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CC Sync Deletes Files on Conflict without Warning

Explorer ,
Nov 25, 2022 Nov 25, 2022

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Warning to anyone syncing CC files to Mac OS and across other computers:
If Creative Cloud Sync corrupts itself in some way (OS update, CC update, etc.), and it goes into the infinite sync loop, it might do the following:

1. Rename the folder with 'Conflicted copy'.

2. Create a new empty folder of same name.

3. Sync into the new folder.

4. But also, DELETE the files in the cloud of the 'Conflicted copy' folder.

adobe file conflict.png
This could have downstream effects:

1. The 'Conflicted copy' files are no longer in the CC Sync cloud.

2. If your off-site backup strategy does not automatically pickup the original 'Conflicted copy' folder, you will also be overwriting your snapshots.

3. Slowly, without warning, you are randomly losing files without warning.

4. Unbeknownst to you, your only remaining copies of the files are stored locally on the other sync'd machines in that 'Conflicted copy' folder.

 

This is entirely unacceptable. Every major tech company has figured out reliable file syncing except Adobe. I absolutely do not trust Creative Cloud Sync, and I don't think you should either.

 

Make sure your 3-2-1 backup strategy can safeguard against this.

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File sync

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Community Expert ,
Nov 25, 2022 Nov 25, 2022

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cc files are not secure whether you have a cc problem or not.

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Explorer ,
Nov 25, 2022 Nov 25, 2022

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I don't disagree with your comment about file security,  but I think you missed the point. Files in the cloud writ large are not secure. My post is a basic level of service 'blocker' issue of Adobe's cloud sync capability.

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Community Expert ,
Nov 25, 2022 Nov 25, 2022

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i think you missed my point.

 

cc storage is for convenience only.  convenience in sharing files with others and with yourself on other devices.

 

if you suddenly lose all the files in cc storage it should be no great loss.  just some temporary inconvenience, at the most.

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Explorer ,
Dec 02, 2022 Dec 02, 2022

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Not at all. I'm well aware of the importance of a 3-2-1 backup strategy. Your comment leads me to believe you are only working on one machine.

This post is about the ongoing instability of the Creative Cloud app and ability to properly sync files across multiple machines. This incident and post comes after 1 month of constant file syncing in MacOS. As in a constant repeated resyncing of the entire file set. Until ultimately, a conflict is created. This problem goes back several months if not years in forums throughout the web.

The app is literally named 'Creative Cloud' and has one job. To sync files. Not to mention that a significant amount of work in some apps (e.g. Premiere) can happen in 4-8 hours. Which your backups may or may not have captured.

Restoring one's entire Library across two (or more) machines including the performance hit of the constant syncing may be okay with you. But most of us simply want the app to reliably sync files.
The amount of time it takes to restore 2 machines, plus the re-do of any work lost in between backups, is a show-stopper.

 

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Community Expert ,
Dec 02, 2022 Dec 02, 2022

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@charlesb4548883 

 

yes, i'm working on one computer at a time.  are you the administrator of a teams or enterprise subscription?

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Explorer ,
Dec 02, 2022 Dec 02, 2022

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I am not. But I can't see how that matters. If one is working on only one machine, I have no idea why someone would work with their files on the cloud.

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Community Expert ,
Dec 02, 2022 Dec 02, 2022

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then you don't completely understand the purpose of adobe's cloud storage: 

 

again, it's for file sharing.

 

file sharing with others (that i know you appreciate), but also file sharing with yourself on your other computers/devices (which i don't think you understand).  ie, many of us share files among our own computers and mobile devices.

 

anyway, we're moving off-topic if we continue this.

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Explorer ,
Dec 02, 2022 Dec 02, 2022

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You are moving off-topic. Adobe has certainly made a mess of file structure across Stock Library Assets, Acrobat Documents, and Creative Cloud File Sync. This post is about CC File Sync. Click on the following in the CC app.

That is not a "file sharing" capability. It is not a manual explicit sharing of files. It is a syncing of a directory across multiple machines and OSs (e.g. Windows PC desktop, MacOS laptop, iPadOS tablet, Android phone).

Which it does not reliably and safely do.

charlesb4548883_0-1670001485946.png

 

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Explorer ,
Dec 02, 2022 Dec 02, 2022

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And of course, as I post that screenshot with the red arrow, Creative Cloud Web displays the following on the 'Synced files' tab:

charlesb4548883_0-1670002056698.png

 

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Community Expert ,
Dec 02, 2022 Dec 02, 2022

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a lot of what adobe does is a mess.  cc file/cloud storage is one of many.  you won't find any posts from me arguing otherwise.

 

and let's just say we disagree about whether cc sync is about file sharing and leave it.

 

do you have any questions or need any help (with the understanding that i can't fix anything wrong/inadequate on adobe's end)?

 

 

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Explorer ,
Dec 02, 2022 Dec 02, 2022

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The ONLY reason to store files in the cloud anywhere is to make them available to other machines. It's like saying water is wet. But I generally don't "share" files with myself. Regardless, it is broken.

Let's just say you're wrong. You were the one that waded into the thread to not help.

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Community Expert ,
Dec 02, 2022 Dec 02, 2022

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locked.

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Community Beginner ,
Dec 02, 2022 Dec 02, 2022

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This has just suddenly started happening to me this morning.

A huge number of 'Conflicted copy' folders appearing.

The original folders now only containing a single file names 'Icon?' zero byte Unix Executable File.

Any idea what the hell is going on?

 

Should I pause the sync and do something? or will this automatically tidy up if I let it do it's thing?

 

It's so frustrating as I have over 36,000 files trying to sync and currently don't know where I should be saving files.

An absolute nightmare.

 

Switched to MacOS Ventura 13.0.1 last night - I'm not sure if that's something to do with this?

 

Thanks in advance for any help!

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Community Expert ,
Dec 02, 2022 Dec 02, 2022

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@alex_inception 

 

reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

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New Here ,
Oct 04, 2023 Oct 04, 2023

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after upgrade mac os to sonoma same thing happend to me, im using pc at work, mac os at home ,  it was perfectly synced before upgrade to sonoma.  i have no idea how to fix it . cloud files are working and no corruption.  pc at works normal no problem with sync or files.

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Community Expert ,
Oct 04, 2023 Oct 04, 2023

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@Gökhan30107750te2b 

 

restart your computer

 

if that fails, update your cc desktop app

 

if that fails, reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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New Here ,
Oct 04, 2023 Oct 04, 2023

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i have done every step also made new directory for sync,  8000 files syncing ,  about 500 conflicted (same problem no thing changed) 

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Community Expert ,
Oct 04, 2023 Oct 04, 2023

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contact adobe support.  there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

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New Here ,
Oct 05, 2023 Oct 05, 2023

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i realized every time i try to sync more file from macbook getting more corrupted and breaking files. i made backup right after this problem happens at my work pc. I'm happy for that !! ,   Now i will use external ssd or google drive maybe. i cannot trust creative cloud storage after this.  and i dont think any one can fix my files after this mess.

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Community Expert ,
Oct 05, 2023 Oct 05, 2023

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understood 

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