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Adobe cloud files unable to sync - support has been DISGRACEFUL! 48hr wait times between responses!

Explorer ,
Jan 17, 2024 Jan 17, 2024

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I've used Adobe Draw (now Fresco) ever since it was launched on the app store and have 5+ years (100s GBs) of work stored on Adobe cloud and I'm unable to access any files for OVER A WEEK on any desktop or mobile app. I'm a self-employed professional illustrator and Adobe fresco is my goto drawing app. Now my small business is crippled and I'm feeling lost and terrified at the thought of not being able to access my files with bare minimum 'canned response' support from Adobe.

 

I've tried absolutely everything. Poring over forums, using the Adobe cleaner tool, uninstalling and reinstalling Adobe CC countless times. Deleting coresync folders, reinstalling coresync folders. In the beginning I had a remote support session with a tech agent but they weren't able to resolve the issue and escalated it (which I thought translated into it being actioned as a priority). I cannot access my files on any desktop or mobile apps. Every support response takes 48 hours from me responding to them (I respond within 30mins) which doesn't result in a resolution, but another round of waiting 48 hours. WTF!!

 

I'm incessantly reaching out to Adobe tech support multiple times a day across all platforms - chat, phone and now email (since they emailed me with a possible resolution which didn't work 48 hours ago). I seem to be stuck in an endless loop of chat support agents disconnecting, or transferring and disconnecting - "Agent name left the chat", or phone agents putting my case into the "too hard" basket and transferring me through an endless loop of phone agents. Today I was told on the phone that I would receive a call back from senior tech to finally help me resolve the issue, but I never received the call. I've also called the local Adobe office in my hometown and left messages on their automated voicemail.

 

As you can see I'm desperate and at my wits end after a week of not being able to access my files that my business requires to operate.

 

Adobe, why am I waiting 48hours between response times with no resolution?! Where is the support?!

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File sync

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Community Expert ,
Jan 18, 2024 Jan 18, 2024

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use a web browser to navigate to the following locations. at each location there are several folders/link to check.:

 

https://assets.adobe.com

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

 

if you delete anything from any of these locations, check for a deleted folder where your file(s) was (were) moved. if you want to clear space you must delete files in the deleted folder. the used storage shown at each of those four sites (when totaled), should match the space shown used by your cc files.

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Explorer ,
Jan 18, 2024 Jan 18, 2024

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I've tried this too, also tried permanently deleting files from the deleted folder. It's not an issue of storage space, I have a 1TB plan and am using 130GB.

 

My case # is ADB-32670010-D9Q9

 

The issue is file syncing. I cannot access any file on desktop or mobile. It seems my devices aren't communicating with Adobe's cloud servers and aren't pulling in my files (even though I've tried on 5 seperate connections now).

 

I have not heard a peep from Adobe support in over 48 hours. My entire business is crippled and I don't know what to do or who to talk to apart from being endlessly transferred by tech support reps who's only bandaid canned response is "Please wait 48 hours" - even though I have waited OVER 48 hours since Adobe's last response.

 

Not being able to access Adobe creative cloud files is a fundemental problem and makes all of Adobe's products completely bricked.

 

Noone seems interested in resolving this? It seems my problem has been placed into the "too hard" basket and I've slipped through the cracks.

 

IT'S BEEN OVER 1 WEEK AND OVER 48 HOURS!! SOMEONE PLEASE HELP!

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Explorer ,
Jan 18, 2024 Jan 18, 2024

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Just now! Please see this screenshot for how I'm being treated as a customer. The tech support agent simply ends the conversation.

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Explorer ,
Jan 18, 2024 Jan 18, 2024

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And again....

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Community Expert ,
Jan 18, 2024 Jan 18, 2024

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