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trevorward
Participating Frequently
April 9, 2015
Answered

Updated Creative cloud deleted my files

  • April 9, 2015
  • 3 replies
  • 7088 views

Today, April 9 I updated my creative cloud app. After doing so, my Adobe Creative Cloud folder was EMPTY! Subsequently, the app starting to sync with the cloud and download the folder. The problem is that the files on my computer were more recent than what was in the cloud. I had been working off-line. Plus, I often have issues with the cloud not syncing automatically which creates a mess when working from my desktop and laptop at different locations.

I strongly urge you NOT to update the Creative Cloud app.

I contacted Adobe and they didn't have any suggestions for me and simply said that it's a known issue and they are working on it. I suggested that they disable the update as more customers will be very upset if they lose files. I got no response other than, "Is there anything else I can help you with?"

    This topic has been closed for replies.
    Correct answer wharress

    Hi,

    Are you aware of the thread Why do I have 3 'Creative Cloud Files' folders?

    I am pretty sure you will have 2 Creative Cloud folders, Could you check for me.

    Thanks

    Warner

    3 replies

    S
    soleil_ajl_nyc
    Participant
    April 15, 2015

    When I opened my computer just a little while ago I found that my Cloud had been updated (must've happened overnight ---I didn't initiate it.) Anyway, MANY of my files that I've been working on for the past couple of weeks have been DELETED!!!!!!!! WTF???? THis has cost me numerous hours of work, not to mention that I'm on deadline. I'm going to call Adobe after 9am and they better be able to restore ALL of my FILES that are missing. This will cost me thousands of dollars if the files are not recovered because I'll have to stop everything else and recreate. Luckily, by accident, I saved the latest Muse web file to my desktop, otherwise that too was lost on the CC. I haven't thoroughly checked it yet to see if this version accidently saved on my desktop is completely up-to-date, but if it isn't and my files cannot be recovered I may seek legal action.


    I don't advise using Creative Cloud for any important files. It's not a secure storage facility (in my opinion judging from my latest experience).

    T
    trevorwardAuthor
    Participating Frequently
    April 15, 2015

    Check this thread for an answer from Adobe. The other "Creative Cloud Files" folder is probably still around. If you are on Mac, go to your home folder (username folder), the one that has the folders for Documents, Music, Downloads, Pictures, Public, etc.) You might see two CC folders. One will be Creative Cloud Files and the other will be Creative Cloud Files (unknown). That "unknown" folder is your old folder with all the files you had.

    Also, just because the files got deleted from your computer doesn't mean they didn't get deleted from the cloud itself. Let it try to sync with the cloud and all your files should download. Technically, you should only have a problem if you had been working offline or for some reason you had file syncing turned off. Then, the cloud wouldn't have your latest files.

    and yes, I too have lost confidence in the Creative Cloud File syncing. I need reliability more than anything.

    C
    cbergenstock
    Participant
    April 15, 2015

    Complete garbage! I woke up this morning and basically had all my files for the past three weeks disappear. Complained on twitter and actually got an answer to get my files.(Creative Cloud Help | Duplicate Creative Cloud Files (Unknown) folder)

    I would be nice if they give me a month free since I am going to have to spend an hour of my time making sure I have the most recent files!

    Needless to say the Creative Cloud storage is a joke and I will not use it anymore.

      T
      trevorwardAuthor
      Participating Frequently
      April 15, 2015

      I understand your anger and frustration. Read the thread. You data may not be lost.

      patriciap84577559
      patriciap84577559
      Participating Frequently
      August 22, 2015

      Trevorward, can u help me?

      I read the thread (Creative Cloud Help | Duplicate Creative Cloud Files (Unknown) folder) but it did not help-I only work from my ipad mini and dont know how to access/pull up the Docs/Download/Folders area-if this is not the right thread btw, please redirect me. I lost all my files, I had not checked my Cloud since May 2015 (school), and now I wanted to do some work. Lo and behold, 6 months of highlighting textbook chapters is not there. I only have one ID, checked all Recent, Local, Outbox Files; checked on both ipad mini and mac laptop, and contacted chat support-who after 1.5 HOURS did not help (simply gave me link to my own Doc Cloud durf I know how to access it AND told me if my files existed they would be in the Cloud durf again-that's why I am alarmed and contacting Support).

      H
      HK2014
      Participant
      April 12, 2015

      Yep, I have the same problem. Recent files have disappeared from my Adobe CC folder. Lots of work gone. Thank god I have back-ups.

      @Adobe: if you let people pay for a service, better make it good and also be helpful if your service doesn't work properly!

        wharress
        Community Manager
        wharressCommunity ManagerCorrect answer
        Community Manager
        April 13, 2015

        Hi,

        Are you aware of the thread Why do I have 3 'Creative Cloud Files' folders?

        I am pretty sure you will have 2 Creative Cloud folders, Could you check for me.

        Thanks

        Warner

        T
        trevorwardAuthor
        Participating Frequently
        April 13, 2015

        Yes. I do. Thanks for pointing that out. Like the Adobe response said, it shouldn’t be a problem unless I had been working on file offline. Which is exactly what I was doing. Shame on Adobe for knowing about this for over a week and NOT removing the update.

        Trevor

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