Creative Cloud Files Disappearing on Local Drive

[shaunt93879734]

Hi there,

I've recently been experiencing an issue with the Adobe Creative Cloud Files failing to sync correctly to my local drive on my computer. I had multiple folders shared with me on my Creative Cloud account and they were synced correctly (to the location 'D:\Adobe Sync Folder') and up to date. Last week I left one of the shared folders because I was finished using the files and wanted to remove the files from my local drive. I did this by going to the online Creative Cloud Web and selecting 'Leave' from the '3 dots' next to the folder, then resuming my file syncing for the Sync Folder to update. This is how i've done it for years and have had no issues. After this sync I noticed that all of my folders had been removed from the sync location on my local drive. I tried multiple quick fixes like pausing and resuming the sync, closing all programs, restarting the computer but nothing seemed to work. I thought this was just a random glitch so I left the issue over the weekend, and hoped it would fix itself.

I logged-in this morning and resumed the syncing process. For some reason the syncing process started updating correctly and re-downloaded all the files back onto my local drive. This was all working fine for most of the day, until I decided to leave another shared folder and all files were removed again.

So this time I thought I would ask the clever people on here if there is a fix or if anyone else is experiencing the same issue.

As you can see in the attached screenshot;

• The top left window shows that on my online version 'Creative Cloud Web' there are multiple folders shared with me.
• Right hand window shows my empty Creative Cloud folder on my local drive of my computer.
• And the bottom left window shows that my Cleative Cloud sync is resumed and states that it is up to date.

I've tried, restarting my comp multiple times, updating my computer, ending all Adobe tasks in task manager and restarting, but nothing seems to work.

Any advice or help would be appreciated.

Thanks,

Shaun

[default6a9y05lvobfo]

I'm having the same problem, 

I hope someone answears you...

Thanks

laura

[Neelamk]

Hi @shaunt93879734  and @default6a9y05lvobfo 

We are sorry for your difficulties. To recover files that are missing, I would recommend you contact our support team through 
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.

I hope this helps, and let me know how it goes.

Thank you,

Neelam

[shaunt93879734]

I got in contact with Adobe Customer Service and spoke to about 4 different reps for around 3 hours and no solution was found. We got to a point where they wanted to get in contact with the user who shared the files with me as they thought the issue could be to do with the process in which he shared the files. My colluegue who shared the files with me was not available, so we could not investigate this any futher. I told the customer service rep multiple times that the way my colluegue shared the files with me, and the way I leave the shared folder was the exact same process that we have used for years and have never had this issue. I told them that I think it could be to do with an issue with an Adobe CC update because it is the first time this has ever happened and there are other users on this community post that are experiencing the same issue, but they wouldn't except that and never looked into the issue any further. So, not a great outcome...

[JPSAdd]

Hi

We are having the same problem.
It seems that Leaving or Removing a Share is the cause for this problem.

Regards

[JPSAdd]

Hi
Is this problem solved or at least anyone has any idea about the causes?
Is it a Syncronizer bug? Other problem?
Thanks
Regards

[johnnysWalla!]

I have the same problem!

can't even download them to my desktop

so i need to open the file itself through photoshop or other and save from there

[Tarun Saini]

Hi @shaunt93879734, @johnnysWalla!, @JPSAdd,

We're sorry to hear about your difficulties. Could you please share the logs from your machine by using the Adobe log collector tool? Here is the link:- https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Please share the file with us by uploading it to a cloud storage service & sharing a link with us to download the file. We can share the info with the product team so that they can investigate the issue further.

Regards,

Tarun

[shaunt93879734]

Hi Tarun,

Please find my .zxp log file in the link below:

https://we.tl/t-vE6y6fRtxZ

Kind Regards,

Shaun

[Tarun Saini]

Hi @shaunt93879734,

Thanks for sharing the logs. I have shared them with our engineering team. I will keep you posted once I hear anything from them.

Regards,

Tarun

[shaunt93879734]

Just letting you know Adobe, that this issue is still contining to happen.

Randomly after a few days of log-in's, my files sync up correctly again, but upon leaving a shared folder, the issue repeatedly occurs.

I decided to screen record this time so that Adobe can see the exact issue. This also includes a bit of a work-around that I found to prevent having to wait multiple days for the sync to fix itself and then having to redownload all files.

Video attached shows 4 windows; top left is web version of Synced Cloud Files, Top right is the desktop CC client, bottom left is my local downloaded shared files, and bottom right is my recycle bin.

As you can see, as soon as I leave 1 shared folder via the web creative cloud, all files from my local CC folder are moved to the recycle bin. The work-around I found is to select all the folders in the recycle bin (not including the folder that I just left) and then restoring them. The sync status will update and then say they are up to date again.

Hope this helps others.

Shaun

[defaultszttbujhs931]

Hi, I have been reporting this bug to Adobe too, I am facing the same problem also.
Through so many times of communicating, they told me to use Creative Cloud Cleaner and reinstall Creative Cloud.
Do you try this solution? Does it work?
Thank you.

[kglad]

@defaultszttbujhs931 

if you're going to use the cleaner, it would be more thorough to

uninstall the cc desktop app, 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.

[defaultszttbujhs931]

It is too difficult to do all this things due to I have so many files, it will take so long, and if do not work, all those files have to restore back also taking so long. 

Its such a big waste of time, wondering if Adobe team can fix this bug with an update.

[kglad]

because file syncing via the sync folder is ending, i wouldn't expect much effort.

[adds29195644]

Hi
It seems that FileSync is not ending for Teams or Enterprises.

[kglad]

@adds29195644 

the local adobe cc sync folder is ending for enterprise & teams, https://helpx.adobe.com/enterprise/kb/eol-cc-synced-files-for-business-plans.html

[adds29195644]

Hi kglad

Thanks for your message.
But on Jul 28, 2023 I have another link with different info: https://helpx.adobe.com/creative-cloud/kb/eol-creative-cloud-synced-files.html

[kglad]

@adds29195644 

you're confused. (but then a lot of what adobe does is confusing, so don't feel badly.)

for enterprise and teams, https://helpx.adobe.com/enterprise/kb/eol-cc-synced-files-for-business-plans.html

for individual subscribers, https://helpx.adobe.com/creative-cloud/kb/eol-creative-cloud-synced-files.html

[adds29195644]

Hi

You are right. You even are right about "a lot of what Adobe does is very confusing)

"Starting October 1, 2024, we will begin discontinuation of the Creative Cloud desktop synchronization service and the folder and file sharing capabilities of synced files for businesses under Creative Cloud for teams and Creative Cloud for enterprise plans. Files in your users’ Creative Cloud Files folder will no longer be copied to cloud storage. Additionally, files and folders shared from Synced files will no longer be accessible by others inside your organization or externally. We will also begin to remove the Synced files section on the Creative Cloud website and permanently delete the assets within the cloud storage folder Synced files."

[shaunt93879734]

I agree 'defaultszttbujhs931', I was told to follow a similar process to see if this corrected the issue, but it is too time consuming to complete this and my work would not appreciate me spending hours trying to fix an issue and not actually doing work for the company. Also, the fact that this issue is happening to multiple users, Adobe surely can't expect everyone to follow a 20 step process to fix it.

As 'kglad' mentioned, I believe the sync folder feature will be ending in Feb next year so I doubt there will be much help in fixing this one unfortunately.

[adds29195644]

Hi

This is exactly what is hapenning to all our users.
We use MacOS.

Today, 08/24/2023, the problems are still not solved.
When a "owner" removes User A from a share or User A leaves a Share, all folders (on User A) Sync Folder, are moved to the BIN.
It is incomprehensible that after almost a month, these problems are still not resolved. In fact, Adobe cares very little about its Customers.

[Paul28555338zg1j]

We're also experiencing this issue across a team of a dozen designers. It's definately a bug and nothing to do with user actions. Adobe appear to have made a right mess of this...

[kglad]

pure speculation: maybe some of the servers are failing causing problems for some users while the rest of us see no problem.

[Paul28555338zg1j]

Phew... if it's only a failing server affecting a cloud based subscription service - that's ok then 😃