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nilu2021
Participating Frequently
May 17, 2023
Question

Creative cloud keeps syncing cloud files and won't stop sync until I manually pause and resume sync

  • May 17, 2023
  • 1 reply
  • 2515 views

Hi,

I notice a strange behaviour lately. Whenever I start the Creative Cloud app, or when it auto-starts on system startup (Windows 11), the cloud files will keep on synchronizing and the circle keeps rotating, and they never end until I hit the pause button and resume file sync.

When the files sync and won't stop, the laptop battery keeps draining like crazy. The sync process consumes significant amount of CPU resources and my laptop battery is depleting very fast. The laptop also gets quite hot and fans are constantly running, which should be obvious because of the high power consumption due to the continuous file sync process in Creative Cloud app.

Can you please suggest me a solution to this? I really do not want to uninstall all the apps to reinstall Creative Cloud. There are a lot of apps that I use in CC. But if I absolutely have to reinstall CC, then I guess I won't have a choice but to reinstall everything. I just want some help to get a working solution that can fix this issue.

Thank you so much.

    This topic has been closed for replies.

    1 reply

    Neelamk
    Neelamk
    Legend
    May 17, 2023

    Hi Nilu,

     

    Welcome to our Community forum. We are sorry for you difficulties. To help you better could you please let us know the below details:

    >>What operating system are you using?

    >>What is the version of Creative Cloud desktop application installed?

    >>Please share a screen shot of the error if you’re receiving.

     

    Meanwhile you could try the below troubleshooting steps as you do not want reinstallation of the application at first:

    reset the cc desktop app by making sure it's in the foreground, then press:

    Win: Ctrl + Alt + R
    Mac: Cmd + Opt + R

     

    >>Disconnects and reconnect your internet Connection, reboot PC.

     

    Also please let us know what files you see it is synced.  For your information:

    Note that syncing large files can take time

    You could see an error if you're trying to sync a large file using the Creative Cloud Files folder.

    If you copy a large file to your Creative Cloud Files folder, the file doesn't sync until it is copied completely into folder. As the file is copying, the file is flagged, and your Creative Cloud desktop app notifies you that it is "Unable to sync file(s)". Once the copy completes, it begins syncing to Creative Cloud.

     

    Please let me know how it goes and provide us more details as asked above so that we can investigate in our end. We hope to hear from you soon.

     

    Regards,

    Neelam

    N
    nilu2021Author
    Participating Frequently
    May 18, 2023

    Hi,

    Thank you for your reply. I followed the guidelines to reset the CC app, restarted my laptop, but the app still continues to sync files indefinitely.

    I use Windows 11 as my operating system.

    My Creative Cloud version is 5.10.0.573.

    I have attached the screenshot of the error. The file sync area is stuck like that indefinitely. It consumes a lot of power as per Task Manager.

    Please help me fix this issue.

    Neelamk
    Neelamk
    Legend
    May 29, 2023

    Hi. I have tried all the guidelines but nothing worked.

    Therefore, I had raised a support ticket regarding this issue almost a week ago. The Adobe support team is still working on resolving the issue. I think it is a complicated problem because one week has already passed, and it hasn't been fixed yet. But I look forward to a quick resolution from the Adobe support team.

    Thank you.


    Hi Nilu,

     

    Thank you for the information. I recommend contacting the support back with the Case ID you would receive from the Support team.  For Chat support:
    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.

    For phone:
    https://helpx.adobe.com/contact/phone.html

     

    Regards,

    Neelam

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