cloud storage location

[martoons]

Hi,

I am trying to understand why i got analert saying my stoarge has run out.

the 'sync' folder on my computer only has abut 51GB listed and when i log onto the cloud through the app i only see some loose file. I don't see the documents in my 'sync' folder. what elese is stored in the free cloud account and where can it be accessd?

I hope that's clear. Thank you.

G

[kglad]

to clear or check all files stored on adobe's servers, use a web browser to navigate to the following locations. at each location there are several folders to check.:

https://assets.adobe.com

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

if you delete anything from any of these locations, check for a deleted folder where your file(s) was (were) moved. if you want to clear space you must delete files in the deleted folder.

[martoons]

Thank you for the information, however it still doesn't add up.

i don't have anywhere the max amount of storage used. are applications counted toward cloud size?

[kglad]

no, only files in the folders at those 4 urls.  you must check, especially if you have/had any mobile adobe apps.

[martoons]

then there is a problem with my account. aren't i supposed to get 100GB of free storage?

[kglad]

i don't know your plan. ie, i'm not privy to your account information.

again, did you check those 4 locations?

[martoons]

thank you. yes. i checked them. there are some documents but not the files in my 'sync' folder and nothing adds up to anywhere near 100GB. seems like another weird adobe issue.

[kglad · Accepted solution]

contact adobe support. there are 2 ways to contact adobe; chat 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.

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-com...

[martoons]

ah, thank you. i thought THIS was how i contacted adobe.

[kglad]

no, these are help forums and we are able to solve most problems, but once it requires looking into your personal account, that requires adobe support.  they can check what plan you actually have (as opposed to what you're paying for) and check your files etc.

if you have time, keep this thread updated after contacting them.

[martoons]

will do. thanks again.

[kglad]

sure.