creative cloud unable to sync due to server error

[jamielawton88]

Hi, I've been trying to sync some files to the Creative Cloud all day but have been getting the same problem. The files begin to sync but then fail shortly after and the little red error icons come up. The message I get is 'creative cloud unable to sync due to server error'. I'm connected by ethernet and when other colleagues sync files into our shared folder I can access them. I'm just not able to add new ones!

Any help would be much appreciated. Thanks, Jamie

[wharress]

Hi,

Can you send me your log files please?. You can find them in the following locations:

Mac:

/Users/<username>/Library/Application Support/Adobe/CoreSync

Windows:

C:\Users\<username>\AppData\Roaming\Adobe\CoreSync

'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)

https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)

Please send upload them to Creative Cloud and send me a link at harress@adobe.com

Also you can check out these links for tips:

-https://forums.adobe.com/community/creative_cloud/host_sync

-http://helpx.adobe.com/creative-cloud/help/sync-settings.html

-http://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html

-Size Limits https://forums.adobe.com/thread/1488242

-sync and email link http://forums.adobe.com/thread/1427516?tstart=0

-Phantom folder problem https://forums.adobe.com/thread/1490445

Error: "Unable to sync files"

[jamielawton88]

Thanks Warner, I've just emailed you a download link now.

Cheers, J

[wharress]

Hi,

Looking at your log files i can see lots of network issues.

20150127-9:50:52.755 am: Warning: [GUDE]: Request Failed. ErrorCode: 29 message: Timeout. Request Timed Out.

20150127-9:50:53.117 am: Info: AcslSvcUtils: Converting ACSLError 20 to SibTermErr (SibTErr_Connectivity) (AcslSvcUtils.cpp.ACSLErrorToSibErr.1239)

20150127-9:50:53.321 am: ACCSync::stopJob: forced: 0, reason: Connectivity error

20150127-9:50:53.323 am: 2015-01-27 09:50:53: File Monitoring was asked to stop on: : Connectivity error

20150127-9:50:53.324 am: 2015-01-27 09:50:53: File Monitoring was asked to stop on: : Connectivity error

20150127-9:50:54.551 am: MControllerDelegate::quota {storageFree:86206313675, storageTotal:107374182400}

20150127-9:50:54.553 am: BaseControllerDelegate::pushSyncStatus: sent CoreSyncStateOffline (5)

20150127-9:50:54.554 am: ACCController::updateWithState: 5

20150127-9:50:54.555 am: ACCController::removeAllIcons

20150127-9:50:54.556 am: ACCController::handleTermErr: network error unable to connect to server

Do you have any firewalls on your network, something is preventing you from syncing files to Creative Cloud from your machine.

Thanks

Warner

[jamielawton88]

Hi Warner,

There's no firewall on my machine and other people are able to upload files when working on the same network so I'm assuming there isn't a problem with a firewall being on the network either. I'm able to access these files in the cloud but not overwrite them or add new ones.

I'd previously had problems with not being able to access the adobe servers at all over wifi, at that point I was getting the message 'Unable to reach Adobe servers. Please check your firewall settings, and try again in a few minutes' but this was solved by connecting via ethernet.

However, now when i'm connected by ethernet like everyone else on the same network i'm unable to sync any files.

Cheers, J

[wharress]

Hi,

We are unable to solve issues that are related to your internal/external network or issues on your computer, the issue is that your getting network error unable to connect to server, which are in turn stopping you from connection to Creative Cloud. If others are able to connect to Creative Cloud in your office and you are not this suggests that your computer is at fault with some kind of issue blocking you.

Thanks

Warner

[jamielawton88 · Accepted solution]

Hi Warner,

Thanks for your help, I managed to work out what was was wrong at the weekend. Apparently in uninstalling and reinstalling the Creative Cloud desktop app a couple of times, it had archived a duplicate of the entire shared Cloud folder on my mac, twice. I hadn't thought to check my storage but found that my hard drive was full of 'other'. I deleted the two archived Creative Cloud folders and freed up about 60GB of storage which allowed my current Shared Folder to complete the syncing process.

Cheers, J

[wharress]

Great! I am glad your unblocked.

Thanks

Warner

[racmm]

I had this issue and found out that Creative Cloud Sync was stuck trying to sync a particular file (a random PNG). This particular PNG i had previously moved to another folder, but what i did was that i moved it back to the original folder and let Creative Cloud sync it. Now the error disappeared. I tried deleting the PNG again and the error came back. Instead i went one level up and deleted the folder itself (a "generate image assets" folder automatically created by one of my PSD's. The deletion of the folder synced correctly without error. Then i opened up the PSD in question that recreated the before mentioned folder and it still synced correctly.

So it seems like the sync function can get a bit stuck on a particular file, but it is apparently possible to get around it, although a bit cumbersome. I am just glad i didn't have to reinstall and send log files and wait for a response.