Cannot see or access Adobe Cloud files in Acrobat desktop or Creative Cloud desktop

[thomasm67493797]

I just did rest my Windows 11 computer to factory settings and re-installed Adobe Acrobat, for which I have a subscription (Acrobat Pro). However, I can no longer see my Adobe Cloud files in Acrobat desktop or Creative Cloud desktop. 

1) I am logged into the same account online, in Acrobat desktop, in Creative Cloud desktop and on Adobe Scan on my phone. 

2) I can see my files (and specifically my scans) online in https://www.adobe.com/files. I can also see them in Adobe Scan on my phone. New scans appear in the scans folder. online and in the Adobe Scan app on my phone. 

3) I cannot see ANY files in Acrobat desktop or Creative Cloud desktop. Thery are totally empty. NOTE: The cloud icon in both indicate that I have used 1.9 GB of a possible 100 GB space, which is correct.

4) I have fully uninstalled and re-installed both Acrobat and Creative Cloud desktops at least three times. 

5) I have logged out and back into Acrobat and Creative Cloud desktops multiple times.

6) To reiterate point 1, I am logged into the exact same account in all instances. 

Help. I'm stuck. 

Thanks.

[Tariq Ahmad · Accepted solution]

Hi @thomasm67493797, 

Sorry for the troubled experience, and thank you for reaching out. 

And thanks for sharing the detailed view of the issue and your observation. Please check this help page: https://adobe.ly/4lF9cYR

Also, let us know where you look for Cloud files in Acrobat? 

~Tariq

[thomasm67493797]

Thanks for your reply. That helps explain the Creative Cloud one, so thanks. That was helpful. As for where I'm looking for the scans folder/files in Acrobat, those have now appeared where they always used to be before the re-install: Under Files >> Scans. I have no explanation for why they are suddenly there, as that was the whole reason I posted here in the first place. In any case, problem is now solved. Probably not helpful for anyone else, as it happened by magic. In any case, thanks for your help. You can close this down now if you like.  

[AnandSri]

Hello!

I hope you are doing well, and we apologize for the delayed response.

We are pleased that the issue has been resolved. This may be due to the app installing the latest update in the background, which refreshed the services. Please feel free to reach out if you need any assistance.

Thanks for your time and cooperation.

Regards,

Anand Sri.