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Creative Cloud storage space is not displayed

Participant ,
Feb 09, 2023 Feb 09, 2023

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Hello, my Creative Cloud storage is not showing properly since a few days. It always says there "58 MB used", which is impossible since I have many gigabytes allocated on it. I just want to get the status displayed. Anyone else having this issue?

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Adobe Employee ,
Feb 09, 2023 Feb 09, 2023

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Hi There,

 

Thank you for reaching out to us. We are sorry for your difficulties and it is true it cannot be so less if you are syncing your files with Craetive Cloud Desktop Application. To resolve this please try the below troubleshooting steps :

 

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

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

 

Please check if you have any updates pending, to update please follow the article link below:

https://helpx.adobe.com/creative-cloud/help/creative-cloud-updates.html

 

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

 

Restart your PC and please let us know if this helps.

 

We hope to hear from you soon. 

 

Regards,

Neelam

 

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Participant ,
Feb 10, 2023 Feb 10, 2023

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Hello, thanks for reaching out to me. I have followed every single step you guided, but I still can't see my cloud storage. Could you please escalate this? Thank you.

Piontek_0-1676025965571.png

 

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Adobe Employee ,
Feb 10, 2023 Feb 10, 2023

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Hi There, 

 

Thank you for the information. I realize your concern. Before we go to the escalation procedure, could you please let us know the version of the Creative Cloud Desktop Application installed also could you please also check if it shows the same storage in assets.adobe.com?

 

If you find that it is good in assets.adobe.com then please uninstall and reinstall the Creative Cloud Application once. Please follow the article links below:

do a clean cc install carefully following each applicable step:

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

then uninstall the cc desktop app, again using the correct uninstaller per 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

if windows are your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows are your os update your ms visual c++ if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using 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

NOTE: win 11 users that have trouble with the latest win 10 installers often have success with the older win 10 installers.

 

I hope the above steps mentioned will resolve your issue. Please let us know how it goes.

 

We hope to hear from you soon.

 

Regards,

Neelam

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Participant ,
Feb 13, 2023 Feb 13, 2023

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Hello,

My Creative Cloud Desktop version:

Piontek_0-1676278516429.png

 




so it doesn't show the same status in assets.adobe.com (it shows 58.8 MB) as in creative cloud app (0 Byte from 100GB). I have several GB in my creative cloud, not 58.8 MB, so the website status is also wrong.

I'll repair / update visual studio and see how it goes.


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Participant ,
Feb 13, 2023 Feb 13, 2023

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But if even the assets.adobe.com website doesn't show me the correct status, why should this be caused from my local visual c++ ?

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Adobe Employee ,
Feb 13, 2023 Feb 13, 2023

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Hi There,

 

We asked your local visual c++ to update or repair if in case your Creative Cloud Desktop application is not functioning properly, and removes glitches. Please let us know if you have uninstalled and reinstalled the application, try signing out of the Adoe account, and sign in back. I will also be checking with our engineering team.

 

Please let us know the information.

 

Regards,

Neelam

 

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Adobe Employee ,
Feb 14, 2023 Feb 14, 2023

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Hi There,

 

Could you please check if you have storage details using below article link:

https://helpx.adobe.com/creative-cloud/kb/file-storage-quota.html

Also, help me with the email address assigned to your subscription. You can share the information about email through private messages with me. We hope to hear from you soon.

 

Regards,

Neelam

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Adobe Employee ,
Feb 15, 2023 Feb 15, 2023

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Hi There,

 

This is to inform you that your issue has been notified to our engineering team and they are working on it, however, they need some more details to investigate and provide a resolution. Please provide the details below:

  • email id
  • If you logged in with the  same profile inCCDd and assets web

Could you please provide logs from your machine , please refer article below

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Also please check 

We hope to hear from you soon to proceed further.

 

Regards,

Neelam

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Participant ,
Mar 02, 2023 Mar 02, 2023

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Hello, it's still not resolved, after 2 weeks. I still can't see my Adobe Creative Cloud file storage status.

Piontek_0-1677812937532.png

 

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Adobe Employee ,
Mar 03, 2023 Mar 03, 2023

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Hi Dominik,

 

We are sorry for the delay in response. I have already provided the latest update we have from the concerned team however they are still investigating why it is showing incorrect storage. I will keep you posted with the latest updates. I appreciate your patience.

 

Regards,

Neelam

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Adobe Employee ,
Mar 06, 2023 Mar 06, 2023

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Hi Dominik,

 

As the issue is been investigated by our Engineering team, we need some more details from you as they need:

 

  1. how much storage usage is showing for the CCF folder on your machine?
  2. Are you working on shared files, shared by other users?
  3. Are you part of any enterprise org?

Also,  They have noticed that you have JSON, text, and png files as most of the files so it might be consuming less storage.

 

We hope to hear from you soon.

 

Regards,

Neelam

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Participant ,
Mar 15, 2023 Mar 15, 2023

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Hello Neelam,

1. 21,4 GB (23.009.341.440 Bytes)
2. No
3. No

I am working with Unreal Engine Project files in my creative cloud folder with files like .uproject, .umap, .uasset - Yes there are also .json files but they're actually not doing anything - They are for source control in Unreal Engine but I'm not using it.

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Participant ,
Mar 26, 2023 Mar 26, 2023

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Issue still persists. Now it shows me 1.8 GB / 100 GB - But I have like 24 GB on my creative cloud storage.

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Participant ,
Jun 10, 2023 Jun 10, 2023

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Hello, the problem still exists. Still not resolved by Adobe. I actually wanted to expand my cloud storage, but these are not good conditions to do that.

Piontek_0-1686434360882.png

 

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Community Expert ,
Jun 10, 2023 Jun 10, 2023

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it's not clear anyone here is checking all their online files.

 

at each site there are several places to check:

 

https://assets.adobe.com

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

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