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?
on your cc web page, check deleted folder (after clearing the 8 listed folders), and check your acrobat and lightroom links
Thanks, but I've done all of that already. it only amounts to a few tens of megabytes.
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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
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.
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
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.
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
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?
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
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.
(ps also apologies for having missed an earlier reply by you - i've been busy the past few weeks)