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Cant upload files to the Cloud

Community Beginner ,
Jun 08, 2022 Jun 08, 2022

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I moved the folder (which was link to the Adobe Cloud) from my C:/  to G:/ (which is a 4TB G-DRIVE ArmorATD from SanDisk Professional) but it seems it not upload from the G-Drive to the Cloud but all its doing is file syncing - syncing then after some time it says Unable to sync files

I have try uninstall the Adobe Cloud and reinstall it on my pc but notthing happens and still keeping  the same message.

I was wondering if any one got any advise so I can get it to work?

 

 

 

TOPICS
Cloud storage web assets , File sync , Libraries

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Adobe Employee ,
Jun 09, 2022 Jun 09, 2022

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Hi there,

 

We're sorry to hear about your difficulties. Could you please share the logs from your machine to help us troubleshoot the issue you are seeing? You can use the Creative Cloud log collector tool to get the logs & then you may share them with me at tsaini@adobe.com.

 

We're here to help, just need some info.

 

Regards,

Tarun

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Community Beginner ,
Jun 09, 2022 Jun 09, 2022

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Using Window
Adobe Creative Cloud  verison 5.7.11

I can upload it mannual to the Creative Cloud web

 

 

This is the error message I getting

Screenshot 2022-06-09 192210.png

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Adobe Employee ,
Jun 09, 2022 Jun 09, 2022

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Thanks for your response. Please upload the logs to your creative cloud web and share that link with us via private message. You may also check this article and see if that helps: https://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html

 

Regards,

Tarun

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Adobe Employee ,
Jun 09, 2022 Jun 09, 2022

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Thanks for sharing the logs, I have shared the logs with our engineering team. I will update you once I hear anything from them.

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Adobe Employee ,
Jun 14, 2022 Jun 14, 2022

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Hi @andrewc85951038 

 

We have checked the log files shared by you. Could you please move or delete this file /Bangers/2021/Aldershot 080821/Oval Track Legends - British Championship/Untitled Export4/OTL Aldershot 080821 (132).jpg from the Creative Cloud file folder & then check if the error goes away?

 

If you see the error again after removing or moving the file from the Creative Cloud File Folder please share the logs again by using the Creative Cloud Log collector tool.

 

Regards,

Tarun

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Community Beginner ,
Jun 26, 2022 Jun 26, 2022

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I am still getting this issue, and I have sent over logs to you last monday?

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Adobe Employee ,
Jun 27, 2022 Jun 27, 2022

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hi @andrewc85951038 ,

 

Thanks for your response. Our team needs new logs from your machine after trying the file sync. You may share the logs by using the Creative Cloud Log collector tool.

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Community Beginner ,
Jun 29, 2022 Jun 29, 2022

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Hi I have already sent you the logs back on the 20th June and it was download the same time and do I have to send them again?

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Adobe Employee ,
Jul 19, 2022 Jul 19, 2022

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Hi there, 

 

Thanks for your response & we're sorry for the delay. I have shared the logs with the engineering team and the issue under investigation. I will keep you posted, once it is resolved or if there is any information required by our engineering team.

 

Regards,

Tarun

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Adobe Employee ,
Jul 20, 2022 Jul 20, 2022

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Hi @andrewc85951038 ,

 

Could you please let us know if you're still encountering the issue with uploading files to the cloud?

 

Regards,

Tarun

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Community Beginner ,
Jul 20, 2022 Jul 20, 2022

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The last message I got from you was 
I would like to inform you that our team has discovered additional people who are experiencing the same problems, and we are still investigating. I'll update you when I find a solution.

I jsut wondering there was an solution yet?

 

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Adobe Employee ,
Jul 27, 2022 Jul 27, 2022

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Hi @andrewc85951038,

 

Could you please check and let us know if you're still encountering the issue?

 

Regards,

Tarun

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