Skip to main content
Grace_M20
Participant
Jan 19, 2018 4:18 PM UTC
Answered

Some files disappear off creative cloud

Please help me.

Several folders and files have been deleted from my creative cloud. 

    This topic is closed to new replies. Start a new post to keep the conversation going.
    David__B
    David__BCorrect answer
    Legend
    Jan 20, 2018 12:19 AM UTC

    Hi Grace,

    Were the files and folders which disappeared ones which were shared with anyone else? Have you already check the trash or recycle bin on your computer and the online recycle bin here? Adobe Creative Cloud

    I've seen cases where files get moved to these locations in error. Could check these and let me know if you find them?

    Thanks,

    - Dave

    View reply

    29 replies

    daniel blom
    daniel blom
    Participating Frequently
    Oct 20, 2022 10:48 AM UTC

    Hi everyone, I also ran into cases where suddenly one or more maps/files were missing. Simply restarting the CC app has always resolved the issue for me. I can't tell if this is the same issue... but to anybody who is suddenly missing stuff, give that a shot.

    Translate
    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    Oct 20, 2022 10:56 AM UTC

    even better would be to reset the cc desktop app which more than a restart and is quicker:

     

    reset the cc desktop app: make sure it's in the foreground, then press:

    Win: Ctrl + Alt + R
    Mac: Cmd + Opt + R

    Translate
    Zulhatfi
    Participant
    Oct 5, 2021 11:15 PM UTC

    So what happened if the files accidentally being moved to the trash bin and we already empty the bin? How can i retrieve back all of the files in Cloud?

    Translate
      jo jovoo
      Participant
      May 3, 2021 9:30 PM UTC

      Had the same issue today. Was shocked to miss a folder of a month work. After seeing all the posts here, I found and restored the files from my trash and made a back up off my trash in case i will miss more files and moved completely away from that cloud storage with my first copy workingfiles. On my harddrive for now. Puh. Not sure what to do on the long run, probably go back to dropbox again. Ah, its a pitty, i was so so so happy about the big cloud server included in the abo, but nothing is more awful, since the panic to loose a month of work and its also no fun to loose a monday on panic and rearanging folders and missing files before get back to work again. : )

      I have deleted folders on the adoble cloud and moved one folder. I guess here the cloud got confused and decided to trashcan stuff in my computers bin. Strange. : ) Can someone give me a ping, when its stable again? : )

      Translate
      stickymice
      stickymice
      Known Participant
      May 29, 2020 7:30 PM UTC

      This just happened to me! I keep all of my files in the CC folder to sync and presumptively, to back up my work to the Cloud. Imagine my surprise when I discovered that this tool designed to protect my files instead decided to DELETE them. Thousands of files. If it wasn't for the forums I wouldn't have known to check my own trash can, which thankfully had not been emptied yet! I don't yet know if everything was in there or if some files are missing; still sorting through this mess. Unlike other users discussing this issue, I do not share any folders with team members. I work by myself. And I know for a fact I didn't go into my own file system and start trashing everything! This is a critical issue and it must be prioritized by Adobe. It is shocking that this issue has been going on for so long and they still haven't fixed it, when it can have such a deleterious impact on users. Unreal.

      Translate
        seanh76132103
        Participant
        May 27, 2020 10:56 PM UTC

        I also just had this happen today. No explanation, just all my CC files in the Recycle Bin.

        Translate
        elizabethm83035237
        elizabethm83035237
        Participant
        Apr 2, 2020 6:09 PM UTC

        I'm missing 350+ GB of files, I was only able to recover 2GB from the recycle bin and deleted Assets folders. Everyone else that has access to this shared folder isn't having this problem, how can I recover the rest on my computer? Help!!

        Translate
        Desnoir
        Participating Frequently
        Feb 25, 2019 7:26 AM UTC

        I am currently waiting for 6000 files to resync to my CC which were automatically deleted in the last 12 hours - and not by me!

        Kind of ridiculous considering many of us, including myself, use cc to "store files safely and securely" for our businesses. Important projects and files were just gone when I loaded my cc this morning. Thankfully I read about the archive on the forum and they were sitting in there but this shouldn't have happened in the first place. It is unnecessary stress and time wasted waiting for everything to resync.

        Translate
          frankied69737144
          Participant
          Mar 1, 2019 7:40 PM UTC

          All my files that were saved in Photoshop 2019 has disappeared!!!! I call Adobe help line which is over seas, and they say that this does not happen. They are trying to say that I may deleted them by accident!! Which I'm saying I DID NOT!. I am so disappointed with Adobe because I have never have this problem before. I'm wondering if there's a bug or something weird going on with the 2019 versions. I have the MacOS Mojave 10.14.3 version installed on my mac. Don't know if that have anything to do with it or not. But something is seriously wrong here.

          Days

          Translate
            Adobe Employee
            puneeta95641987
            Adobe Employee
            Mar 4, 2019 6:31 AM UTC

            Hi,

            Thanks for reporting the issue.

            Would you be able to collect and upload log files from your system?

            Here is a link to an article about the tool with a link to download it.

            Log Collector Tool

            The tool will create a zip file on the desktop of all the log files. Please could you send us your logs (punaggar@adobe(dot)com) using the tool.

            Also, can you please share the sync version specified in the Creative Cloud files folder in the Preferences.

            Also, it would be really helpful if you can share the name of file(s) which got deleted automatically. Engineering may have some additional questions but this will help us get started.

            Thanks,

            Puneet Aggarwal

            Translate
            Anonymous
            Jan 31, 2019 3:50 PM UTC

            I have the same problem since 2 days. I can't work, I always have to double-check every file I save, and I can't afford to lose all my work !!!

            My files are not in the recycle bin or in the deleted files of the cloud. They're just... gone.

            When I save my work, sometimes I can even watch them disappearing from my folders. Weird, since I obviously don't delete them...

            Is there a solution ? Or do I have to uninstall the cloud and use another one ?

            Translate
            jacquek56502064
            jacquek56502064
            Participant
            Feb 20, 2019 4:41 PM UTC

            This morning I found that MANY of my files were missing, I found them in my computer's trash folder.

            I DID NOT move these files, as some of them were my coworker's project so I have no reason to touch (or really even know where they are stored on Assets.) Entire working folders were moved.

            Translate
            Rrrrrrrrrk
            Inspiring
            Oct 30, 2018 7:03 PM UTC

            This has also just happened to me (MacOS Mojave).

            I was in Finder and tried to open one folder and suddenly discovered its content had disappeared (I had files from that folder open and had it open in iTerm). I looked at Adobe CC>Assets>Files and it threw an error about syncing problems.

            The next day, the parent folder had been removed. There are only two users for this account and neither of us was using CC folders in the meantime.

            The contents of both folders are spread out in the trash.

            Why is the correct answer marked as human error when this clearly appears to be a bug?

            Translate
            andrewq28697161
            Participating Frequently
            Aug 29, 2018 9:50 AM UTC

            Just happened to me but the recycle bin was empty and the adobe achieve was too.

            2 hours ago they just disappeared. All of the folders in one particular section but other files on there seem ok.

            Really important files now missing. Going back to saving everything on HD and passing them around.

            Crazy situation.

            Translate
              dDembicki
              Inspiring
              Oct 17, 2018 2:57 PM UTC

              This has been happening to me as well recently, files disappearing from the CC folder on the hard drive. The files are not in the archive folder within my account online. BUT, they are all there online and I can restore them, albeit only one by one (which takes FORever).

              The only thing that has saved me is that I also copy my files to our corporate server as an additional backup, and of course, Time Machine does back up the entire hard drive (assuming I don't unplug before it has time to do so).

              I have also noticed archive folders within my CC folder, but they are hidden. I can only see them when I try to relink using the relink dialog box, but not when I navigate to the CC folder from the finder.

              Regardless, it is the principle of the thing. Missing files are a total PITA. We use CC to have all files at all times regardless of device. If it doesn't work, what's the point?

              I wonder if the syncing is confused about which is the "mother" computer? I do also sign in on my personal (non-work) computer, although I have not recently... but some (not all) of the files that are missing I don't think are on that machine. Is there a way to designate which way to sync?

              thoughts anyone?

              Translate
                Show more replies
                Terms & ConditionsAccessibility statement
                Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices