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Creative Cloud sync issues after using Migration Assistant

Community Beginner ,
Nov 02, 2021 Nov 02, 2021

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As heading says, I'm having issues with syncing after moving from and Intel i9 Macbook to a M1 Pro Macbook using migration assistant.

 

The Issue:

  • XD: not able to open cloud docs
  • Same issue in Illustrato when selecting 'your files' in open screen
  • Creative Cloud desktop app: stuck on "Gathering storage information..." when clicking cloud icon, top right
  • Cannot see CoreSync running in activity monitor

 

The process I took:

  • Transferred files between my old (Intel) macbook and new (M1 Pro) using Migration Assistant
  • Succesful transfer (>500,00 files!) apart from Adobe related files
  • After checking each program, redownloaded Illustrator as was running Intel version, not native - now running fine

 

The thing I really would like to keep is all the CC app settings: workspaces, keyboard shortcuts, preferences etc. To reiterate, the apps themselves work fine but all the cloud services don't work. Any ideas?

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Adobe Employee , Nov 02, 2021 Nov 02, 2021
Domkh, I am sorry you cannot use the Creative Cloud services on the new M1 MacBook Pro.  This is likely caused by migrating the older (Intel) applications to the new computer. Unfortunately, Adobe applications were never designed to use the Migration Assistant. To recover, please download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html.  Once the applications are removed, you can then use the process listed in https://helpx.adobe.com/creative-cloud/help/download-install-app.html...

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Adobe Employee ,
Nov 02, 2021 Nov 02, 2021

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Domkh, I am sorry you cannot use the Creative Cloud services on the new M1 MacBook Pro.  This is likely caused by migrating the older (Intel) applications to the new computer. Unfortunately, Adobe applications were never designed to use the Migration Assistant.

 

To recover, please download and run the CC Cleaner Tool from https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html.  Once the applications are removed, you can then use the process listed in https://helpx.adobe.com/creative-cloud/help/download-install-app.html to download and install the Universal version of the CC applications.

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Community Beginner ,
Nov 05, 2021 Nov 05, 2021

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@Jeff A Wright 

Thanks for your message. I will go ahead with the CC Cleaner Tool. Before I do though, can I confirm that this will not remove the application preferences? I.e. the workspaces, keyboard shortcuts, settings etc. Cheers

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Adobe Employee ,
Nov 05, 2021 Nov 05, 2021

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Domkh, the CC Cleaner Tool does not affect the stored preferences or workspaces. It only removes the files used to run the Adobe applications and the related login information.

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Community Beginner ,
Nov 08, 2021 Nov 08, 2021

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Thanks  Jeff, will give it a go!

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Community Beginner ,
Nov 08, 2021 Nov 08, 2021

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Did this work for you? I have tried this multiple times over the last few days and I am stuck.. Support is a disaster, they get on my computer do the same things the last guy did, the issue isnt resolved and then they disconnect or tell me their shift is ending and someone else will pick up.. the next person comes on and asks what my issue is and this is how I lost 7 hours of my life.. 

 

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New Here ,
Nov 08, 2021 Nov 08, 2021

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Did this work for you? 

 

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New Here ,
Nov 10, 2021 Nov 10, 2021

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did this work for you?

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Community Beginner ,
Nov 11, 2021 Nov 11, 2021

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@Arthur Wright @doooooobin @Jeff A Wright - happy to report the fix worked a dream! I only had to 'clean' the "Core Sync" program - I didn't touch the CC applications (Illustrator, XD etc.) when running the CC Cleaner tool. Thanks for the help

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