Targeted erase of Creative Cloud Files on my hard drive.

Question

Hi,

All my Creative Cloud files have been deleted off my Macbook.

Interestingly enough, it was only the files inside the Creative Cloud folder, nothing else was touched.

My main client folders are still viewable, but all content within are gone.

YI can sync to the cloud and pull all my files, but I had been working without a internet and some files weren't synced.

So i'm going to have to play catch up over the weekend. Im slightly annoyed that ONLY my CC folder was effected. Everything else was untouched.

Has anyone had this issue? Is it related to CC's security? Some insight would be greatly appreciated.

Regards

Dominic

Brian Achille · Accepted Answer

These are basics to you, someone experienced in dealing with today's computer environment. Someone who is new to the Cloud, and Adobe Creative Cloud, might not realize that the files in the CC folder of their local HD could be deleted by a glitch in the software.

They also may not be aware of the state of Creative Cloud, which has had large sync issues since release, has felt like beta software for years, and always seems to have large glitches occur with every CC desktop app update - the last occurring April 2nd. The previous update, occurring two months ago, automagically returned the CC folder to its default location on the system drive without any input, if someone had changed the location of the folder previously.

Yesterday on my laptop, after the update, all 7k+ files in my CC folder were 'synced', and I received a multitude of Acrobat Distiller errors, as well as one actual CC desktop app crash.

That being said, I do agree it is certainly true that backups in general are practically a requirement these days to avoid data loss.

derekajack · Answer

With the recent update of the Creative Cloud Desktop app (1.9.1.474) we unfortunately introduced a bug which causes the creation of a new Creative Cloud Files folder, and re-sync of all content. This will only occur the first time the sync application runs after the update. This has caused understandable pain and confusion, for which we truly apologise.

The Creative Cloud Files app contains logic that supports the use of multiple Adobe IDs. This allows you to sign out of one ID and in to another, but keeps your Creative Cloud content separate. When you sign out and change IDs, the app moves the previous Creative Cloud Files folder and it's contents and appends it with the previously signed in ID (User@AdobeID). It then creates a new main folder and starts to sync content of the new ID.

The bug which I mentioned previously occurs, as the app believes an ID switch has taken place and as such, moves the current Creative Cloud Files folder and tries to append the previously signed in ID. As no switch has actually taken place it manifests as (Unknown). The app then creates a new main folder at syncs down the data.

Essentially what you end up with is a Creative Cloud Files folder with your newly sync'd data and a Creative Cloud Files (Unknown) folder that contains duplicate data.

This occurs once, after the last update completes.

The fix is to simply delete the Creative Cloud Files (Unknown) folder.

I would advise that you ensure you have no pending edits that you may have made offline and that you check the contents of the new, main Creative Cloud Files folder contains everything you expect it to. If not, check the contents of the Creative Cloud Files (Unknown) folder.

If there is still a discrepancy with your data, you can check on creative.adobe.com to confirm your data is there.

If you have any further problems or questions about this particular issue please email syncforum-communication@adobe.com

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