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kimberlyt17790537
kimberlyt17790537
Participant
November 5, 2019
Question

Please Help Me Recover My CC Library!

  • November 5, 2019
  • 2 replies
  • 1623 views

I created a CC library around October 19/20th. I am now seeing that time period was when a lot of people were reporting syncing issues between Adobe applications and the Creative Cloud. I was never notified of an issue with the automatic syncing of my libraries. I just switched laptops (and no longer have the old one). Once redownloading CC, that library has disappeared completely. It is not in my deleted libraries NOR my active ones. 

Have I lost ALL of those graphics on that library because the Adobe system did not sync it correctly? Is there ANY way to recover that library? I am extremely frustrated as I have spent over an hour speaking with Customer Support only to be rudely told "saving your work is your own responsibility...how would I help you with that?"
When in reality, Adobe describes the library syncing process as such "As you move between computers and devices, your shared library items are automatically synced to your Creative Cloud account, ready to use anywhere, even if you're offline."


If this really is due to an error on Adobe's part and I have lost all of that work, I will be extremely frustrated. Any help would be greatly appreciated.

Thank you.

This topic has been closed for replies.

2 replies

A
Adobe Employee
AdbeFlor
Adobe Employee
November 9, 2019

Hello Kimberly,
Do you have access to your old computer? Your assets should be in a local cache on that computer, even if they didn't sync properly. (I'm sorry to say there was indeed an issue with the CC Libraries process in October for some users, which possibly could have affected syncing. We released a fix, which downloads when you log out and then back into Creative Cloud Desktop, as long as updating hasn't been turned off.) If you can get ahold of your old computer, you can get it to sync the assets by opening an app with CC Libraries, or if syncing is still an issue you can export the library to a file and then import it on your new computer.

-- Adobe CC Libraries Engineer
K
kimt32369179
Participant
November 9, 2019

Thanks for the response! Is there any way to recover it if I don't have access to the old computer? I know it is slim, but that is why I am asking. I don't have the old computer anymore.

 

thanks again!

A
Adobe Employee
AdbeFlor
Adobe Employee
November 12, 2019

Unfortunately not, Kimberly. Unless you migrated all files on your old computer to your new one, in which case maybe the Libraries cache came with it. But you would likely already be able to see the library if that were the case.

-- Adobe CC Libraries Engineer
Peru Bob
Community Expert
Peru BobCommunity Expert
Community Expert
November 5, 2019

I've moved this from the poorly named Community Help forum (which is the forum for issues using the forums) to the Get Started forum so that proper help can be offered.

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