Creative Cloud desktop app not showing my files

[1111-Designs]

I have Creative Cloud and many CC apps on my Macbook Pro. The apps all work, and even the CC desktop app shows my librariess. However, it will not show my files. I am unable to access my CC online files through the CC app. The only error I receive is a notice stating, "Something went wrong. Please restart the app and try again." I've tried restarting the app, restarting my computer, uninstalling and reinstalling the app, and still it will not show my files. I am at a loss and this is a horrible way to work. My files are inaccessible.

Also, how in the hell does one contact Adobe chat? The website takes you in circles but never offers the option to actually speak with someone. I've never experienced this poor customer service before. 

[1111-Designs]

I should also note that under Cloud Storage, where it shows you how much storage you have left, it shows as blank with no info. 

[Jeffrey_A_Wright]

1111-Designs I am sorry you cannot view your files or contact our support team. I reviewed your account, and you are not getting very far in contacting us as there are no records of you having done so, 1111-Designs.  This leads me to believe the computer is encountering problems contacting our servers; this is why you are unable to see your synced files and are being actively blocked from contacting us.

Please see https://helpx.adobe.com/download-install/kb/common-network-connectivity-issues.html for steps you can take to correct most connection errors.  Would you please update this public forum discussion if you have any questions, 1111-Designs?

[1111-Designs]

No, it's still not working despite trying everything. Any help is greatly appreciated. I'm without access to my cloud files. 🙁

[MG67]

I am having exactly the same problems i.e. my files are not showing and instead I see "something went wrong". And similarly the Cloud icon won't show me how much storage I am using. It just says "getting storage information". I tried restarting, repairing, uninstalling, re-installing but nothing works.

1111-Designs, did you manage to fix the issue?

Can someone please help?

[adrienone]

I have exactly the same problem! And from the Adobe technical support chat they couldn't help me.

I think the problem is that Creative Cloud now separates '' Documents in the cloud '' from '' Synced files ''. And this is still not well updated in the desktop application.

PLEASE HELP!

[1111-Designs]

No fix yet. Sorry.

[Jeffrey_A_Wright]

111_Designs, I still don't see any active support case under the account you are using to post to this public discussion forum.  Please contact our support team at https://helpx.adobe.com/contact.html?rghtup=autoOpen so that assistance can be provided to resolve your error.  If the chat window fails to open, or is non-responsive, then you will need to use a different device, and maybe a different network, to begin the interaction.

Adienone, you can use the process in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you need to make any updates to your active support case ADB-22667957-X9V7.

[1111-Designs · Accepted solution]

The issue is now resolved. The creative cloud representative took onttrol of my Mac and made a change to the advanced networking on the Mac and then installed the Creative Cloud Cleaner Tool (https://helpx.adobe.com/uk/creative-cloud/kb/cc-cleaner-tool-installation-problems.html), and ran a few processses. Voila! It's magically fixe dthe syncing issue and I have no real idea why it wasn't working other than the clues I gave you above. Hope you can get through to support for them to fix it for you. I still think it would be better to list out instructions on how to fix this issue as it seems to be common to M1 Macs.

[adrienone]

Thank you very much for the information

I am talking to the specialized technical service and they are going to give me an appointment for a remote connection as happened to you. I hope they solve it for me.

Thanks again!

[1111-Designs]

The fix was having support take control of my Mac and make system chnages and clean files. See my answer below.

[sharont74323059]

What were the changes that were made? I know you are saying it is resolved, but I am not seeing the steps he took to resolve this issue and I am having a very similar issue.

[kglad]

@sharont74323059, to fix your syncing problem, 

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 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

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, again using the correct uninstaller, 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

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://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use 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

[sharont74323059]

I have tried all those suggestions, thank you. I'm on my 3rd completely clean reinstall of creative cloud.. and it still does not show me everything I am seeing when I look at the account via the browser.

Something is not connecting in the actual application. I am on a Macintosh - and I am on the most recent version that our IT department is allowing us to be on.

[kglad]

are you able to connect to adobe's subscription servers?

[sharont74323059]

Yes, and I've been very careful to make sure I'm in the correct account as well. (we had a move and that was an issue with other files)

[kglad]

use a browser that allows popups and cookies and contact adobe support by clicking 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

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.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...

[sharont74323059]

Note: I did go to the link you posted, however I do NOT have the files they are saying to backup and I have admin access, plus can see the Library > Application Support > Adobe files. There is just NO CoreSync file to make sure I have a copy of.
So, I am not sure that this has been updated since I am now on 12.6 and the article is for after 10.7 - it feels like there are a few missed steps or a file change not documented.

Thanks

[Daydream300097220omq]

Hello, I am encountering a quite similar issue to this. The only difference is that my desktop app has only managed to sync one file while the rest are not available. If I click on the cloud icon logo, it shows the "Libraries sync error" message, and underneath the message it says that the cloud services are blocked, and I need to check my firewall settings. However, I don't think that's the case seeing that I am able to open all my apps just fine, and my firewall settings have not yet actively blocked or removed anything. I have tried contacting the customer support but only getting redirected to here. I don't know what to do. Please, help!!

[Daydream300097220omq]

I forgot to add that all my files are available on the creative cloud browser. I am only encountering the issue on the desktop app.

[kglad]

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.