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Creative Cloud Libraries upload is unreliable and consistently fails/breaks

Contributor ,
Jun 05, 2023 Jun 05, 2023

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I'm in the process of testing whether we can house our image libraries on Creative Cloud libraries for our designers and editors to easily access.

 

Let me tell you, the test is not going great.

 

I've been uploading images in batches (per shoot - about 100 images at a time, some JPG some TIF), then waiting for Creative Cloud to show 'File Sync: Up To Date' before uploading any more.

 

I uploaded about 10 shoots worth of images. According to Creative Cloud, all complete. However, if I login via the web, I could only see four images and none of the extra groups/sub groups I created. Likewise, other creatives in our team could only see the same four images in their libraries. I noticed that despite Creative Cloud showing File Sync: Up To Date multiple times over multiple days, if I closed and opened the software, it would start the sync again, all the way to 100%. This resulted in no actual change to the contents of the libraries however.

 

So, I uninstalled Creative Cloud and all the Adobe apps, ran the Creative Cloud cleaner tool (which by the way didn't remove any of the actual library content), reinstalled and started again.

 

It worked for a bit, but now the same problem has come back.

 

Is the Creative Cloud file sync/uploader broken? Incapable of handling multiple files? Is this related to my account only? Adobe support have suggested a bunch of things, none of which have worked and all of which were basic troubleshooting steps I'd already tried.

 

Creative Cloud Version: 5.10.0.573
Computer: 2019 Macbook Pro 16" i9

MacOS Version: Ventura 13.2.1

TOPICS
File sync , Libraries

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Adobe Employee ,
Jun 07, 2023 Jun 07, 2023

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Hi @Rob217717683hsl,

 

We're sorry to hear about this. Could you please share your Adobe ID with us via private message? We're here to help, just need some info.

 

Regards,

Tarun

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Contributor ,
Jun 13, 2023 Jun 13, 2023

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Hi @Tarun Saini , Can do although I can't see any options to private message you through this forum? When I click your username, there aren't any options to message.

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Contributor ,
Jun 18, 2023 Jun 18, 2023

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@Tarun Saini Hi Tarun, checking to see if you got my message below? Keen to get this resolved but can't private message you.

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Adobe Employee ,
Jun 19, 2023 Jun 19, 2023

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Hi @Rob217717683hsl,

 

We're sorry for the delay. It seems like you're experiencing some synchronization issues with Creative Cloud and your image libraries. Here are a few troubleshooting steps you can try to resolve the problem:

  1. Check your internet connection: Ensure that you have a stable internet connection to allow for proper syncing of your files. Unstable or slow connections can cause synchronization problems.

  2. Sign out and sign back in. Sometimes, signing out of Creative Cloud and then signing back in can help resolve syncing issues. To do this, open Creative Cloud, go to the Account settings, and choose the SignOut option. Afterwards, sign back in using your Adobe ID.

  3. Update Creative Cloud: Ensure you have the latest version of Creative Cloud installed. Check for any available updates and install them if necessary.

  4. Check your storage space: Ensure that you have enough storage space available in your Creative Cloud account to accommodate all the images you uploaded. If your account reaches its storage limit, it may cause syncing problems.


Let us know if that helps.

 

Regards,

Tarun

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Contributor ,
Jun 19, 2023 Jun 19, 2023

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Hi @Tarun Saini 

 

1. We have a stable 100mbps download/50mbps upload here

2. As mentioned, I've tried fully uninstalling/reinstalling but the problem came back

3. I'm on Creative Cloud app version 5.10.0.573 and there are no pending updates

4. We have 950GB free in our Creative Cloud libraries

 

There is no reason why this shouldn't be working.

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Adobe Employee ,
Jun 20, 2023 Jun 20, 2023

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Thanks for trying the steps. Please try updating the Creative Cloud Desktop Application to 5.11, as this is the latest version. Also, I'd recommend contacting and working with our support directly as a next step. They can be reached here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

 

Regards,

Tarun

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Community Expert ,
Jun 20, 2023 Jun 20, 2023

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there are 2 ways to contact adobe; chat and twitter:

chat:
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.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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Contributor ,
Jun 20, 2023 Jun 20, 2023

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@Tarun Saini What is up with the Creative Cloud app and updating? Every time I have an issue there's a new version, but the app itself seems incapable of keeping up-to-date? How do I force it to update? There are no pending updates.

 

I've also already tried going through support. They are useless.

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Adobe Employee ,
Jun 21, 2023 Jun 21, 2023

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Hi @Rob217717683hsl,

 

Could you please share HAR network logs from the user's machine? It would be helpful for us with the library name as well. 

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