Participant

Answered

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

Forum|Forum|10 years ago
April 7, 2015
23 replies
17483 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?

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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?

Show previous replies

M

marisquinho

Participant

Hi there,

I'm experiencing same issue, as colleagues above. wharress I would really appreciate if someone from staff could investigate this.

I'm sharing workspace with my coworker via Creative Cloud. I noticed that on each morning login to CC, some shared folders are being moved to the trash - owner of those folders is my mentioned coworker, all my folders are staying untouched. On the other hand, my coworker is experiencing same issue, but CC is deleting all folders which I shared with him. After few hours, when we're both logged into same network, files are being synced back automatically (downloading from the cloud). We're experiencing this for last few days, each time when I try to manually put back removed folders into CC folder, I'm getting notifications about upload conflict.

I've checked CC via browser, and independently to the situation on our devices, all folders in browser are visible and nothing happens with them. Moved to the thrash folders on our devices are not showing in Archive.

I'm working on OSx El Capitan 10.11.6, and he's working on Windows 7 Home Premium.

Looking forward to hear about any solution.

D

Dave Marlow UK

Inspiring

Same issue here with my team.

Folders keep getting put into trash.

Using OSX 10.12

Anyone have a fix?

Ken G. Rice

Community Manager

To help figure out why files are disappearing please use the Adobe Log Collector Tool at https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and directly email the logs plus an explanation of your problem to SyncForum-Communication@adobe.com. Provide the additional information outlined by Warner Harress in this Adobe forum post at https://forums.adobe.com/message/8385752#8385752.

C

cvanalmelo

Participating Frequently

Hello All. I have some promising news. My tech support guy changed permission of my cc folders to "admin" and I was able to successfully sync 1600+ files over 4 days. More importantly- with NO files deleted. I will watch this carefully and keep you posted.

C

cvanalmeloCorrect answer

Participating Frequently

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?

H

hindh46575073

Participant

Well... after calling the CC support team in the UK around month ago, staying on the line for more then 45 min explaining this matter and how all our companies files on the creative cloud are mixed up and trashed in the ben.... they treaded the case as if it is something new! and as if this is an issue they just heard about!

After al the line just cut off, and no one bothered to reconnect, and even me i just gave up. so not solved

We just gave up using the creative cloud ... and created our own cloud station on our server!

I really wish Adobe solves this, cause users seems to trust and rely on Adobe, don't let us down!

C

cvanalmelo

Participating Frequently

Unbelievable! I have the ear of a top tech person on a different matter. I found another bug, but not nearly as critical. I hope she will help draw attention to this. I can’t believe we are the only people using cloud storage?? I will keep you posted if something happens.

N

numinumi

Participating Frequently

I've been having the same issue. Had to restore from my trash three times already.

A

Ashley Wagstaffe

Community Manager

Hi numinumi,

We're very sorry that you have had to restore from your trash folder three times, its really important to us that we get your syncing experience right so we would be extremely grateful if you could work with us on this.

We released a hot fix on the 14th of June and we'd like to know if you are still experiencing this issue; if you are please could you provide us with the following information by sending an email to syncforum-communication@adobe.com:

Could you send us your log files so that we can investigate further? (instructions to access and send the CoreSync log files are below)
Were all of your files moved to trash or was it just some of them?
Do you have any missing files that we could try to recover?

Accessing and sending CoreSync log files

Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.

Mac:

/Users/<username>/Library/Application Support/Adobe/CoreSync

Windows:

C:\Users\<username>\AppData\Roaming\Adobe\CoreSync

'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)

https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)

Warmest wishes and apologies once again,

Ashley

H

hindh46575073

Participant

We are having the same issue in our company, and it is causing serious trouble, we are desperate to get this solved as soon as possible!

D

derekajack

Adobe Employee

Hi Hind,

a fix will be made available very soon for this issue.

A

allans74366063

Participant

We are having the same issue within our company! Please fix soon!

A

Ashley Wagstaffe

Community Manager

Hi brandonb74366063,

We're extremely sorry that you and your colleagues have had a less than ideal experience, its really important that we get this right for you so any help that you can give us will be really appreciated.

We released a hot fix on the 14th of June and we'd like to know if you are still experiencing this issue; if you are please could you provide us with the following information by sending an email to syncforum-communication@adobe.com:

Could you send us your log files so that we can investigate further? (instructions to access and send the CoreSync log files are below)
Were all of your files moved to trash or was it just some of them?
Do you have any missing files that we could try to recover?

Accessing and sending CoreSync log files

Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.

Mac:

/Users/<username>/Library/Application Support/Adobe/CoreSync

Windows:

C:\Users\<username>\AppData\Roaming\Adobe\CoreSync

'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)

https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)

Warmest wishes and apologies once again,

Ashley

I

ijernigan

Inspiring

Same is happening to me...Going to probably have to stop using Creative Cloud for storage after all the breaking bugs over the past two months. It's just not to be considered a backup solution and definitely not reliable collaborative storage.

A

Ashley Wagstaffe

Community Manager

Hi ijernigan,

We are truly very sorry for your inconvenience. We released a hot fix on the 14th of June and we'd like to know if you are still experiencing this issue; if you are please could you provide us with the following information by sending an email to syncforum-communication@adobe.com.:

Could you send us your log files so that we can investigate further? (instructions to access and send the CoreSync log files are below)
Were all of your files moved to trash or was it just some of them?
Do you have any missing files that we could try to recover?

Accessing and sending CoreSync log files

Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.

Mac:

/Users/<username>/Library/Application Support/Adobe/CoreSync

Windows:

C:\Users\<username>\AppData\Roaming\Adobe\CoreSync

'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)

https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)

Warmest wishes and apologies once again,

Ashley

D

derekajack

Adobe Employee

Firstly I'm very sorry that you've had this less than ideal experience. I completely understand the pain this has caused you.

We have a fix for this issue, which we are working to validate to ensure there are no recurrences.

It has taken us some time to get this fix in place because we have struggled to successfully replicate the issue in house. We have enough data from the information you provided, as well as the log files you shared, to understand the reason for the issue. This has lead us to the fix I mentioned.

As I mentioned, we need to validate the fix before rolling it out. I'll keep you informed of when you can expect to see an update.

Thanks,

Derek

M

majmanCC

Participating Frequently

derekajack‌ wharress‌

Relaunched CC today and it appears that things are being restored from trash. Can you confirm that there has been an update? Still says version 2.0.0.74

Now there's another 1200+ files that are re-syncing (yet again) so let's see where things land when that finishes.

Lack of communication around this issue, and the severity and frequency of CC sync issues in general have left us looking back to Google/Dropbox for day-to-day file storage and syncing.

B

brandip23887794

Participant

I am also experiencing this issue. It seems to be that MOST, but not all, files that live in a secondary folder have been moved to the trash. This means HUNDREDS (if not THOUSANDS) of files in one folder, out of their original folders, alphabetically, a disaster to put back in the correct folder since there are multiple users all contributing work to these folders. adobecreativecloud‌ !!!! Please tell me you have a fix for this!

S

sofiam91474411Author

Participant

This system reboot had no impact here either, and now files are being moved to the archive folder on the Creative Cloud but duplicated on our folders too. Its very confusing and time consuming so we are stopping our creative cloud usage until this gets fully resolved.

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