Missing Creative Cloud file shows when not logged in

Question

Hi!Strange problem with Creative Cloud. Around 6 months ago I was working on a drawing in Adobe Fresco. Been going in and out of the file for a bunch of times so the saving was working then. Now when I'm trying to open the file it's nowhere to be found in my cloud documents in Fresco. However, when I'm opening the Creative Cloud app I can see the file together with a bunch of other old files but I'm not logged in (see attached image) and I can't open it, share it, duplicate it or make it available offline. I can also add that I've logged in to my CC account from several devices and the file is simply not saved to the cloud. Where is it? Thank you in advance!Cheers /Andreas

Anshul_Saini · Accepted Answer

Hi @Andreas Nordström,

We are sorry for the delay in response. I checked you have a federated ID. It is possible that your file is saved in the personal profile of your Adobe ID. I assume you don't get an option while signing in to your Adobe account like Personal Profile or Business profile.

To get these options, follow the steps:

Sign in to your Adobe Account with your email and password.
Go to Account and security > Sign-in and security.
Turn off the Select my profile automatically option if it is turned on.

Now go to the assets website, log in with your personal profile & business profile and try locating the file. If you are able to locate your file, then you can transfer your assets manually. The steps are here.

However, if you are still facing the issue, I would recommend reaching out to your Adobe account administrator in your organisation. They will reach out to Adobe Enterprise support from the Admin console (https://helpx.adobe.com/enterprise/using/support-and-expert-services.html).

Please feel free to reach out if you encounter any problem contacting Enterprise support.

Regards,
Anshul Saini

Tarun Saini · Answer

Hi @Andreas Nordström,

We're sorry to hear about your difficulties. Could you please check if you are using a personal or business account to login into Fresco?

Please check these article for more info:

Regards,

Tarun

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