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creative cloud library syncing issue

New Here ,
Nov 14, 2022 Nov 14, 2022

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Please provide advice on the inability to sync library files with Adobe Creative Cloud libraries.

 

The CC Library is used by our team; everyone in our company has the same licence; some team members' libraries are properly synced, while others aren't.

 

I've been having this problem since April 2022. Please assist me in solving this.

TOPICS
File sync , Libraries

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Community Expert ,
Nov 14, 2022 Nov 14, 2022

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

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

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New Here ,
Nov 14, 2022 Nov 14, 2022

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Thank you. Try your suggestions now; mine weren't successful. and earlier I attempted to uninstall and reinstall the software (many times). did not work

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Community Expert ,
Nov 14, 2022 Nov 14, 2022

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if you're working on the theory that it's a cc app problem not fixed by resetting (as opposed to a corrupt file refusing to sync and blocking other files from sync'g):

 

after resetting, if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

repair all ms visual c++ versions that can be repaired.

update your ms visual c++, if it can be updated

restart your computer (don't skip this)

reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud

if you're unable to download the cc desktop app at this stage, use the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

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New Here ,
Nov 15, 2022 Nov 15, 2022

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It's not working

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Community Expert ,
Nov 15, 2022 Nov 15, 2022

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then you have a corrupted file that's blocking the sync.

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Adobe Employee ,
Nov 15, 2022 Nov 15, 2022

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Hi, 
Could you elaborate more on the issue?  Is there a visible sync error in the panel/CCD, or is a library just failing to appear/update?
Regards, 
Sarfaraz 
CC Libraries

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New Here ,
Nov 15, 2022 Nov 15, 2022

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We using CC Library in our team, which was previously correctly synced with everyone. The CC Library is currently not syncing correctly. A few members of our team sync up properly, while a few others don't sync at all. Please assist me in resolving this problem.

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Adobe Employee ,
Nov 15, 2022 Nov 15, 2022

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Sure, we want to help you. 
Do you see any visible error in cloud icon in CCD app ? 
Also, - if you could share logs from machines, this would be very helpful. Here's a link to the Adobe Log Collector Tool:
https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
This will generate a zip file - please could you send me the name of it?
It will be something like "AdobeLogs_20191011_081024_xxx-win.zip"
This might help us to understand the root cause of the problem.

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Adobe Employee ,
Nov 22, 2022 Nov 22, 2022

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LATEST

Hey, 
Is the issue resolved ? If you are still facing the issue please share the logs for us to proceed. 
Thanks!

 

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