Inspiring

Question

Cloud storage file syncing waiting for connection

Forum|Forum|2 years ago
April 22, 2023
7 replies
14434 views

As of yesterday my file syncing has been spinning for hours and then saying waiting for connection. It is happening on both my PC and laptop. Since it says it's waiting for connection after trying to sync I'm assuming the servers are under maintenance or something else. Anyone have an idea? If it helps at all normally I have little check marks next to all of my creative cloud folders but there is nothing showing now. I can still see all of my assets when I view from web, but nothing I change on either computer is uploading to the cloud.

This topic has been closed for replies.

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Digital HalftonesAuthor

Inspiring

Just another update. This morning I got a new error saying "File Syncing Error. Some files failed to sync". It points you to a link that suggests it can occur for several reasons but one being you went over your maximum limit. I have 30 gigs of free space so it's not that. I did see some duplicate conflicts in the folder after the last re-sync I did after April 26th, so I corrected those.

Second option says this will occur and retry attempts will keep failing if there was a service outage that logs you out unexpectedly and to try signing out and signing back in. I did that and the same "waiting for connection" after 15 mins of syncing happened again. This is the same issue that took place on April 18-19th and was fixed on April 26th and then resumed again on May 4th after a creative cloud desktop app update.

Tarun Saini

Community Manager

Hi @Digital Halftones,

We're sorry to hear this, and thanks for trying the steps mentioned in the article. Have you tried the steps mentioned in this article: https://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html.

If that doesn't help, I'd recommend reaching out to and working with our support directly as a next step. They can be reached here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

Regards,

Tarun

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Digital HalftonesAuthor

Inspiring

@Tarun Saini Yes all of those steps were taking by a support tech when logged into my PC remotely. Nothing changed on my system made a difference. It's something on Adobe's side that keeps having issues and then resolves itself but no one here has been able to pinpoint what it is. The best I could figure out is it looks like it times out when trying to complete the scan of the files to sync as the "waiting for connection" would pop up at approximately 15 mins each time and then try again. The new thing this last week is it would say some files could not be synced and would point to a possible issue with it losing connection to the servers, but then the next sync would say "waiting for connection" again. As of today I am fully syncing again, so it's working but nothing has changed on my system.

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Digital HalftonesAuthor

Inspiring

Here are two trace routes I ran to adobe.com and assets.adobe.com and I'm getting request time outs on both.

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Digital HalftonesAuthor

Inspiring

Here is another one using tracetcp to see if it was udp connections being blocked.

kglad

Community Expert

hey, i'm in blaine washington.

(but that's doesn't mean we share adobe servers so it's hard to conclude anything.)

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caitlyn0073

Participating Frequently

Hi, I am having the same exact issue which started almost at the same time (about April 19th or 20th). My cloud isn't syncing at all and I'm completely unable to open any offline cloud files. I've done every troubleshooting task I can think of and tried everything I've found on the forums. I've been in contact with adobe support as well, was on the phone for 4 hours today and sounds like they did the same procedures to my computer as they did with yours. Nothing worked. Supposed to hear back from someone else within a couple days. Super interested to hear if you find a fix, I'll update if I do as well.

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Digital HalftonesAuthor

Inspiring

I'm like 90% sure this issue is not caused by anything on our end, but has something to do with the latest creative cloud update. If you check the forums this issue arises and then a few days/weeks later it fixes itself on it's own as no one mentions a fix for it.

Right now all we can do is call support to get it on their radar so it can slowly move it up the chain to someone that can actually address the issue happening on their side. I've wasted over 8 hours on this already and all support has done is completely nuked my adobe setup (thanks last support guy who did it before saving any of my settings/custom scripts/actions without telling me) and then admit it stills not working and that they will talk to a superior and call back in 24 hours.

At this point I don't want them to touch anything on my end anymore. This is something they need to check the logs in and confirm where it's hanging on the sync to see why the servers are not responding. I 100% no for sure the cloud sync is not communicating. I am seeing active time outs after my connection reaches Adobe Systems in Seattle. That would suggest it's going to Adobe's servers and then failing to reach the final destination. That would explain why it spins for 15 mins and then says waiting for connection as the cloud server that is storing the cloud data is not being reached.

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Digital HalftonesAuthor

Inspiring

Kind of a promising update but a terrible way to start it: So my cloud is not syncing again. I tried all of the troubleshooting steps, including all of the new steps I was just given on Monday and they obviously did not work. So, I reached out again to support and they said that this is now a documented issue and is getting repaired in the next update. They didn't know the exact date but they said soon. They said this should fix the issue for good.

Even still, they said a lead technician would reach out to me to get more data and try to troubleshoot more so it looks like I have yet another phone call in my future. If they do reach out before the update and fix anything, I'll of course update here again. Same issue 3 times in one month and almost a month lost of work has definitely made me a bit frustrated but it sounds like good news. I'm hoping this is finally the end of this issue!

Mine was sync'd as of this morning but I just added a few more files and it stopped working about half way through uploading them. It looks like something crashed as my all my folders flashed and then the icons changed and then I got a notice that some files could not be sync'd. Let's hope this update doesn't take too long.

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Digital HalftonesAuthor

Inspiring

Update: Was on the phone with Adobe support for 2 hours. They tried adobe cleaner, uninstalling and reinstalling adobe creative desktop and sync, deleting all cloud files manually, changing to a different network, removing all firewalls in windows and on router on both PC and laptop and nothing worked. Only thing that was able to sync was libraries. No files will sync to the cloud. It just shows a spinning blue wheel for 15 mins and then says waiting for connection and then tries again in a few minutes. No new .db files have been created in the roaming core sync folder since being deleted, so it still looks like it's not even trying to create a new database file. I've tried changing the creative cloud folder location to a blank folder and nothing has been added. I'm just not sure what else to do at this point but I have 10s of thousands of hours in creative cloud assets that clients need to be updated and have access too and I can't do anything. The support guy was helpful but said he hadn't seen it act like this before so he wasn't sure and is going to escalate it up the chain for more ideas. I am supposed to get a call in 24 hours to see if there was any change.

If anyone has any ideas to try please present them. I am desperate for a solution at this point.

kglad

Community Expert

@Digital Halftones

if all else fails, the nuclear option is to backup your data, reformat your hard drive, reinstall your os update your os, restore your date and install the cc desktop app and then adobe apps.

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Digital HalftonesAuthor

Inspiring

I thought about that but here's the thing. The issue started happening on my PC April 18th-20th. Nothing was updated on the cloud during that time but I did receive an adobe creative cloud update recently. I was thinking that a fresh OS install might be worth a try but then I booted up my laptop, which I haven't used since April 1st, to check and the first thing it did was update creative cloud and now that one won't sync either. So if it was related to something on the computer that a fresh install of an OS would fix than the laptop wouldn't have the same problem.

Both systems say they are syncing but it's like the connection is not being established to sync the files (ie download or upload the changes). On my PC the folder is showing as empty (after support did a clean install) and I'm still getting the waiting for connection after 15 mins of trying.

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Digital HalftonesAuthor

Inspiring

I went through my cloud files and the last file update was on 4/18/23. Since then syncing has not been working from my PC or laptop. I recently saw that Adobe Creative Cloud desktop app was updated. Could that be the issue? Again it's an issue happening on both systems that happened at the same time.

I tried deleting the .db files to rebuild the core sync to see if it might be a courruption. I did a full restart after deleting the files but after restarting and lauching adobe creative cloud it does not make new .db files like usual. I'm not sure why as I have done this before and it made new ones to replace the deleted ones.

Also I noticed that when I first open files that pull assets from cloud linked images that some of them, but not all are no longer showing the image. The link data is still intact and it still calls out the appropriate linked image but it's not showing. This appears to be an issue on the server side accessing the cloud data, but only for some images. Maybe that is why it can't sync and keeps saying waiting for connection as some servers are not connecting or working probably that hold that cloud data?

I did a manual upload via the web browser to the cloud. The upload is working but it's extremely slow compared to normal. I have a 30 meg upload and it usually takes about 1 min to upload a 30 meg file, but it's been about 10 mins and is only 25% done. I have confirmed my internet speed is working as it should. See included image. I should note the images I uploaded to the cloud manually are not being synced to either system or recognizing that there was a change to my cloud.

kglad

Community Expert

contact adobe support. there are 3 ways to contact adobe; chat, phone and twitter:

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.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

kglad

Community Expert

@Digital Halftones

is this occurring on a mobile computer that was moved since it last worked?

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Digital HalftonesAuthor

Inspiring

It is occuring on both my PC and Laptop. Both worked prior to yesterday. They have not been moved since that time. Both are currently on the same network.

kglad

Community Expert

are you aware of what changed onyour network?

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Digital HalftonesAuthor

Inspiring

I attached a screen shot of what I'm seeing after about 15 mins of restarting the PC and adobe creative cloud launching.

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