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TinaBarton
Participant
May 13, 2022
Question

Files Lost on iPad

  • May 13, 2022
  • 3 replies
  • 422 views

I ran out of space in my creative cloud but for months I've been working with new files that don't fit being stored locally. Today I went to open one and got a message that I didn't own the file. Then all my files kinda blanked out and took forever to load back in, but the ones that didn't fit on the creative cloud are gone. Is there any way to get them back? I have done the quick-save to jpg for most of them but I'd like my layers back.

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3 replies

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fionahz
Participant
May 25, 2022

The same thing happened to me almost exactly.  I use Adobe Fresco v. 3.6.1 on iPad.  I am not paying for additional Cloud storage, but I have been using the app for months without issue.  However when I opened the app this past Friday (May 21, 2022), all my files that did not have a version saved to the Cloud were gone.  This is several months of lost work for me, and while my art is fortunately a hobby for me, it's still frustrating and disappointing to lose so much.

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fionahz
Participant
May 25, 2022

I am also not able to add an email account to Report a Bug from my Fresco app on iPad.  I get the "No email account connected" message with the instruction "In order to report a bug please go to iOS Settings > Passwords & Accounts" but no such setting exists on my iPad that I can find. 

At this point, with the lack of phone support and the disappearance of my work, it really feels like the free version of Adobe Fresco is too unreliable, even though I really enjoy the actual experience of creating in the app.  

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TinaBartonAuthor
Participant
May 25, 2022

There are a few things I learned. One is that the version of iPad I am using (and probably you too) is newer and the instructions when submitting a bug report, to add an email address, are from an old version. But I still tried to fix the email thing and I still cannot submit a bug report. So that stinks. I need to submit a bug report to submit a bug report but I can't submit a bug report! Vicious cycle.

 

The other is that the tech support people I chatted with about the above said that when the sync of my files happened (and they implied that I initiated the sync) caused the files on the cloud to be synced with those on the iPad and vice versa so anything not in the cloud was lost. I said that even though I had warnings that my cloud was full, I had been able to work for months with no issues just storing locally, so anyway, I got nowhere.

 

But what I learned is this: If you do not have enough room for your art, export it to a PSD (photo shop) file instead of a PNG. It will save the layers for you. Then you can save them to Google Drive, or your iCloud if you have space. Or if you have space on your iPad, you can keep them there, but redundancy to a cloud service is always a good thing. So I cleaned up a lot of old files by saving them this way. That way I never lose anything even if this nightmare happens again. Luckily I did have a jpeg version of the two drawings I lost. 

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Community Expert
DaveJCummingsCommunity Expert
Community Expert
May 18, 2022

That's so weird.  What device are you using? 

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TinaBartonAuthor
Participant
May 25, 2022

I use an iPad. I chatted with the tech support folks and they said that the sync "I initiated" caused me to lose anything not on the cloud. In other words, operator error? I did not initiate any sync that I know of.

Sjaani
Community Expert
SjaaniCommunity Expert
Community Expert
May 15, 2022

Send a message directly to the developers for something like this. You can do that directly through the app. Go to App Settings > Help > Report a bug. This will open up an email with your systems details. You can then add specifics to what you need help with. Since it's lost content you're better off contacting them directly than asking for help from other users on this forum.

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    TinaBartonAuthor
    Participant
    May 16, 2022

    I would have done that in the first place but can't figure out how to connect an email address to my fresco on my iPad. I will try from the web browser.

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