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Trouble with Edge Inspect
Participant
April 6, 2016
Answered

Why are files deleted from a shared CC location?

  • April 6, 2016
  • 2 replies
  • 971 views

Recently I've had files deleted from 2 different shared CC locations. None of the users deleted files.

In one of the shares, I was able to recover the files out of the Archive. However in the other, the files are gone. I am the owner of the shares, so I know no one else removed them from the archive.

Can someone help?

This topic has been closed for replies.
Correct answer Lin He

Hi:

Sorry for your inconvenience, and we would like to request more information to investigate your issue and provide the solution. Could you please use the log collector tool https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and send the zip file on your desktop to me at SyncForum-Communication@adobe.com.? Please kindly provide the information below:


  • The 2 shared folders' name:
  • The specific files' names that are affected in the shared folders
  • Adobe ID:
  • Forum post link:
  • Type of internet connectivity (Ethernet/WiFi):
  • Using a proxy (Y/N):
  • Firewall (None/Corporate/Local):
  • Timezone of your computer:


Best Regards.

Lin

2 replies

Lin He
Adobe Employee
Lin HeCorrect answer
Adobe Employee
April 12, 2016

Hi:

Sorry for your inconvenience, and we would like to request more information to investigate your issue and provide the solution. Could you please use the log collector tool https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and send the zip file on your desktop to me at SyncForum-Communication@adobe.com.? Please kindly provide the information below:


  • The 2 shared folders' name:
  • The specific files' names that are affected in the shared folders
  • Adobe ID:
  • Forum post link:
  • Type of internet connectivity (Ethernet/WiFi):
  • Using a proxy (Y/N):
  • Firewall (None/Corporate/Local):
  • Timezone of your computer:


Best Regards.

Lin

Ken G. Rice
Community Manager
Ken G. RiceCommunity Manager
Community Manager
April 7, 2016

Looked at your account metadata. You have 32 files and 6 folders in the Archive. Those 6 folders contains 18 files. Folders in the Archive are "flat" meaning you cannot see inside of them so will need to Restore them to see their contents.

If you are the owner of a shared folder then if a non-owner removes items they go into your Archive and also into the Trash (on Mac OS X) or Recycle Bin (on Windows).

The CC Assets web site makes no changes without a user taking an action. Core Sync should only update files based on your actions. I would follow up with the Core Sync team to understand what happened. Use the Adobe Log Collector Tool at https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and directly email the logs plus explanation of the problem to SyncForum-Communication@adobe.com. Please provide the additional information outlined by Warner Harress in this Adobe forum post at https://forums.adobe.com/message/8385752#8385752.

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