Creative Cloud file folders missing

[Jonathan Lutjens]

I have years of files and folders that I keep in my Creative Cloud storage. I cannot see any of them, on my desktop or in my browser. CC shows that i'm using 63GB of my storage, but my folders and files are nowhere to be seen.

On a PC running the latest version of CC. This has never happened to me before.

   

Any info on this problem?

[kglad]

use your web browser to check these locations:

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.

[Jonathan Lutjens]

I haven't deleted anything. I think the problem may be that I sync files to my cloud location from 2 different PCs. I can see my files now via my 2nd PC, but CC is telling me that I'm out of storage. This doesn't make sense since I just had 63GB of files and now it reads as the full limit of 100GB.

[kglad]

did you check all the folders at the 4 locations specified in my previous message?

[Nancy OShea]

Creative Cloud is synced from your computer's Creative Cloud Files folder.

Use your operating system's file manager (Win File Explorer or Mac Finder) to locate that folder on your computer's hard drive.

If you don't maintain original files on your computer system then Creative Cloud storage won't have them either. 

All users should have a reliable file backup & recovery service in case there's a catastrophic failure.  Creative Cloud is not a file backup & recovery service.   Backblaze for $7/month is.

[Jonathan Lutjens]

My CC folder is in the same place on my desktop. All of the folders in it are gone (this is on my 2nd work PC).

Also, Creative Cloud is showing that I've used 100GB of storage. This is not correct. My CC folder on my desktop is only 60GB. I'd like to get this sorted out so that in addition to my backups, I can continue to keep additional project files on my CC web storage.

[kglad]

again, did you check the 4 websites?

[Jonathan Lutjens]

I did.

The issue I'm having is more involved than just not seeing files.

All of my files/folders are gone from my CC folder on 1 PC. On that same
PC, nothing shows up in my CC web folder (looking for online documents)
even though it says I'm using 63GB of storage.

On my other PC, my files are present and they also show up in my CC web
folder. However, on this PC, CC says I'm using all of my storage even
though the folder is identical to the one on my other PC (63GB).

[Email signature removed by moderator as per support community guidelines.]

[kglad]

are the files absent from the 4 sites including deleted folders.

p.s. do not reply by email or remove your signature before sending.

[Nancy OShea]

Sounds like your machines are not synced properly.

Please read this help article:

https://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html

[Jonathan Lutjens]

Ok, I'll take a look.

[Email signature removed by moderator.]

[Jonathan Lutjens]

There's no direction in that article for an incorrect storage size error message. My CC file folder is now 59GB and Adobe is still saying that I'm using 100GB. When I open the web folder, there are no additional files. I've looked in all 4 of the sites and there are no additional files there.  I'm not sure how I can get Adobe to view the correct size of my current files.

[kglad]

@Jonathan Lutjens 

did you check the 4 online sites?

[Jonathan Lutjens]

Yes, I checked them multiple times. Nothing in Lightroom (I deleted the library anyway)

nothing in Cloud Documents

Synced files shows all of my file folders correctly

31MB of files in my Acrobat site

I have no idea what Spark is. There are no files that I can see on that site.

[Jonathan Lutjens]

I"ve logged out multiple times, restarted, paused syncing. Still shows I'm using 100GB of storage even though my CC files folder is 59GB.

[kglad]

and you checked the deleted folders? all content there counts.

[Jonathan Lutjens]

That was it. Somehow when I moved my CC folder, all of the folders wound up deleted online and then re-synced.

I've permanently deleted the duplicates.

Thank you!

[kglad]

you're welcome.