Creative Cloud Files Disappearing on Local Drive

Report · Jul 23, 2023

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

Report · Aug 09, 2023

@Paul28555338zg1j

if you're looking for a solution, you should read the first answer to this thread, unless you are the admin of a teams or enterprise subscription.

Report · Aug 09, 2023

Enterprise account 👍🏻

Report · Aug 09, 2023

@Paul28555338zg1j

open the support tab on your admin console > start chat or start case or request expert session. https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

Report · Aug 11, 2023

Hi, I'm having the same problem. It started with a problem folder that whenever anyone made a change to the folder, it would cause all 3 of my coworkers to not be able to sync. So my Creative Director removed the folder and then everything went nuts. All the folders disappeared from our desktop and weren't visable through the desktop link. When you went to the web, they weren't visible there either except to the person who created them. I removed CC from my computer entirely then re-installed and they came back...temporarily. My CD recreated my art folder as a 2nd version and I was able to connect to that, but when she erased my original art folder (because I was now connected to ver 2) then the same thing happened again on both my laptop and my desktop. I still cannot get them to show up anywhere besides on the web, with the acception of folders I personally created and shared. Those seem to still show up. It's so frustrating. I've had to waste hours of time at work trying to figure out how to get my folders back with no luck.

Please help someone.

Nicole

Report · Aug 11, 2023

@defaultnnpo5ca7w6zv

are you discussing your adobe cc sync folder?

Report · Aug 24, 2023

OK, so let me update my latest interaction with Adobe agent.
2 agents remote controled my PC, and watch me repeat this process, and they all recognized it as a bug.
They have collected my log, and the owner of the folders log.

Lets see when will this bug fix.
Also, today there is another bug: when someone sending a invitation to share folders, cant receive any notifications, and cannot accept any files to work.

Below is the sad and disappointed story of the process of me reporting this bug:
I have reported this bug for about 1 month, and the report process was so frustrating.
The first time I reported, the agent remote control my PC, and told me that he had record everything. After 2 days when I come to ask when will the bug be fixed, I have to repeat all my question and details again to the new agent. Why is this happening? The agent told me he record everything! Also he told me I don't have to repeat it all again!

And then the next agent ask to remote control my PC AGAIN, so I spent 2 hours showing him the bug AGAIN, and of course they record everything. He told me he will call me back .

And then an agent called me, asking me to screenshot my recycle bin. I was so angry. I told him that you ADOBE can find the screenshots from the 2 recordings of the remote control of me showing the bug to your agents, I cannot give you another screenshot because it will take me another 4 hours to recover my files and folders back, and I cannot DO MY WORK.

What the hell is going on in ADOBE? The service process was just a mess.
Lets see when will this bug fix, ADOBE.

Report · Aug 25, 2023

Following here because the same issue is happening with all our computers at my work.

However, one strange thing happened. I tried to recreate the scenario on my personal Adobe Cloud account (which is also thru an enterprise account). Same thing happened, when I left a shared folder, all my folders on my local drive got trashed. They were still visible on the web cloud app. I tried syncing and pausing and loggin out and logging back in just to test, then I just left the account alone. It's now day 4 since my files got trashed, and this afternoon, all of a sudden, my folders all started syncing and they're back on my local drive.

Wondering if anyone had the same experience where their files are trashed and after a while it just started appearing again?

Report · Sep 04, 2023

Hi @shaunt93879734 @SabLiveABC @defaultszttbujhs931 @adds29195644

Sorry for the delay. Please check again and let us know if you're still experiencing the issue with Creative Cloud Files Disappearing on Local Drive.

Regards,

Tarun

Report · Sep 11, 2023

Hi Tarun,

I've just checked this morning and it seems to be fixed at this stage. I'll try again tomorrow and let you know if the issue has returned.

Does that mean the issue was an error with one of the creative cloud updates then?

Kind Regards,

Shaun