Participant

Question

Creative Cloud Files Missing

Forum|Forum|9 years ago
January 23, 2017
4 replies
11208 views

Hi,

I have been using the Creative Cloud flawlessly for months now. I used the Creative Cloud folder on my computer for saving all of my documents (so they would sync to the cloud and I would always have them). Whenever I saved I made sure they had the green check mark next to them meaning they synced with the cloud. However, a few days ago my CC folder on my computer vanished, and it wasn't until recently when I realized I just needed to sign back in did it return. When I went into the folder, all of my previous files were GONE! I checked my files online, and none of them appear online. ARE MY FILES GONE???

I had saved many files on that folder that are of the highest importance. Are they gone forever? If so will be VERY disappointed. Just to clarify once again, when I saved the files they all had the checkmark that indicated they were synced with the cloud.

File sync

This topic has been closed for replies.

A

amyc74631462

Participant

I know that it's been two years, but I just read this post because the same exact thing happened to me today. My missing files also weren't in the archive folder. Did you ever find your files? If so, would you please help me? Like you, my CC folder on my mac's taskbar disappeared today before all of this happened later in the day. Also like you, these files are super-important! Any help you could offer would be greatly appreciated!

H

helloashleyturner

Participant

This same thig happened to me this week as well. Did you find your files yet? I'm hoping they will somehow magically reappear...

K

Kricket_

Participant

I found my missing files in my Recycling Bin on my computer. A majority of my Captivate files and associated documents. No explaination as to why or how. I was in a meeting when this happened, according to the timestamp in the Recycling Bin. All folders and docs had the green checkmark. My Premeire files seem to be fine. This is crazy!

K

KumonKreativeMonroe

Participant

Hello David,

have you figured out what happened with my files?

It would be good to know so I don't trigger that happening again.

Ever since then, I have been experiencing issues. I used to be able to send folder links to people by toggling the "Private" switch over to "Public", copying the link and sending it in an email. Now, some folders won't give me the "Public" option and won't provide me with a link.

David__B

Adobe Employee

Hi Tammy,

Engineering was having difficulties accessing the log files you shared in order to investigate. Could you try uploading them and sharing a link again? Also would it be possible to collect and share the log files from your co-workers computer too?

Are you still having issues with the public/private switch? I know there was an incident with the assets service last week, and wondered if that might have been related?

R

rebeccag80794609

Participant

Hi David, I am having the exact same issue as Tammy. I managed to find that all of my files are accessible online in the Lightroom cloud, but the photo sync to my desktop is frozen. (It's stuck at 49.54% of 1.01 TB.) I see no easy way to export my photo library back to my computer. This issue has taken weeks and been really worrying. I'm sure you understand the gravity of the issue.

Furthermore, I'm unable to add photos to Lightroom. I tried uninstalling and reinstalling, and I get an infinite spinning circle in the background. When I click "Add photos" and select an image, I get "Error while checking disk space".

Here's my log file: AdobeLogs_20190129_222626_3B455027-D719-441E-8146-14E4AEDEB57C-mac.zip

Let me know anything you may need to help troubleshoot the issue. Photography is my profession, and it's affecting my ability to deliver to my clients.

Thank you,

Becca

David__B

Adobe Employee

Hi Sundquist25,

Sorry to hear this happened. A couple questions and general suggestions.

You might check to see if they ended up in the Archive somehow, I've heard of that happening sometimes. Please check it this web address while signed in with your Adobe ID: Adobe Creative Cloud

If they are there, you can restore them and they should get re-synced to your computer

A couple of related questions

Was it all over your files, or only certain ones?
Were any of the files which disappeared one's which were shared with others using the collaboration feature?
Was there any other changes or anything potentially related that you can think of that happened right around the same time that this occurred? (Examples: installed an update, had to sign in with your Adobe ID again, deleted files from the Creative Cloud files folder)

In other cases where something like this happened we are often able to get files back. I can't guarantee it yet, but I'll help however I can.

- Dave

S

sundquismk25Author

Participant

Unfortunately none of the files are showing up in the Archive. All of the files were lost. They were originally located in the "Creative Cloud" folder in the finder of my mac. (It is located where all of the other categories are for "documents", "Air drop", "transfer", ect.) All of the documents had the check meaning they had synced with the cloud next to them. As far as I know, there were no other changes/ problems with my mac around this time.