Lauren,

Sorry to hear about your difficulties. Like AnneMarie, I was trying to better understand more specifics about your workflow in order to understand what happened about hopefully help. I agree with AnneMarie's suggestions.

A few other things I wondered about

  • Do the files appear here: https://assets.adobe.com/files?filter=all
  • or here: https://assets.adobe.com/files?filter=archive
  • What was the names of the files which disappeared?
  • Do you know the approximate date and time when they disappeared?
  • You mentioned you checked on the trash on your computer, did your co-worker check theirs too?
  • Would you be willing to collect log files from your computer to help us better understand what happened if needed?

Thanks,

- Dave

L
laureng90125381Author
Participating Frequently
June 21, 2017

In response to your questions -

1. They do not appear under assets and all files. We have checked both computers and online.

2. The names of the files were MileOneBrochure and MileOneEvidenceGuide

3. I cannot recall when the first one disappeared, but the last one disappeared last Wednesday.

4. I have checked the trash on his computer as well.

5. I'm not sure what log files are, but I don't know which computer to collect them from as this is a file that we both worked on.

AnneMarie Concepcion
Community Expert
AnneMarie ConcepcionCommunity Expert
Community Expert
June 15, 2017

Hello Lauren, that's scary to hear! I've never heard of that before.

When you say you've "been using the cloud between 2 computers" what do you mean, precisely. Are you using files in your Creative Cloud Files folder on your hard drive? Or sharing or collaborating with files you're dragging into CC Libraries? Or ...?

AM

L
laureng90125381Author
Participating Frequently
June 16, 2017

A coworker and I are both accessing the cloud from separate computers to edit the same documents. All of the files are living in the cloud that way we both can get to the most current versions and make changes as needed. We have not gotten to the point or habit of saving on a hard drive regularly yet, but after this we probably are going to. We are looking at adding a 3rd person into the mix to edit documents, but if files keep going "missing" I'm not sure that this is where we want to house the documents.

AnneMarie Concepcion
Community Expert
AnneMarie ConcepcionCommunity Expert
Community Expert
June 16, 2017

but ... what "cloud"? There is not a single "cloud" out there, there are many services that offer cloud storage. These companies simply let users save and retrieve documents on their computers at their sites (popularly known as "the cloud" -- it just means someone else's hard drive on their server computer).

The biggest cloud services for file storage and sharing are Dropbox, Google Drive, and Box.net. Is it one of these? You can save ID and Illustrator files to these cloud sites, and share access to them with other users. Both Dropbox and Google Drive automatically sync your files stored there to a special folder on your local hard drive. Both also let you share selected folders with another user. The one who does the sharing is the Owner, as you'd see in the sharing details for a shared item.

Since you're posting here on the Adobe forums, I'm guessing you're talking about the storage space from Creative Cloud, but CC doesn't let two or more users access the same storage space as you say. Someone would've needed to select a folder or file in their CC account and expressly shared it with another user.

Maybe a screen shot of where you're saying you access file from, and where they're missing from, would help us identify the cloud you're talking about.

To see your CC files, go to your CC app, choose Assets, click Files, and then either click Open Folder (to see the CC Files folder on your hard drive) or View on Web (to see the same, synced items in your CC cloud storage).

Thx,

AM

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