Shared folders folders found in Trash and now syncing stuck

Forum|Forum|4 years ago
August 16, 2021
1 reply
1343 views

Hi,

A few days ago I found out my CC shared folders had vanished from my CC local folder and had been put in the Trash for no apparent reason, so I put them back in the CC folder and now syncing is failing to complete even though its been running for days. There is no indicator how far it is progressing, it just says 'Syncing...'

My co-workers have not reported any similar problem.

I have tried the suggested remedies found on the forums such as stopping the CoreSync in Activity monitor, pausing/restarting sync, logging out logging in etc. I also permanently deleted the few files in deleted folder - and so far nothing has worked.

After a bit of research it seems this issue has been going on a long time with Creative Cloud sync without a defined solution. Its now 2021 and people are still having this problem, so where are we now with this?

I'm on Mac OS Catalina and our team started using Adobe CC a year ago.

File sync

This topic has been closed for replies.

kglad

Community Expert

there's usually a corrupted file that won't sync and the process hangs there. to find the problematic file requires trial and error though i'm hoping adobe fixed this in the future and indicates to the user which file is causing synch to hang.

it's not clear what you're already done because you stated you "put them back" in the cc folder when you should have "restored" them (if you had that or some similar option. you could try deleting them all and confirm synch is no longer hanging (a computer restart may be needed), and then having a coworker share their folders with you again so you can restart with clean shared folders.

J

JSLcreationAuthor

Participating Frequently

OK, thanks, it occured to me something had corrupted, but the sync gives no indication whatsoever of anything, no progress percentage or number of files synced.

When I stated I 'put them back' I mean I literally dragged the shared folders out of the trash and back to my local CC folder.

If this is the incorrect method, what is the correct way to 'restore' to make them appear back in my local CC folder?

I waited for the sync for a long time in hope they would reappear and after that my co-worker (who originated the folders) tried to re-share one of the folders to me but that just resulted in an empty folder - but that was before I found out they were in the trash all along. I assume that is why the attempt to re-share failed. I've seen comments elsewhere that it is important to empty trash first for this to work

My next step, as you suggest, would be to delete all the folders from my local CC and empty trash, then have my co-worker re-share the folders from scratch.

kglad

Community Expert

for your local folder, that would be ok (if you're careful), but it's recommended you "restore" from your recycle bin.

wait. because you haven't done the basics, let's start there. open your cc desktop app>click the cloud icon at the upper right>click go to cc web.

you can then view what already been synched on the web and move the folders from your local synch folder to another folder that you've confirmed have synched ok. (just make sure you're not moving a file/folder name that's empty of incomplete on the web - if you find that, it's the culprit hanging the sync).

you can then conclude something still in your local folder is the culprit and blocking the synch of itself and everything queued to synch afterward. you can then start some trial and error with those files to see what will sync and what will not.

the most efficient method to find the culprit (if there's only one) is to test by halves. that way for 1000000 files it should take, at most, 20 steps (2**20 ~1000000) to find the one culprit,

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