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Daniel Hoover
Daniel Hoover
Inspiring
November 9, 2018
Answered

Disconnected from Team Projects

  • November 9, 2018
  • 3 replies
  • 6210 views

PeterELee​

Premiere 12.1.2

Mac Pro Late 2013 model

MacOS 10.11.6

We are having big problems with opening Team Projects.  Our team just now ran into the same issue simultaneously.  The three of us were all in the same Team Project this morning when we started to notice changes weren't being shared or received.  Then the share changes/get changes buttons that previously had been highlighted weren't highlighted any more.

So we closed the projects, closed Premiere and tried to reopen them.  Only now when choosing the Team Project from the welcome screen, it would try to open it with the loading progress bars for a split second, then immediately return to the welcome screen with the list of recent projects.  After five or six attempts I was able to load the Team Project, but changes still aren't available to share/receive.

Same experience later duplicated with coworkers.  We all closed each Adobe app, signed out of Creative Cloud app, signed back in.  Same issue.  Restarted the Macs, loaded up again, same issue.

Managed to reopen that Team Project after four or five more attempts, saved it as a new Team Project.  Went to invite collaborators and got this message:

"Collaboration features are currently not available because you are disconnected from Team Projects.  Team Project data will be saved locally on this machine an you can continue working without collaboration features.  The Team Project will be automatically synchronized with Team Projects after the connection has been established."

So now I'm thinking the Team Projects server is down?  Or we are blocked from accessing it even though it was working fine this morning?

The only thing that I can think of that changed was a coworker installed a Wacom pad to his Mac right around the time this all went south, but surely that wouldn't affect our whole network's ability to connect to the Adobe Team Project service.

Is there a way to check our connection to the Team Project service via network config or the like?  Or to see the status of that service online?

Also not sure what the best path forward is.  Continue to work in the Team Project until connection is restored?  Or make local copies and merge later?

Thanks in advance for your help.

    This topic has been closed for replies.
    Correct answer PeterELee

    Hi Daniel,

    We are investigating an issue that is affecting the Team Projects service for certain customers today. It sounds like its affecting you as well, unfortunately. As far as I understand the issue, it should not affect your ability to edit locally in a Team Project, but it makes the collaboration features mostly unavailable. I would suggest that you continue working in disconnected mode, since it will make it easier to combine your changes once the collaboration service is restored.

    -Peter

    3 replies

    Daniel Hoover
    Daniel HooverAuthor
    Inspiring
    November 9, 2018

    Following up about the LocatorID issue:

    I was able to fix it using the first option I described in my previous reply:

    1. Starting with three separate local projects trying to merge sequences from each.

    2. Convert each local project to its own Team Project.

    3. Choose one Team Project to be the "master" and import the sequences from the other two via Media Browser.

    4. All sequences import properly, no offline footage, no duplicate media.

    5. Check to see if issue is truly fixed by converting "master" Team Project down to "master" local project.

    6. Open "master" local project, no issues.

    7. Select all bins in Project Panel, select "Make Offline", then "Link Media"

    8. Observe that no media file paths are showing "LocatorID", rejoice!

    9. Repeat steps 6-9 on a separate workstation, confirmed no issues.

    PeterELee
    Adobe Employee
    PeterELee
    Adobe Employee
    November 9, 2018

    Thanks for the thorough write-up, and sorry you had to go through that! We thought we had fixed all of the ways of getting into that locatorID situation, but our QE recently found another that we are looking into. I don't know all the details, but I believe it did involve converting between standalone Projects and Team Projects.

    I'm not sure what's going on with the "Collaboration Features are currently not available" error you're seeing. I will forward that to the server team.

    k9karis0
    k9karis0
    Inspiring
    November 9, 2018

    I'm having the same exact issue. I was able to open the project, but can't download or share any changes. One of our machines tries to open for a split second then goes back to the welcome screen.

    PeterELee
    Adobe Employee
    PeterELeeCorrect answer
    Adobe Employee
    November 9, 2018

    Hi Daniel,

    We are investigating an issue that is affecting the Team Projects service for certain customers today. It sounds like its affecting you as well, unfortunately. As far as I understand the issue, it should not affect your ability to edit locally in a Team Project, but it makes the collaboration features mostly unavailable. I would suggest that you continue working in disconnected mode, since it will make it easier to combine your changes once the collaboration service is restored.

    -Peter

    Daniel Hoover
    Daniel HooverAuthor
    Inspiring
    November 9, 2018

    PeterELee​

    Thanks for the reply.  The issue isn't simply that changes aren't able to be synced, it's also that we can't seem to open the Team Projects in some cases.  Not sure why the service being offline would prevent us from loading a project but that does seem to be the case.

    PeterELee
    Adobe Employee
    PeterELee
    Adobe Employee
    November 9, 2018

    Daniel and k9karis0:  Our server engineers believe they have identified the problem, which appears to have been isolated to a single server instance erroneously returning "not found" errors for Team Projects in the cloud. They have taken that instance off-line while they attempt to isolate the problem. Can you check to see if you are still having trouble opening Team Projects?

    RE: not being able to load Team Projects during the outage, had those Team Projects ever been opened before on the affected machines, by the same user? If so, then that surprises me, too. If they had never been opened before on that system by that user, then it would not be possible to open them without first copying them from the cloud, where the problem was.

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