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

Explorer ,
Aug 29, 2022 Aug 29, 2022

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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

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Cloud storage web assets , Libraries

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Community Expert ,
Aug 29, 2022 Aug 29, 2022

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

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Explorer ,
Aug 30, 2022 Aug 30, 2022

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

 

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Adobe Employee ,
Aug 29, 2022 Aug 29, 2022

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Hi there,

 

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

 

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

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Explorer ,
Aug 30, 2022 Aug 30, 2022

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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.

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Community Expert ,
Aug 30, 2022 Aug 30, 2022

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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

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Adobe Employee ,
Aug 30, 2022 Aug 30, 2022

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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

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Explorer ,
Aug 31, 2022 Aug 31, 2022

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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

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Adobe Employee ,
Aug 31, 2022 Aug 31, 2022

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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

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Adobe Employee ,
Sep 01, 2022 Sep 01, 2022

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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?

 

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Explorer ,
Sep 02, 2022 Sep 02, 2022

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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

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Adobe Employee ,
Sep 14, 2022 Sep 14, 2022

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Hi @paull92729451,

 

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

 

 

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Adobe Employee ,
Sep 22, 2022 Sep 22, 2022

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Hi @paull92729451,

 

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

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Explorer ,
Sep 22, 2022 Sep 22, 2022

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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.

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Explorer ,
Sep 22, 2022 Sep 22, 2022

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LATEST

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

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