CC Sync Issue

Participant ,
Apr 05, 2021 Apr 05, 2021

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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?

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Cloud storage web assets , File sync

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correct answers 1 Correct answer

Participant , Apr 27, 2021 Apr 27, 2021

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.

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Community Expert ,
Apr 05, 2021 Apr 05, 2021

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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

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Participant ,
Apr 12, 2021 Apr 12, 2021

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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.

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Community Expert ,
Apr 13, 2021 Apr 13, 2021

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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)

kglad_0-1618325131106.png

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

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Participant ,
Apr 26, 2021 Apr 26, 2021

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The issue has been resolved.  Please close this thread.

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Community Expert ,
Apr 27, 2021 Apr 27, 2021

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

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Participant ,
Apr 27, 2021 Apr 27, 2021

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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.

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Community Expert ,
Apr 28, 2021 Apr 28, 2021

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thank you.

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Community Beginner ,
Oct 04, 2021 Oct 04, 2021

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LATEST

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!

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