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rydengida
rydengida
Participant
July 8, 2022
Question

Missing files from libary

  • July 8, 2022
  • 1 reply
  • 525 views

My local IT-support needed to reboot my mac this Thuesday, so I created a designated folder in my Creative Cloud libary (Kolstadgata 1) and we loaded about 100 photos and 50 video files into the folder. Both me and the IT-guy saw that the files synced and doublechecked that they were in place before we rebooted the machine.

 

On Wedensday, after the reboot the folder was still there, but the content was gone. I have tried to create another folder (Kolstadgata 2) and do the same with some other files. It took a while before I could find the content of the new folder on another computer than the one used for the uploads, but after some hours they finally appeared. But my first folder is still empty.

 

How can I find my files? And don't Adobe have any responsibility for making sure mye files don't dissapear? Isn't Creative Cloud trustable as a place to storage files?

This topic has been closed for replies.

1 reply

Neelamk
Neelamk
Legend
July 8, 2022

Hi There,

 

Sorry to hear about your difficulties as you are unable to view synced files. Your files are always available online via the Adobe Creative Cloud website. Your files are only accessible on computers or devices with Creative Cloud installed. if you then delete your files on say your laptop, then these same files you deleted will also delete on every other device or computer you have Creative Cloud on. These deleted files then go into the Archive section of the Creative Cloud website.

You can visit the Creative Cloud website and click on the Archive section and restore files that had been previously deleted or missing.

Could you please confirm if you are logging into the Creative Cloud website with the same Adobe ID as your computers and devices?

  • Were the library assets that went missing shared with others?

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

 

Regards,

Neelam

rydengida
rydengidaAuthor
Participant
July 11, 2022

Hello Neelam, and thank you so much for your reply! This gives me hope.

 

I guess this means that when my mac was rebooted, the files were deleted from the libary, and I should find them in the Archive section. However, I can not find this Archive section. Maybe because my Creative Cloud is in Norwegian, but I tried to google it and found a post saying that Archive is now called Deleted. I checked there, and it just says "You have no deleted items". Should I look elsewhere?

 

I am sure that I am logging into the Creative Cloud website with the same Adobe ID as your computers and devices. As a "proof", the folder I created for these missing files is still there.

 

The library folder that went missing was/still is shared with my whole organisation (Oslo kommune/District Administrastion of Oslo - capitol of Norway).

 

Thank you for helping me, it means a lot!

 

Regards,

Ida

Neelamk
Neelamk
Legend
July 12, 2022

Hi Ida,

 

Thank you for the information. As you mentioned, you shared the files, could you please check and confirm if the files shared are visible to others, did they have access to do any changes to the files. You also mentioned Mac was rebooted ,does that mean Mac was updated , please let us the OS version on MAC and also the Creative Cloud application Version.

 

Also try accessing creative cloud through web assets.adobe.com and see if files are present there.

 

Regards,

Neelam

 

 

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