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sofiam91474411
Participant
April 7, 2015
Answered

Creative Cloud keeps moving all of my files into the trash can

  • April 7, 2015
  • 23 replies
  • 17539 views

Entire folders and files disappear from my Creative Cloud folder and they get moved to the trash can. Is there a reason this keeps happening? How can I prevent this from happening in the future?

    This topic has been closed for replies.
    Correct answer cvanalmelo

    Well- good news/bad news update. Good new is that the MAC I first reported on sync issue is fine after the support changed my permissions. But now, I am trying to sync on a Windows machine, and getting the deleting again. I guess I will report to support again and see what to do on Windows.. will keep you posted.

    Adobe tech support- I hope you document the issue somewhere to help users?

    23 replies

    Show previous replies
    clemo GROARR
    clemo GROARR
    Participant
    May 5, 2015

    Same situation here in Germany. I try to explain it as clearly as possible even though that might be hard because the problem is pretty weird:

    setup:

    I am working at home office, collaborating with an agency and freelancers via CC. iMac OS X 10.10.3, MacBook Pro OS X 10.7.5 (same issues on both machines).

    situation:

    I was working as normal with CC on last Friday, set the computer to sleep mode and on Monday morning 10 GB from 18 GB of cloud data were missing on my machine as well on the CC-website – from my point of view. To my colleagues in the agency everything on their computers and CC-websites looks alright. The files got moved to my trash. I can´t recognize a pattern what got moved. On my harddrive folder level 1 and 2 look ok, folder levels 3 and more have a lot of empty folders, files and subfolders missing. Some of these got moved to the trash still within their folder structure, some folder structures got taken apart.

    CC shows the green check-hook and says "Dateien aktuell" ("All data up to date"). The files and folders were shared with several people, no one moved or deleted them.

    I cannot sent log files because within Mac Hard Drive/Users/<username>/Library/Application Support/Adobe lies no "CloudSync" folder.

    what it´s not:

    - It is not the bug from the last CC update that created a second "Creative Cloud Files" folder. I had that, too. Got solved by deleting the older one.

    - No one deleted the files.

    - I do have the rights to access the files and folders, I set up some of them myself.

    This is indeed very frustrating and discouraging, costing a lot of time and money.

    Is there a quick solution like deleting the cloud/cloud files and resynchronizing everything for now? CC does not let me uninstall and reinstall it, for other applications need it.

    clemo GROARR
    clemo GROARR
    Participant
    May 5, 2015

    Note:

    My colleagues now have the same problem.

    wharress
    wharress
    Participating Frequently
    May 7, 2015

    Hi,

    While we are still investigating this issue, we would suggest you re start the Creative Cloud and the CoreSync process. This can be done manually in Activity monitor on Mac or Task Manager on Windows. A system reboot would also do the same thing.

    We hope by doing this, your data that was trashed locally will then be re synced from Creative Cloud and return your sync to a normal state.

    Thanks

    Warner

    M
    majmanCC
    Participating Frequently
    April 23, 2015

    My entire team is experiencing a similar if not the same issue.

    Many files are inexplicably in the trash, and not just on one person's machine.

    Looking at the log files for today, i see a number of these lines:

    20150423-124819.981: UglyHackToWorkAroundSharedCloudBug3649658: using for path /files/...


    And then:

    20150423-124820.027: Converted 2352 entries...

    Also a ton of:

    20150423-124820.099: Server Monitor Change: t=MovedFrom path=/files/...

    20150423-124820.099: Server Monitor Change: t=MovedTo path=/archive/...

    Note:

    This has all happened after the previous "Creative Cloud Files (unknown)" debacle from two weeks ago. Currently on 2.0.0.74

    wharress
    wharress
    Participating Frequently
    April 24, 2015

    Hi,

    We currently have engineers looking into this issue.

    Thanks

    Warner

      S
      Soshalite Seb
      Participating Frequently
      April 28, 2015

      Same situation here. What should we do. This is very frustrating. I have over 90 GB of files, most were moved to the trash - will new files in CC folder be overwritten? Should I avoid using the CC folder? This is unacceptable and a waste of time (i.e. 90 GB sync is costing us time and money).

      There appears to be another issue as well. My storage is said to be full in the CC desktop app, even though I should have 10GB free. My Archive folder is nearly empty. It looks like there are invisible files somewhere in the cloud storage....


      Restoring files from the Archive is not working either (I get the "Working, please wait a moment" message, yet nothing happens).

      M
      myklg75552895
      Participant
      April 8, 2015

      I am having the same issue. All files are ending up in the trash. It has happened maybe 3 times in the last 4 months or so.

      wharress
      wharress
      Participating Frequently
      April 9, 2015

      Hi.

      Creative Cloud will only move items to trash is they are either deleted on another computer or device or if you delete them from the Creative Cloud website. Can you confirm that your not doing either of these things?, Can you also describe in more detail exactly what your seeing?

      Thanks

      Warner

      wharress
      wharress
      Participating Frequently
      April 13, 2015

      I have the exact same problem as myklg75552895. I do collaborate on these folders and I doubled check with everyone that no one has deleted anything and they haven't it normally happens after a full day of work and when we come back in the office in the morning and start the syncing the folders begin to disappear into the trash can except for the most recent work. Here's a screenshot of how the files look in the trash can:

      I tried locating the log folder you mentioned but I can't seem to locate it. I attached a photo of the folder structure.

      ps. as I was trying to locate the log folder I realized there is a strange duplicate of my creative cloud folder inside my /Users folder with a parenthesis that says (unknown)


      Hi,

      We have an internal bug open for this issue now and we are investigating. The bug number is 3968922. We hope to get back to you shortly with some more information.

      Thanks

      Warner

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