Account library migration between to separate accounts

Hi ​@Tom_GCI,

Thank you for reaching out, and we understand how stressful it must be to have your team's content sitting on a canceled plan while you try to move it onto your new one. You've already done most of the right things, so let's get the rest of the way there.

To recap your situation: your previous Creative Cloud for Teams plan was canceled, you purchased a new plan as a separate subscription rather than a renewal, and you're now trying to recover the cloud content the original users had stored under the old plan. You shared the deleted user's content with yourself in the Admin Console and received a download link. Still, the archive you received is much smaller than expected (116MB vs. the volume you anticipated), and the libraries folder is effectively empty.

There are two issues with what you've pulled down, and we'd like to address both.

1. Why does the downloaded archive look incomplete

When you reclaim a user's folder from the Inactive Users tab, the content is packaged into compressed archives, and each archive is capped at 5GB. If the user has a large amount of content, the system generates multiple archives, and the email is sent only once all archives have finished generating, which can take a while depending on the total size. Full details are documented here: https://adobe.ly/4fFM0sV

Before we go further, could you confirm:

1. Did you receive one email with one link, or multiple links across one or more emails? If only one, it's possible the rest are still being prepared, or the process did not complete fully.

2. The "over 500GB" figure is the total for this one user, or the combined total across all users on the old plan? This will help us scope what should be coming back, and whether you'll need to repeat the reclamation for each user folder under Admin Console > Storage > Inactive Users.

2. Why the .cclibc file isn't showing anything in Photoshop

The .cclibc Files in the reclaimed archive cannot be opened directly from Photoshop's File menu. They are added back to your Creative Cloud Libraries from within the Creative Cloud desktop app, and from there they become available in the Libraries panel of your apps.

To do this on your new account:

• Open the Creative Cloud desktop app while signed in to the destination account.

• In the Libraries view, drag the .cclibc files from the downloaded archive in (or use the + option in the library list view).

• Cloud documents (.psdc, .aic, .xdc, .express) go into Files > Your Files instead by drag-and-drop.

Note that .cclibc, canvas, and weblink files cannot be dropped into the Your Files area; they only work in the Libraries view. This is covered here: https://adobe.ly/3Sg2huJ

On moving content between the two accounts

Because your new plan is a brand new subscription rather than a renewal, the path forward is exactly what you've started: reclaim each user folder from the old org using the Inactive Users flow, download the archives, and re-upload the content into the new org's storage as described above.

Please let us know how it goes. We're happy to help you in any way we can.

Thanks,
^BS