Cannot permanently delete sync files in Creative Cloud

[Ham1000]

Hi all. I've seen that other people have had the same problem as I'm currently having but I can't see any answers where the user is able to resolve this without help from Adobe... so I'm posting this whilst knowing it already exists in other threads! Apologies.

So my 100GB of Cloud Storage was nearly full this morning. I visit Creative Cloud web / Launch more / Synced files / Deleted. The list of files ranges from files deleted over the past few days to in some instances files that were deleted 7 years ago!

I've managed to permanently delete some of the more recently deleted files; however, anything from over month or so ago just brings up a "Could not delete asset permanently" message.

Any help to empty the old files out would be gratefully received.

Thanks in advance. 🙂

[kglad]

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

[Ham1000]

Hi.

I've checked all of those locations and they're either empty or have files that I've used recently. The problem as far as I can see is that I've got over 800 items that I can permanently delete or restore from the Creative Cloud synced deleted items.

They're all sorts of file types and sizes and I literally can not do anything with them this end, which is mildly frustrating!

[Ham1000]

Sorry... those screenshots don't look very helpful!! 🙂

[kglad]

why can't you permanently delete them?

[Ham1000]

Absolutely no idea. When I tried to delete them I just got a message saying something like "item could not be deleted". No information beyond that, so I was pretty stumped!

[Tarun Saini]

Hi @Ham1000,

If you have the files stored in the locations suggested by @kglad, you should try deleting them first from there and then from the deleted folder if you'd like to increase your storage.

For more info on Delete files permanently from cloud storage, check this link:- https://helpx.adobe.com/creative-cloud/help/delete-files-permanently.html

Regards,

Tarun

[Ham1000]

Thanks Tarun.

An update on this problem... My deleted items this morning is now showing 101 items and all files which have been deleted within the last 30 days... which is what I would expect. Note: I have not deleted the extra 700+ files which were showing in my deleted folder; as previously mentioned, they just wouldn't delete.

I have absolutely no idea why they are now missing; however, I assume somebody at Adobe has looked into this and deleted the files on my behalf?? Is that something that could have happened??

Anyway, I'll be monitoring this over the coming weeks to see if the files reappear as mysteriously as they have disappeared!

[kglad]

no one from adobe deleted your files.  if any were in the deleted folder beyond 30 days, they were automatically deleted.

[Ham1000]

Thanks @kglad . Very bizarre indeed! Maybe visiting the links you initially provided me with did something??

Either way, the deleted files folder is now looking as I would expect it to (only containing files which were deleted up to 30 days ago).

[kglad]

that's good news. 

maybe there was a browser cache issue. anyway, glad to hear.