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R
Rena5E7D
Participant
March 21, 2021
Question

Re: My Creative Cloud files are missing [Branched from 6 yr old topic]

  • March 21, 2021
  • 4 replies
  • 382 views

I encountered this exact same problem, as all my Creative Cloud files disappeared today. It was months of work and I am extremely frustrated and upset to lose my files. I am also shocked to see so many fellow users had an even bigger loss of files.

 

I already tried everything I read, and unfortunately, none of the lost files were in the recycled bin or deleted folder. I am following Warner's instruction and will send in my log files to  SyncForum-Communication@adobe.com  

The lost files are extremely important to me, and I will need to recover them, and I truly hope you can help me.

 

Thanks,

Rena

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4 replies

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
March 22, 2021

Fellow product users can't help you recover lost files.  You'll need to reach out to Adobe Technical Support about that.

 

Synced files should reside on your hard drive inside your Creative Cloud Files folder as well as whatever dedicated backups that you have on external drives, cloud storage services like DropBox, Google Drive, etc...  

 

I use Backblaze which is very affordable.  It backs up my entire PC nightly and keeps old files on hand for 30 days if I should ever need them.

https://www.backblaze.com/home-1.html

 

Nancy O'Shea— Product User & Community Expert
Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
March 22, 2021

I know it doen't help you now, but you may want to have a look at Schofields Second Law:

https://www.zdnet.com/article/follow-schofields-three-laws-of-computing-and-avoid-disasters/

    A
    Angela5C0F
    Participant
    March 22, 2021

    Hello, 

      I am currently experiencing the same issue. What do the log files do? And how do I send them to SyncForum-Communication@adobe.com?

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    March 21, 2021

    Hi @Rena5E7D,

    You resurrected a topic from 2016 that is out of date. So I moved this to a new topic for you.

     

    Are you saying your Creative Cloud files are missing from your cloud storage?

    Are you logged in to the correct account?

    Are you looking in the right location?


    Creative Cloud Assets https://assets.adobe.com
    Synced files
    Cloud documents
    Deleted files

    Lightroom https://lightroom.adobe.com
    Photos
    Albums
    Edited files
    Imported files
    Deleted files

    Document Cloud https://documentcloud.adobe.com
    All documents
    Starred files
    Shared files

    Adobe Spark https://spark.adobe.com
    Projects
    Brand files
    Graphics
    Web pages
    Videos

     

    Nancy O'Shea— Product User & Community Expert
    R
    Rena5E7DAuthor
    Participant
    March 21, 2021

    Hi Nancy,

     

    Thanks for moving my post to the updated topic. To answer your questions:

     

    Are you saying your Creative Cloud files are missing from your cloud storage?     YES

    Are you logged in to the correct account?    YES (I only have one account)

    Are you looking in the right location?     YES (I lost files saved in Creative Cloud)


    Creative Cloud Assets https://assets.adobe.com
    Synced files
    Cloud documents
    Deleted files

     

    I also sent in sync log files and other info to SyncForum-Communication@adobe.com

    Adobe ID:
    Creative Cloud Desktop Version:         5.4.2.541
    OS:                  Windows 10
    Type of internet connectivity (LAN/WiFi):         WiFi
    Using a proxy (Y/N):                 N
    Firewall (Corporate/Local):       Local

    Is that still the right email address to send? If needed, I can send you a copy via email as this is a public forum...

     

    Thanks,

    Rena

      Nancy OShea
      Community Expert
      Nancy OSheaCommunity Expert
      Community Expert
      March 22, 2021

      ADOBE SUPPORT:

      1. With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below.
      https://account.adobe.com/plans
      2. Scroll down to Contact Adobe on the same page.
      3. Online chat is available in English 24/7.
      4. In the chat box, type AGENT followed by enter key and wait for a human.
      5. Alternately, phone customer service M-F during normal business hours.
      https://helpx.adobe.com/contact/phone.html

      Nancy O'Shea— Product User & Community Expert
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