I can't locate files taking up plan storage (files have ben deleted out of trash on CC cloud)

Report · Mar 20, 2023

Hello,

I use Photoshop Photog plan with 21GB. I have removed as many files as I can that I think would be taking up my storage quota. All I have left are some CSV files and a handful of jpgs. CC says I'm using 21.5GB out of 21. How is that possible? There must be some files hidden that I can't access somewhere. Anyone have any ideas?

As I wrote in the subject, I did go to the deleted folder on CC web (trash) and I perm deleted those files. Over the years with this plan I have moved between multiple Windows PC's and Macs. I'm back on Mac. Not sure if that has anything to do with it.

Thanks.

Report · Mar 20, 2023

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails to update your storage, disable the photoshop presets feature as described here (chose NO when asked to keep the data in the cloud): https://helpx.adobe.com/ie/photoshop/using/sync-presets.html

then go to your cc web site by opening cc desktop app>clicking cloud icon>cc web and check all 8 folders (4 in your files, 2 in shared with you, 1 in shared with you, 1 in deleted).

note: if you delete from your sync folder, your local files will be deleted, too. this is the only folder that affects your locally stored files.

click the lightroom link at bottom left of your cc web page and delete files from there.

lastly, recheck your deleted folder again and delete whatever is there.

Report · Mar 20, 2023

Hi @michaels7104675,

We're sorry to hear about your difficulties. After trying the suggestions provided by @kglad, please check this article and check the following locations mentioned in it to check if that helps: https://helpx.adobe.com/creative-cloud/kb/file-storage-quota.html

Regards,

Tarun

Report · Mar 20, 2023

Hi unfortunately none of the solutions here worked for me.

Report · Mar 20, 2023

how much lightroom and lightroom deleted files storage are you using?

Report · Mar 20, 2023

I have never used Lightroom. However I still went into it on the web and checked. There's no photos and no deleted.

Report · Mar 20, 2023

I also just checked on my Creative Cloud Files folder on my Mac desktop. Total there's only 24MB used up now. There has to be something hidden or lurking somewhere. Is it possible there's hidden app files from when I was using Windows or another Mac? I just use Photoshop.

Report · Mar 20, 2023

there are no hidden files. contact adobe support.

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...