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Bob Trlin
Inspiring
April 5, 2021
Answered

CC Sync Issue

  • April 5, 2021
  • 2 replies
  • 2218 views

I use LrC.  It syncs perfectly well with some files I have in the Adobe Cloud.  However, when I open the CC app, it tries to sync with the message "Getting storage information.." but it just stays like that and never finds anything.  What's it doing and what's it trying to sync with?

This topic has been closed for replies.
Correct answer Bob Trlin

for the benefit of other users, what solved the problem?


On my PC there are 3 accounts, admin, my wife and myself.  For whatever reason, I did not have admin privaleges.  I gave myself admin privaleges and all was fine.
It took two Adobe techs with control of my PC, half a day to find there was an issue with my account.  This was discoverred when it was found that the CC app synced perfectly on my admin account.  At this point, my account was declared corrupt and Adobe walked away.  I was left to fix the problem which luckily was easy.

2 replies

I
Ivoryplum
Participating Frequently
October 4, 2021

I had this problem on my Mac, and tried everything that had been recommended.

 

What finally worked for me was:

- Navigate to your libraby folder (Finder>Go>Go To Folder: ~/Library/)

- Open Application Support folder

- Right-click on the Adobe folder, and click 'Get Info'.

- Click the 'lock' icon in the bottom right, and enter in your computer password.

- Under 'Sharing & Permissions' change all to "Read & Write".

 

Only System was on "Read & Write", and once I changed the remaining from "Read" to "Read & Write" Creative Cloud instantly started syncing. Hope this helps!

    T
    Tarık5FD5
    Participant
    August 12, 2023

    Is there any PC solution like this?

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    April 5, 2021

    first, reset the cc app:

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

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

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

    if that fails go ahead and uninstall/reinstall per the above link

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

    uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
    then uninstall the cc desktop app, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html
    clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
    check for, and if available, update your os
    repair all ms visual c++ versions that can be repaired.
    update your ms visual c++, if it can be updated
    restart your computer (don't skip this)
    reinstall the cc desktop app, https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
    if you're unable to install the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/uk/download-install/kb/creative-cloud-desktop-app-download.html
    use the desktop app to install your cc programs/trials

      B
      Bob TrlinAuthor
      Inspiring
      April 13, 2021

      Thanks, but I have been right through this a number of times without success.

      As I said before, LrC syncs beautifully.  Ps syncs partially but the CC app not at all.  I’m thinking the CC app is the problem.  I suspect LrC doesn’t need CC but Ps does.  Ps opens with limited off-line functionality but won’t read the libraries and other online stuff.

      The strange thing is that all the apps including CC see my account and show my account avatar.  The CC app opens with the message, “Getting storage information”.  It sits on that for about 1min 30sec then reports “File syncing error” and “Could not enable sync” and that’s where it stays.  I think if the CC syncing can be fixed, Ps will follow.

      FYI, I’ve uploaded the log file: AdobeLogs_20210412_113924_437-win.zip to the Adobe LogCollector Portal.

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      April 13, 2021

      using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

      click contact us (= cryptic icon in the lower right)

      in the chat field, type AGENT
      be patient, it can take quite a while to reach a human

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