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fish-with-feathers
fish-with-feathers
Participant
May 29, 2017
Question

Syncing and Server Issues

  • May 29, 2017
  • 1 reply
  • 576 views

Is anyone else having server issues with Creative Cloud? I ask because since yesterday I've been having a problem with my fonts and files not syncing, as well as Creative Cloud trying to sync files that I had deleted.

When I investigated further it gave me this:

I went on to the Adobe Support guide and it said to "Try Again Later". Well its been a full day so I'd not sure by what they mean by "later".

I also turned syncing off/on, logged in and out, turned my computer off/on, all that usual stuff multiple times.

Nothing worked.

So is it just me or are other people having this problem as well? Is there a solution?

Thanks

Iain

This topic has been closed for replies.

1 reply

David__B
David__B
Legend
May 31, 2017

Hi Lain,

Is the file (babe_ref.ai) referenced up above in the screen shot one which was within a folder you had collaborated with others on? I have seen past reports of server errors where when collaborating a folder, and one of the collaborators runs out of space, this in turn causes issues for the other people that they had collaborated with - where they get server errors similar to like in your screen shot.

Usually you can tell if you have collaborated assets by logging in here: Adobe Creative Cloud

If indeed that is what is causing the server error, having the person that ran out of space resolve their space issue generally fixes it for the other people that they are collaborating with. Often its because they need to empty there online Archive here: Adobe Creative Cloud. If you're the owner of the collaboration you could remove the other collaborators.

I'm not sure if that helps but I've seen it help in some past cases.

Let me know if that helps and if you have questions.

Best,

- Dave

fish-with-feathers
fish-with-feathersAuthor
Participant
May 31, 2017

David

No, this file was not one that I collaborated with others on. I am the only one who has done anything with it.

The problem is still persisting, and now affecting other files.

Thanks

Iain

David__B
David__B
Legend
June 1, 2017

Hi Lain,

Sorry for the delay. A few other questions.

  • Do you have the latest version of the Creative Cloud app? You can check from the preferences, should be 4.0.1.188
  • Does your account show you have sufficient free space to sync these files? Please check your storage here: Adobe Creative Cloud

If neither of those help could you collect and share the log files from your system? I'll pass them on to our engineering to help investigate this issue?

To collect the log files download the log collection tool from here:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

After you run it, it will create a .zip file on your desktop of all of the log files from your system. If you could upload and share a link with me on where to download the .zip from, I'll pass this on to our engineering dept. to review. You can send the link privately by clicking on my name here in the forums and selecting the message option.

Engineering may have some additional questions but this will help us get started.

Thanks,

- Dave

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