CC Library Sync...what' is happening?

[smellis323]

I can no longer see my company libraries. We have spent thousands of hours building collaborative libraries that we can share across our various divisions around the nation and world...now we can't even get to the graphics excep to download images of the graphics we created so they could be edited. FAIL Adobe...FAIL. At a minimum, we should be able to download native files...not photos of our work. Please advise on the best way to remedy this. I have provided a screen shot of what my libray looks like. It's been like that for hours. And the little cloud says everything is up to date.  

[Patrick Adbe]

Hey there! I am sorry you are running into some issues here loading your libraries. First, I would ensure you are on our latest version of Creative Cloud Libraries. You can do this in on of our host applications by going to the context menu at the top right, selecting "What's New?" and it should show a version of 4.9.105. If you are on an older version be sure to update via CCD.

If you are on the latest version I would recommend uninstalling and initiating a clean installation of creative cloud and the creative cloud apps you are using. I hope this can resolve your issue.

[pondersmith]

This started happening to me too in the last week. every time I open photoshop it refreshes my library and takes an hour to reload. extremely frustrating and killing my productivity as it freezes up constatnly. it will only load what i can see then as soon as i scroll it starts reloading more but hangs up. it worked fine a month ago

[flashj88268601]

This is also happening with our libraries. This started about a week or two ago. We have thousands of items in our libraries and many users.  Why is it updating the images when they should already be up to date on our computers. Should it not only initiate an update to an item that is new, why is it updating all the items.  Is it updating from the remote adobe server each time it logs in, is it not referring to the copy that should be on the workstation, there are two many items to download for this kind of updating.  It should only update if it is confirmed that there has been a change to that item, otherwise is it not better to use the item that should be stored on the workstation which would immediately populate the library.

[AdbeFlor]

It would be useful to know:
- what Libraries version you are on (see Patrick's comment on where to look)
- whether this was a one time event or whether this continues to happen every time you open an app
- the version of your Creative Cloud Libraries Synchronizer process. You can see this by going to Creative Cloud Desktop and viewing the About Creative Cloud info.
- the app(s) and the app version(s) where this occurs
- Operating System (Win/Mac) and version

[flashj88268601]

Hi AdbFlor,

Here are the specs that you requested:

Libraries What's New version: JANUARY 2025 - Version 4.9.105
Adobe Photoshop Version: 26.3.0 20250122.r.156 bfca642 x64

The libraries seem to be loading a little faster than before, I did see there was an update for Photoshop that I uploaded a few days ago.  The libraries did load faster after this update, but they did start to slow down as the day a few hours after, And they did seem to remain steady, that is when I would exit Photoshop and then relaunch, the libraries that had loaded would still be loaded, but it did seam that if I had too many loaded and then when to one that I had selected/loaded a few hours past, that they would have to reload.

Today, Monday morning when I stared work, each library had to reload, but it did do it a faster than it was doing it, but it still does take some time.  I then tested it to see if it would remain if I exited and then relaunched Photoshop, and they did remain loaded, but the libraries should always remain loaded and only update individual items that have changed and not the whole library.

[AdbeFlor]

Would you be able to provide a video of the issues that you are seeing currently? Just trying to be certain of what you mean by a slow down and exactly what that process looks like. If it is syncing files, the little sync icon in the footer should show that it is syncing. And how long of a slow down are you referring to, currently. You seem to be describing a bunch of general slowness but we'd like to narrow this down to a specific issue and scenario that we can replicate and troubleshoot.

[pondersmith]

It doesnt seem like I can post a video here. How would you like me to send one?

I also downloaded the photoshop update that came out over the weekend..I agree the libraries are loading faster than last week but they still keep refreshing and lagging. 

I ended up organzing and tagging most my assets in bridge so I could just keep the libraries tab closed and access stuff through bridge and not keep having my workflow interupted. 

Here are the spects on crearive cloud and instagram version 

 and a photo of the library items reloading

 

[flashj88268601]

Here is a link to the video.

https://www.dropbox.com/scl/fi/xe5e0fwqt7pljsjh0jqcg/Recording-2025-02-24-131916.mp4?rlkey=tbr4alqk0...

It is one of the larger Libraries that we have, but the files are actually quite small in this one, just a lot of them.

I had not accessed this library today so I knew that it would not be loaded and would server as a good example.

You can see that it first says there are no items in the Library and then procedes to loadthem. I then go out of the library and go back into it to show that the items are still there after they loaded.  But the libraries are reseting after a while, and will need to be reloaded again.  Not sure if this is due to time, or volumen of other libraries that have been loaded.

[Juan P.]

Thank you all for sharing. We are on track to roll out a new version by the end of next week. Once you all receive that update, please let us know if you are still experiencing this issue.

[jamieg38952982]

I am having the exact same issue. CC Desktop app is up-to-date. I can access libraries via my web browser, but not in my CC Desktop app or in Photoshop/Illustrator. It's been happening on and off for several days now, but usually restarting the app allowed me to access my libraries for long enough to get what I need and get out. Now, I can't seem to make them work no matter what I do-- this is extremely frustrating because I'm trying to use the libraries to share smart objects between Photoshop and Illustrator, and it has completely halted my workflow

[Peter25305180tzr8]

When is adobe due to provide the fix? 

[Peter25305180tzr8]

And what are they updating? creative cloud?

[clementc89469389]

Hello, same issue here, did you deploy the fix ? If yes it did'nt wirk for us. (More than 30 designers blocked by this issue) 

Thanks

[odon]

similar to:

https://community.adobe.com/t5/adobe-collaboration-experiences-bugs/cc-libraries-loading-super-slow/...

[carolineb23036079]

Same issue here. All my team is experiencing it and we are losing precious time.
Please help!
Thanks

[crashpunk]

The problem seems to come from the thumbnails of the assets who keeps being redownloaded. When the computer is disconnected from the internet I can't see the thumbnails but I can use my assets without long loading delay.

Also only the owned and shared libraries are affected, no problem with public libraries.

[Abhiroop Boggavarapu]

The fix for this bug has been rolled out as part of Creative Cloud Library Synchronizer Version 4.9.20.
The version for this component can be checked via Creative Cloud > About Creative Cloud

- CC Library Synchronizer Team

[melinda23960175z6wy]

Hello! Two members of my team started having this issue last week. They are currently on version 4.10.6 of the Creative Cloud Synchronizer. Please advise what we could try to resolve this? 

Thanks!

[Abhiroop Boggavarapu]

Hi @melinda23960175z6wy ,
From what I understand, you are seeing the thumbnail loading issue. Is this correct?
Also, can you please share the logs for us to understand what could be going wrong. Logs can be sent over to user by following the steps https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 

[melinda23960175z6wy]

@Abhiroop Boggavarapu  I will have them send over their logs. There is a little difference in what they are telling me, but I will send them that link and have them follow-up. Thank you!

[jongo.studio]

Same story...

[b_8050]

Hi @jongo.studio,
Are you seeing the thumbnail loading issue? If yes, can you please share the logs for us to understand what could be going wrong.
Logs can be sent over to us by following the steps https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html 
Please do mention the name of zxp file generated, so that we can correlate and prioritse it.

[jongo.studio]

No I cannot see the thumbnail loading image. I have attached a screenshot.

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[Abhiroop Boggavarapu]

Hi @jongo.studio ,
I think the screenshot go missed in the attachment. 

Regards,

[jongo.studio]

I hope you can read this attachment.