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Cannot sync on MacOS 10.14.6 Mojave

Explorer ,
Feb 22, 2021 Feb 22, 2021

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I have tried the suggested solutions from Adobe re Core Sync. No change. "Open on the web" not available. I saved files to the Creative Cloud app, signed in on the web to look for the synced files--not there. Any other solutions? 

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correct answers 1 Correct answer

Explorer , Feb 23, 2021 Feb 23, 2021

Sometime earlier I saw a message over the CC icon in the taskbar saying "Creative Cloud Update," I refreshed as you suggested, and now things seem to sync. Thanks for your help!

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Community Expert ,
Feb 22, 2021 Feb 22, 2021

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what's your sync folder (file>preferences>syncing) on your mac?

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Explorer ,
Feb 22, 2021 Feb 22, 2021

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According to Preferences it is in my user root (Jeannie/Creative Cloud Files). However, in the info on the sidebar from "Creative Cloud Files" it showed a different path, to a duplicate folder of the same name within my Documents.

 

I moved that duplicate folder to the Trash. I went back to Preferences to set the path to the root again. It now shows the sync directory in the Trash.

 

Then I changed the name of the folder in the Trash to "OLDCreative Cloud Files" and the only thing that changed was the sidebar now shows the path at .../Trash/OLDCreative Cloud Files.

 

I have restarted and I have tried unsuccessfully several times to re-point the sync folder to the user root.

 

How do I resolve this? Should I uninstall Creative Cloud and reinstall?

 

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Community Expert ,
Feb 22, 2021 Feb 22, 2021

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you can't use a drive root for you adobe sync folder.  the files won't sync (which is what you're seeing).

 

create a directory in your root (eg, adobe sync) and assign that as your sync folder in the adobe cc desktop app (file>preferences>syncing).

 

then put a test file in that folder and see (using your os file browser) if it starts sync'g (and completes syncing) with adobe's online storage.

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Explorer ,
Feb 22, 2021 Feb 22, 2021

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I already have a Creative Cloud Files folder in my User root as I have done for several years. It is only recently that something changed and the sync is not pointing to that folder.

Screen Shot 2021-02-22 at 6.08.30 PM.png

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Explorer ,
Feb 22, 2021 Feb 22, 2021

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I created a new folder as you suggested and placed a single file in it. When I viewed that folder in Finder, suddenly my entire previously-created Creative Cloud Files folder and all subfolders were in the same new folder. But nothing sync'd.

 

When I accessed my files through the web it says the last sync was 22 days ago.

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Community Expert ,
Feb 22, 2021 Feb 22, 2021

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embed a screenshot showing your sync'd folder ala

 

kglad_0-1614061068506.png

 

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Explorer ,
Feb 23, 2021 Feb 23, 2021

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Community Expert ,
Feb 23, 2021 Feb 23, 2021

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kglad_1-1614097522648.png

 

 

 

and do you show green checks in that users/shared/adobe-sync folder?

 

kglad_1-1614096406773.png

 

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Explorer ,
Feb 23, 2021 Feb 23, 2021

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Sorry about the download.

No, no green checks. And as I mentioned, when I go to the web directly the last sync date was Feb. 1

And typically I see the blue syncing arrows when I add a new file, both in the Finder as well as in the CC icon. 

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Community Expert ,
Feb 23, 2021 Feb 23, 2021

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pause and then unpause your file syncing

check the web synched files

exit the synched local directory and re-enter it with your file browser.

 

did the file sync?

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Explorer ,
Feb 23, 2021 Feb 23, 2021

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No. But after I paused and unpaused the double blue arrows in the icon at the top taskbar were visible for several minutes. I had hope that was a good sign, but the web view still says the last modification was 23 days ago.

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Community Expert ,
Feb 23, 2021 Feb 23, 2021

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refresh the web page.

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Explorer ,
Feb 23, 2021 Feb 23, 2021

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Sometime earlier I saw a message over the CC icon in the taskbar saying "Creative Cloud Update," I refreshed as you suggested, and now things seem to sync. Thanks for your help!

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Community Expert ,
Feb 23, 2021 Feb 23, 2021

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you're welcome 

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