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please help, i seem to have lost all my cloud files!

Forum|Forum|3 years ago
April 21, 2022
5 replies
4038 views

im in a huge panic and really need help. I hopped on photoshop today to find every single one of my creative cloud files GONE, including a uni assessment due very soon. Im freaking out. i have looked through the deleted files section of the creative cloud app, nothing, i have looked for multiple creative cloud file folders, still nothing. Its like the files never even existed.

I did a disk cleanup a few days ago for an unrelated issue, but to try and remedy any loss that couldve occured, i ran a complete hard drive search using disk drill, which still came up with nothing. Its as if these files never even existed? and if the issue was on my end and i deleted the files somehow accidentally, firstly how are they not on the cloud when it is listed as cloud storage, and secondly, they shouldve appeared in my disk drill intensive search.
i am on the brink of a meltdown because of this, please please help i am at a loss of what to do.

Im running windows 10, and using cc photoshop 2021

Windows

Correct answer jane-e

Is there any chance you have multiple Adobe IDs and are signed in with the wrong one? The files are attached to your login.

Try going to https://creativecloud.adobe.com/cc/ and confirm you are properly signed in.

Click "Files" to go to https://assets.adobe.com/cloud-documents . Do you see anything here?

Jane

M

Matthew John Webb

Participant

Yes, and Adobe wilk not conoensate you even if you have had hibdteds if hours of your time wasted by tgis lousg company and complete with its CEO on his US$45,000,000 salary. Systematic problems with a business almost always are only fixable if senior managenrnt have a real will to fix. Anuobd whi uses Adobe Photishop has good reason ti not trust this program because it crashes at random, resrts itselc to defaukt saving frequency instead of every five minutes ir does not realiy save to the creative cloud at all when you fouble click on "savectk creative cloud." Adobe also will not fix any problrm voluntarily when the problem was reasonsbly foreseeable because others had already complained in thiz forun anc to adobe directly.

davescm

Community Expert

@Matthew John Webb Sorry but I cannot decipher your post. If you have an issue that you want help to resolve, please start a new post, rather than adding to the end of a post that was resolved and closed two years ago, and give details of the issue that can then be replicated, along with your system details.

Dave

R

Rose5C83Author

Participating Frequently

thank you so much everyone for the quick replies, and help!! you really saved an exhausted uni student

davescm

Community Expert

Great to see it's sorted - and well done Jane for suggesting that.

Next step - start up a back up regime for your PC. Don't rely purely on cloud storage you could at some stage have log in issues. There is software available that will allow you to make automatic backups every day (I use Macrium). That way, the worst that can happen is you step back a day.

Dave

jane-e

Community Expert

Good idea to include the info about backups @davescm .

Because others will read this later, I'll also add that:

Macrium is Windows-only
macOS has built-in automatic backup software called Time Machine — which has to be enabled in System Preferences

Jane

jane-e

Correct answer

Community Expert

Is there any chance you have multiple Adobe IDs and are signed in with the wrong one? The files are attached to your login.

Try going to https://creativecloud.adobe.com/cc/ and confirm you are properly signed in.

Click "Files" to go to https://assets.adobe.com/cloud-documents . Do you see anything here?

Jane

R

Rose5C83Author

Participating Frequently

oh my goodness thank you. I was convinced i was using the same account, because its linked to my university, however apparently they are under two different emails (i have no idea how). I logged in with my university email which was still technically the same account, yet everything was under my recreational email.

thank you, this prompted me to really think about my accounts. i was prompted a few days ago to sign in due to some kind of error and must have used the wrong one.

jane-e

Community Expert

You're welcome, @Rose5C83 and we are all super happy for you. I was hoping this would be the reason because it would be the easiest fix.

~ Jane

davescm

Community Expert

How were your documents stored? Were they :

a. Cloud documents - accessed via the CC app under Your Files and stored as PSDC. If this check under "Deleted" in the CC app.

OR

b. Files stored as PSD, TIFF , JPEG ...etc in your local Creative Cloud Files folder and synced to the Creative Cloud storage. These are accessed through the CC app by using File > Go to Creative Cloud Web. In this case go to the web page via the aformentioned menu in the app and check under "Deleted".

Dave

J E L

Community Expert

Dave, under the CC "Files" tab there are the choices, "Your files" "Your libraries" "Shared with you" "Deleted". Is there another place @Rose5C83 should be looking? Because both of those (i.e., also File > Go to Creative Cloud Web) take me to the same place. Thanks!

davescm

Community Expert

If you use the Web page (via File > Go to Creative Cloud Web) you have separate tabs for both Cloud docs and Synced files. Check both, the documents may still exist.

Dave

J E L

Community Expert

@Rose5C83 In your account, under Files, did you check the trash as well?

ETA: Ah, I see on reading your post again, you did check the deleted files. Well, if you didn't have backups somewhere else, I don't know what the solution will be. You could try to get on with Adobe tech support?

Onlinee Chat: https:/helpxx.adobe.com/contacthtmllrghtuppautoOpenn (type AGENT to get a live person)

Phone:Monday–Fridayy, in the US, 24 hours per day. All support phone numbers are listed here: https:/helpxx.adobe.com/contact/phonehtmll

R

Rose5C83Author

Participating Frequently

i mean its my fault for not having backups... i trusted that the creative cloud was a good place to store work so as to not fill up my storage, guess i learnt my lesson on that part.

ill have to call adobe support, as im registered under a university plan i am told that i need to direct all tech issues to my IT deparment, however my university only loosely deals with adobe, and it is more of an added extra for certain degrees, so they wont have access to any answers.

J E L

Community Expert

@Rose5C83 Understood. I put the direct chat and phone links above. Fingers crossed for you!

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