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Major issue - Adobe's ending of of Cloud Syncing seems to have damaged windows explorer for many

New Here ,
Feb 06, 2024 Feb 06, 2024

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Many creative cloud users are reporting that in the past day windows explorer has become very slow with everyone experiencing the same problem.  Clicking on folders/files in file explorer causes the cursor to flash 3 times and takes 2-3 seconds to load the folder/file on any disk drive.

 

The posts below are starting to pop up in reddit help communities and the common factor is that everyone has Creative Cloud installed.  I am experiencing this myself on my work system.  Adobe needs to get an emergency fix put out for this.

 

https://old.reddit.com/r/WindowsHelp/comments/1akdopd/windows_10_file_explorer_bug_loading_cursor/

https://old.reddit.com/r/WindowsHelp/comments/1akadgc/file_explorer_delayed_response/

https://old.reddit.com/r/WindowsHelp/comments/1ak85h8/file_explorer_very_slow_clicking/

 

 

TOPICS
App installs and updates , Others

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correct answers 2 Correct answers

Adobe Employee , Feb 07, 2024 Feb 07, 2024

Thank you everyone for sharing the log files. We had a connect session with @Viki.Mellow and have identified the root cause and working on a fix for this. We will update on this same thread once we have the fix ready.

 

Regards,

Ruchika Wadhawan

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Adobe Employee , Feb 08, 2024 Feb 08, 2024
Hi Everyone, we have the fix rolled out for this problem. Please follow the steps below to see to apply the update:
  1. Close any opened File explorer windows.
  2. Open Creative Cloud Desktop App.
  3. From the Help menu -> Select 'Check for Updates'.
  4. This should fetch the latest updates for Creative Cloud Desktop App and will be automatically applied.
  5. Once update is applied, open File explorer and problem should no more be there.
Note: If you are facing any issue in applying the latest update or still see
...

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New Here ,
Feb 06, 2024 Feb 06, 2024

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I am having the same issue... Adobe please fix it..

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Explorer ,
Feb 06, 2024 Feb 06, 2024

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OMG thank god i found those reddit thread. I was thinking my systems drives were failing or something. Adobe need to fix this ASAP this is a serious issues. And this thing comes on top of the terrible and greedy decisions Adobe made to end the creative cloud files sync, so not only you remove features but when doing so you break the systems of your users? Be better and fix this now.

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New Here ,
Feb 06, 2024 Feb 06, 2024

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Same! Adobe FIX IT! (cursing removed)

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Participant ,
Feb 06, 2024 Feb 06, 2024

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I'm having no end of problems with the CC app since they yanked out the file syncing. Insanity. I've had to repair the installation 3 times

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Community Beginner ,
Feb 06, 2024 Feb 06, 2024

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I have the same issue exactly! 
i hope Adobe get's to it soon.

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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I am experiencing the same problem.

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New Here ,
Feb 07, 2024 Feb 07, 2024

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Same error!

With deinstalling the Creative Cloud App ( I used this deinstall helper:  https://helpx.adobe.com/content/dam/help/en/creative-cloud/help/uninstall-creative-cloud-desktop-app...  )  the windows explorer starts working again , no blue waiting donuts anymore when selecting items.

But of course we need the CC-app to use the cloud products.

@Adobe - this topic is really urgend!
We need a fast fix to be business productive

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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I have the same issue. It is very frustrating.

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Same problem here, did everything until I discovered the reddit threads. Thought that something is up with my hardware. Really frustrating and very time consuming. Please fix this bug

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Adobe Employee ,
Feb 07, 2024 Feb 07, 2024

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Hi @SW-Creative,

To further investigate this, could you please help us to gather creative cloud logs from your machine using Log collector tool. Once the logs are collected please click on upload and send us the log file name.

In addition to this, could you share the information regarding your machine configuration. You can type msinfo32.exe in the run command to get details of your machine.

 

Regards,

Ruchika Wadhawan

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Adobe Employee ,
Feb 07, 2024 Feb 07, 2024

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@Nelson3529259109m3 @emilerk @Archimo @defaultjrqc69z15p8t @Rasenmaeher @alexandera18993014 @jenniferg50649652 @Viki.Mellow 

Hi All,

To further investigate this, could you please help us to gather creative cloud logs from your machine using Log collector tool. Once the logs are collected please click on upload and send us the log file name.

In addition to this, could you share the information regarding your machine configuration. You can type msinfo32.exe in the run command to get details of your machine.

 

Regards,

Ruchika Wadhawan

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Same issue here, please fix!

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Same issue - my hardware

OS Name Microsoft Windows 10 Home
Version 10.0.19045 Build 19045
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name ARCTIC
System Manufacturer System manufacturer
System Model System Product Name
System Type x64-based PC
System SKU SKU
Processor AMD Ryzen 9 5950X 16-Core Processor, 3401 Mhz, 16 Core(s), 32 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. 4602, 23/02/2023
SMBIOS Version 3.3
Embedded Controller Version 255.255
BIOS Mode Legacy
BaseBoard Manufacturer ASUSTeK COMPUTER INC.
BaseBoard Product ROG STRIX X570-E GAMING
BaseBoard Version Rev X.0x
Platform Role Desktop
Secure Boot State Unsupported
PCR7 Configuration Binding Not Possible
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United Kingdom
Hardware Abstraction Layer Version = "10.0.19041.3636"
Username ARCTIC\Ed
Time Zone W. Europe Standard Time
Installed Physical Memory (RAM) 128 GB
Total Physical Memory 128 GB
Available Physical Memory 95.8 GB
Total Virtual Memory 147 GB
Available Virtual Memory 105 GB
Page File Space 19.0 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualisation-based security Not enabled
Device Encryption Support Reasons for failed automatic device encryption: PCR7 binding is not supported, Hardware Security Test Interface failed and the device is not Modern Standby, Un-allowed DMA-capable bus/device(s) detected, Disabled by policy, TPM is not usable
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualisation Enabled in Firmware No
Hyper-V - Data Execution Protection Yes

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Engaged ,
Feb 07, 2024 Feb 07, 2024

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Same problem on my Win 10 PC. Didn´t anyone at Adobe test this on a Win PC before shutting down the sync service?

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Adobe Employee ,
Feb 07, 2024 Feb 07, 2024

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Thank you for sharing the hardware details. Could you also please collect and share the Creative cloud logs using Log collector tool. You can click upload once the logs gets collected and send us the file name.

 

Regards,
Ruchika Wadhawan

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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AdobeLogs_20240207_095638_341-win-GS.zxp

 

msinfo32:

Betriebsystemname Microsoft Windows 10 Pro
Version 10.0.19045 Build 19045
Zusätzliche Betriebsystembeschreibung Nicht verfügbar
Betriebsystemhersteller Microsoft Corporation
Systemname JENNIFERS-PC
Systemhersteller System manufacturer
Systemmodell System Product Name
Systemtyp x64-basierter PC
System-SKU SKU
Prozessor AMD Ryzen 9 5900X 12-Core Processor, 4001 MHz, 12 Kern(e), 24 logische(r) Prozessor(en)
BIOS-Version/-Datum American Megatrends Inc. 3405, 01.02.2021
SMBIOS-Version 3.3
Version des eingebetteten Controllers 255.255
BIOS-Modus UEFI
BaseBoard-Hersteller ASUSTeK COMPUTER INC.
BaseBoard-Produkt ROG STRIX X570-E GAMING
BaseBoard-Version Rev X.0x
Plattformrolle Desktop
Sicherer Startzustand Ein
PCR7-Konfiguration Erweiterung zum Anzeigen erforderlich
Windows-Verzeichnis C:\WINDOWS
Systemverzeichnis C:\WINDOWS\system32
Startgerät \Device\HarddiskVolume2
Gebietsschema Deutschland
Hardwareabstraktionsebene Version = "10.0.19041.3636"
Benutzername JENNIFERS-PC\Jennifer
Zeitzone Mitteleuropäische Zeit
Installierter physischer Speicher (RAM) 64,0 GB
Gesamter physischer Speicher 63,9 GB
Verfügbarer physischer Speicher 46,4 GB
Gesamter virtueller Speicher 73,4 GB
Verfügbarer virtueller Speicher 43,8 GB
Größe der Auslagerungsdatei 9,50 GB
Auslagerungsdatei C:\pagefile.sys
Kernel-DMA-Schutz Aus
Virtualisierungsbasierte Sicherheit Nicht aktiviert
Unterstützung der Geräteverschlüsselung Erweiterung zum Anzeigen erforderlich
Hyper-V - VM-Monitormoduserweiterungen Ja
Hyper-V - SLAT-Erweiterungen (Second Level Address Translation) Ja
Hyper-V - Virtualisierung in Firmware aktiviert Nein
Hyper-V - Datenausführungsverhinderung Ja

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Adobe Employee ,
Feb 07, 2024 Feb 07, 2024

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Thank you @jenniferg50649652 For sharing the log details as well the machine info.

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Hello,
I sent the log file as instructed. (AdobeLogs_20240207_110649_504-win-GS)

msinfo32 (deleted my Pc name just in case):
Betriebsystemname Microsoft Windows 10 Pro
Version 10.0.19045 Build 19045
Zusätzliche Betriebsystembeschreibung Nicht verfügbar
Betriebsystemhersteller Microsoft Corporation
Systemname DESKTOP-9NO13MS
Systemhersteller ASUS
Systemmodell System Product Name
Systemtyp x64-basierter PC
System-SKU SKU
Prozessor AMD Ryzen 7 7700X 8-Core Processor, 4501 MHz, 8 Kern(e), 16 logische(r) Prozessor(en)
BIOS-Version/-Datum American Megatrends Inc. 0326, 21.04.2023
SMBIOS-Version 3.5
Version des eingebetteten Controllers 255.255
BIOS-Modus UEFI
BaseBoard-Hersteller ASUSTeK COMPUTER INC.
BaseBoard-Produkt TUF GAMING A620-PRO WIFI
BaseBoard-Version Rev 1.xx
Plattformrolle Desktop
Sicherer Startzustand Aus
PCR7-Konfiguration Bindung nicht möglich
Windows-Verzeichnis C:\Windows
Systemverzeichnis C:\Windows\system32
Startgerät \Device\HarddiskVolume1
Gebietsschema Deutschland
Hardwareabstraktionsebene Version = "10.0.19041.3636"
Zeitzone Mitteleuropäische Zeit
Installierter physischer Speicher (RAM) 32,0 GB
Gesamter physischer Speicher 31,1 GB
Verfügbarer physischer Speicher 21,8 GB
Gesamter virtueller Speicher 49,1 GB
Verfügbarer virtueller Speicher 34,2 GB
Größe der Auslagerungsdatei 18,0 GB
Auslagerungsdatei C:\pagefile.sys
Kernel-DMA-Schutz Aus
Virtualisierungsbasierte Sicherheit Nicht aktiviert
Unterstützung der Geräteverschlüsselung Ursachen dafür, dass die automatische Geräteverschlüsselung nicht erfolgreich war: Die PCR7-Bindung wird nicht unterstützt., Unzulässige DMA-fähige Busse/Geräte erkannt
Hyper-V - VM-Monitormoduserweiterungen Ja
Hyper-V - SLAT-Erweiterungen (Second Level Address Translation) Ja
Hyper-V - Virtualisierung in Firmware aktiviert Ja
Hyper-V - Datenausführungsverhinderung Ja

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Hi,

I sent the log file (AdobeLogs_20240207_111405_870-win-GS.zxp).

 

Betriebsystemname Microsoft Windows 10 Pro
Version 10.0.19045 Build 19045
Zusätzliche Betriebsystembeschreibung Nicht verfügbar
Betriebsystemhersteller Microsoft Corporation
Systemname XXX
Systemhersteller FUJITSU
Systemmodell ESPRIMO P958
Systemtyp x64-basierter PC
System-SKU
Prozessor Intel(R) Core(TM) i7-9700 CPU @ 3.00GHz, 3000 MHz, 8 Kern(e), 8 logische(r) Prozessor(en)
BIOS-Version/-Datum FUJITSU // American Megatrends Inc. V5.0.0.13 R1.32.0 for D3602-A1x, 25.08.2023
SMBIOS-Version 3.2
Version des eingebetteten Controllers 255.255
BIOS-Modus UEFI
BaseBoard-Hersteller FUJITSU
BaseBoard-Produkt D3602-A1
BaseBoard-Version S26361-D3602-A1
Plattformrolle Desktop
Sicherer Startzustand Aus
PCR7-Konfiguration Erweiterung zum Anzeigen erforderlich
Windows-Verzeichnis C:\Windows
Systemverzeichnis C:\Windows\system32
Startgerät \Device\HarddiskVolume1
Gebietsschema Deutschland
Hardwareabstraktionsebene Version = "10.0.19041.3636"
Benutzername XXX
Zeitzone Mitteleuropäische Zeit
Installierter physischer Speicher (RAM) 32,0 GB
Gesamter physischer Speicher 31,8 GB
Verfügbarer physischer Speicher 22,8 GB
Gesamter virtueller Speicher 36,6 GB
Verfügbarer virtueller Speicher 22,6 GB
Größe der Auslagerungsdatei 4,75 GB
Auslagerungsdatei C:\pagefile.sys
Kernel-DMA-Schutz Aus
Virtualisierungsbasierte Sicherheit Nicht aktiviert
Unterstützung der Geräteverschlüsselung Erweiterung zum Anzeigen erforderlich
Hyper-V - VM-Monitormoduserweiterungen Ja
Hyper-V - SLAT-Erweiterungen (Second Level Address Translation) Ja
Hyper-V - Virtualisierung in Firmware aktiviert Ja
Hyper-V - Datenausführungsverhinderung Ja

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Adobe Employee ,
Feb 07, 2024 Feb 07, 2024

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Thank you @Viki.Mellow @jenniferg50649652 @Rasenmaeher  for sharing the log files with us. We require some additional details from your machines to further investigate this. Is it possible for you to connect with us over a remote debugging session. If yes, I can share the meeting link with you via DM.

 

Regards,

Ruchika Wadhawan

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New Here ,
Feb 07, 2024 Feb 07, 2024

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same problem here on three different workstations.

the delay is worse on win10 than on win11

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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@Ruchika Wadhawan Okay, well, you have my permission.

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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@Ruchika Wadhawan
Hello, yes it is possible. You can contact me via DM.

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Community Beginner ,
Feb 07, 2024 Feb 07, 2024

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Yes  you have my permission to send the link.

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