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vhuotari
vhuotari
Participating Frequently
March 2, 2017
Answered

Sync is extremely slow

  • March 2, 2017
  • 8 replies
  • 16187 views

Sync is not usable at the moment. It is very slow and results conflicts - 20-300 hours left it says... Sometimes mac finder displays sync indicators, sometimes not. Menu in cloud (the gear icon) sometimes never appears - just balloon spinner...

Whole team is suffering from this now - not just me. Changing to other network does not help, nor disabling firewall/virus scan. Reinstalled the cloud, no luck.

Mac El Capitan

Version of cloud is: 3.9.5.353

    This topic has been closed for replies.
    Correct answer David__B

    Hi Trina,

    I know the development team that works on sync has some fixes in the works which should be coming out in the next few weeks which will address the waking from sleep issue. I'm sorry for the difficulties you've encountered. Hopefully this issue will be remedied permanently soon.


    Best,

    - Dave

    8 replies

    A
    Alisa5FD9
    Participant
    August 31, 2021

    Hi, I have been having this same issue. I have been stuck between 47-55 files out of 29,080 files still syncing and it's been days. How do I fix this?

    1. I am using the 2021 16‑inch MacBook Pro

    2. I am using high-speed Internet

    3. We are a 2-person team that shares files using the collab feature

    4. I have downloaded the log tool

    J
    js88js88js88
    Participant
    May 17, 2023

    Well, here it is May, 2023 and Adobe Cloud syncing still SUCKS. Every week we have a #$%&load of conflicted duplicate files. WTF, Adobe?

    J
    js88js88js88
    Participant
    May 17, 2023

    And to add to my last message, I just noticed I sent a wrong, old file to press today, all because of Adobe Cloud's completely unreliable syncing, and it's too late to fix. Thanks, Adobe.

     

    danielleinga
    danielleinga
    Participating Frequently
    July 15, 2018

    07/15/2018 and upload is still slow slow slow, especially when uploading lots of asserts, even with so called "high speed internet connection". Download speeds my be fast but upload speed are despicably slow. That is an internet provider problem. When uploading lots of assets to "adobe cloud" I do it from my desktop and sometimes it takes days even twenty or more assets can take hours. Ten assets seems to be ideal and takes 1/4 the time than twenty. Uploading slows down everything internet on my desktop, witch is far away from the router, so I just pause the upload and do what I need to do on the desktop internet wise. I have seen and priced high speed upload but the cost is way out of my ability to get and I do not live in an aria where I can get a dedicated line to a hub (aka exchange points) that will allow high speed upload.

    I do not think there is much adobe can do other than keep there system open and fast 24/7. The bulk of the problem is at the user's connection to the internet. 

    T
    trinaw31544424
    Known Participant
    July 7, 2017

    Well, looked like it finished, with a few known errors. So that tells me the file counts are a bug, that the cc app is unable to re-evaluate the file count correctly after resuming from sleep.

    David__B
    Adobe Employee
    David__BCorrect answer
    Adobe Employee
    July 15, 2017

    Hi Trina,

    I know the development team that works on sync has some fixes in the works which should be coming out in the next few weeks which will address the waking from sleep issue. I'm sorry for the difficulties you've encountered. Hopefully this issue will be remedied permanently soon.


    Best,

    - Dave

    David__B
    Adobe Employee
    David__B
    Adobe Employee
    August 17, 2017

    This update has been released. You can confirm you have the latest version in the Creative Cloud apps preferences

    If you're still seeing the slowness, can you respond to this thread?

    Thanks

    C
    chetgnegy
    Known Participant
    July 6, 2017

    File account skyrockets? You mean more of your sync space is occupied? I may have seen this (in the form of archived files).

    T
    trinaw31544424
    Known Participant
    July 6, 2017

    The number of files it's syncing skyrocket but no new files are added. We completely emptied our account (all of us), including the archives so it would be empty. All of us were able to sync with zero files. As soon as we start adding them and our machines sleep, it gets all wonky.

    C
    chetgnegy
    Known Participant
    July 7, 2017

    I saw my number go up as well, but I don't remember the cause. If I were you (and maybe you did), I would start by deleting the archived junk before you delete anything of importance. That's likely where files are being added.

    T
    trinaw31544424
    Known Participant
    July 6, 2017

    I started a new thread in the hopes it would be seen, since yours hasn't been answered. I'm now up to 188 files of 60,659 remaining with 15 hours to go. I started at 6,200 files to sync (the correct amount) and every time my computer shuts down or goes to sleep the whole things starts over and my file account skyrockets. I responded to my ongoing Adobe ticket to ask for elevated help, yet again, hopefully US based. I'm uploading 750kb/s so it must be doing something.

    R
    ragermac
    Participant
    July 6, 2017

    I have been also having trouble syncing on multiple computers on multiple networks. It is clearly not my fault it is the fault of Adobe and their horrible syncing service. Please fix this. I am trying to transfer 75gb of files and it says 33 hours???

    C
    chetgnegy
    Known Participant
    July 6, 2017

    Sorry you're having a bad time, friend. 75GB is a fair bit of stuff to keep synchronized over a network. 33 hours is a bit more than I'd expect, though. Some back-of-the-envelope math puts that at about 0.5Mbps. I've seen everything from 0.04 Mbps to 0.09Mbps. All are pretty sad, especially for a service that's been around for years. I expected someone to at least ask me for some logs to try and diagnose the problem, but I've heard nothing. Here's my recent post:

    Cloud Syncing is very slow and isn't really "syncing"

    David__B
    Adobe Employee
    David__B
    Adobe Employee
    March 21, 2017

    Hi Vesa,

    I got some additional questions from engineering

    1. Exact date/time of the issue. That would help to proceed with the exact day's log.

    • They were wondering if there was a specific day and time that the slowness was occurring.
    • Does it happen all the time or does this seem to be intermittent issue?
    • Has the slowness always been there (for as long as you've used the service)?
    • Was there a time when the syncing was running fast?

    2. Any reproduction steps. Or any simple scenario through which it can be reproducible.They were wondering if it would be possible to reproduce the issue from there side.

    • Is the issue one which can be reproduced by following certain steps?
    • Could it somehow to related to the work network everyone is using since several people there are affected?
    • Is it possible other software is running at the same time which is interfering with the sync process?

    3. Is there any collaboration folder involved. I know you mentioned that did have collaborated folders.

    • Would it be possible to get the name of any collaborated folders which were syncing files when the slowness was occurring?

    4. What troubleshooting has already been done. These are the troubleshooting steps I noted.

    Are there any others I missed?

    • Tried changing to another network
    • Tried disabling firewall and anti-virus software
    • Reinstalled the Creative Cloud app
    • Tried restarting the computer
    • Confirmed sync Up/download speed settings are set to the max in the preferences

    Please get back to me when you get the chance.

    Thanks,

    - Dave

    vhuotari
    vhuotariAuthor
    Participating Frequently
    March 22, 2017

    Hi,

    1) Specific day is difficult to say. Issue seems persistent now. Not sure if anything is really being synced although sync spinner is spinning. I think sync was working ok few weeks back.

    Now - looking from web interface it seems that majority files have disappeared from one folder. Luckily local copies exists but this is rather scary - is there a history or something that could explain what happened?

    2) I cannot figure way to reproduce issue while this seems persistent now. Network is possible although unlikely - some people are in corporate network and some may work from remote location - situation varies on daily basis. While everybody is connected to Internet, it should not matter. What software could interfere the sync? Software configuration may vary depending the user.

    3) Most critical one is "Clients" -folder.

    4) I think the list is correct. We also checked file names if some unallowed characters would cause issue.

    br, Vesa

    vhuotari
    vhuotariAuthor
    Participating Frequently
    March 22, 2017

    Update - it seems that some files are getting archived automatically. Suddenly files are "lost" from folder but they are found in archived files - quite sure that users did not archive those.

    David__B
    Adobe Employee
    David__B
    Adobe Employee
    March 3, 2017

    Hi Vhuotari,

    Sorry to hear about your difficulties. Thanks for testing the things that you have. Are you still experiencing the issue?

    A few questions to better understand:

    • Were you actually trying to sync 99849 files? Does it seem like all the files are getting re-synced?
    • Does shutting down/restarting the computer make any difference?
    • How many workstations are being affected?
    • Does your team share files using the collaboration feature?
    • Would you be willing to collect and share log files for me to share with our engineering department if needed?

    Thanks,

    - Dave

    vhuotari
    vhuotariAuthor
    Participating Frequently
    March 14, 2017

    Hi,

    Still experiencing the issue.

    Answers:

    • No idea where that file number came. However, there are a lot of files in cloud. It feels files never get synced
    • Reboot does not change things
    • 8-10 workstations
    • Yes, I think - we have few shared folder within team where team members have been invited
    • Sure, I can collect log files.

    br, Vesa

    David__B
    Adobe Employee
    David__B
    Adobe Employee
    March 15, 2017

    Hi Vesa,

    Thanks for the update.

    Couple more questions too

    1) Does the syncing process ever complete?

    2) Are you using a high speed internet connection?

    3) Do you have the speed settings in the preferences set to maximum?

    Yeah, if you could help us diagnose the issue by collecting log files that would definitely help out.

    To collect the log files download the log collection tool from here: Log Collector Tool

    After you running it it will create a .zip on your desktop of the log files. If you could upload and share a link with me on where to download the .zip from I'll pass it on to our engineering dept to review. You can send the link to me privately if you prefer by clicking on my name here in the forum and select the message option.

    Thanks,

    - Dave

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