Creative Cloud using 10GB too much - also unable to delete

Report · Aug 29, 2022

There's about 10GB of space being used in my Creative Cloud files that I can't account for. The deleted folder has thousands of files in it that I'm unable to delete because it says "someone has restored them". Preset sync is off in Photoshop.

I have a few items in 'Your libraries' from using the Adobe Capture app on my phone, plus 2 small images in 'Your files'. I doubt if they add up to 100MB in total.

So what is using 10GB of space, and why can't empty the deleted items?

Any suggestions?

P

Report · Aug 29, 2022

on your cc web page, check deleted folder (after clearing the 8 listed folders), and check your acrobat and lightroom links

Report · Aug 30, 2022

Thanks, but I've done all of that already. it only amounts to a few tens of megabytes.

Report · Aug 29, 2022

Hi there,

We're sorry about the trouble. Could you please check & confirm the below locations if you don't have any files?

https://assets.adobe.com/cloud-documents (Creative Cloud)
https://lightroom.adobe.com/libraries (Lightroom)
https://acrobat.adobe.com/link/home/ (Document Cloud)

You may also check this article for more info & let us know if that helps: https://helpx.adobe.com/creative-cloud/kb/file-storage-quota.html

Regards,

Tarun

Report · Aug 30, 2022

Hi Tarun. Thanks for replying.

I'll attach some screenshots I've taken of all of those folders, including one of the 2197 items in the Deleted folder that I cannot delete.

As I mentioned above, the total size of items in those various folders is just in the 10s of MB, but still it says that 10.5GB is used.

Report · Aug 30, 2022

then using a browser that allows popups and cookies, contact adobe support by clicking 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

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....

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

Report · Aug 30, 2022

Thanks for the information.

Are you the Admin of the organisation? Are these library elements? Could you please share the region as well?

Please share the HAR file after accessing the Cloud documents and the Deleted tab, i.e. loading and deleting the data.

Please check this link to generate the HAR file: https://www.youtube.com/watch?v=m98WFEXbhIs

You may upload that file to the cloud storage and share it with us through a Private message.

Regards,

Tarun

Report · Aug 31, 2022

Thanks Tarun. I'm the administrator and sole user, I'm in the UK, those were all (or mostly) Library files being deleted, and I will send you the HAR file via DM

Report · Aug 31, 2022

Hi @paull92729451,

Thanks for the info and for sharing the HAR file. I have shared the info with our engineering team. I will keep you posted once I hear anything from them.

Regards,

Tarun

Report · Sep 01, 2022

Hi there,

Could you please share your email ID with me via PM? Please try to delete the files from the deleted folder and then share the HAR file with us. Also, would you like us to delete the files from the deleted folder?

Report · Sep 02, 2022

Hi Tarun. I've PM'd you the info you've asked for. And yes, I'd like the deleted items deleted, so that I get that 10GB back, but if support teams need a bit more time to figure out what's going wrong and how to fix it I'm happy to wait a little longer

P

Report · Sep 14, 2022

Hi @paull92729451,

Could you please check and try to delete the files and let us know if the issue persists or not?

Report · Sep 22, 2022

Hi @paull92729451,

I just wanted to see if the problem with deleting the files was still an issue.

Report · Sep 22, 2022

Hi Tarun. Thanks for following up. Sadly, nothing has changed. I still can't delete files (I get the 'someone has restored them' message) and Creative Cloud still says it's using 10.5GB, when I only actually use a small fraction of that.

I was hoping by now that it would have been fixed. I'll try to attach a portion of a screenshot that shows the odd icons on the files I can't delete. I've created a blank text file, then deleted it so that you can see a normal icon next to the odd, undeletable ones.

Report · Sep 22, 2022

(ps also apologies for having missed an earlier reply by you - i've been busy the past few weeks)

Report · Sep 26, 2022

Hi @paull92729451 ,

I hope you're doing well. In order to free up storage, you have to disable the photoshop presets feature as described here (chose NO when asked to keep the data in the cloud): https://helpx.adobe.com/ie/photoshop/using/sync-presets.html

Also, it looks like you're viewing photoshop preset libraries which take up most of the storage. As the admin, you're seeing previews of assets of other users in the archive but cannot delete them permanently. This is currently as designed.

Let us know if that helps.

Regards,

Tarun

Report · Sep 27, 2022

Hi Tarun. Thanks for the information and link. I've had preset sync turned off (unchecked) for a couple of weeks now and it made no difference. I have PS installed on two licensed devices on the same account, and preset sync is already turned off on both, so it's not that.

And if previews of other user's assets of PS preset libraries take up space in my storage allowance, that's an odd design choice, and one that I don't welcome, as its not something I was aware of and I would chose not to use such preset libraries if the result is my space being used by other people's things.

Any other ideas, seeing as preset sync is and has been turned off?

P