Errors and Failures Downloading Files from Abobe Cloud to Local Drive

[IanPW63]

Hi,

So our developer was using a Personal Account of Creative Cloud that was connected to his work email address.  We bought him a corporate subscription of Creative Cloud using the same work email address.  We cancelled the payment for the personal account.  However, now he cannot download his files from Adobe Cloud to local storage.  He will get one of 2 different errors, both attached.

I thought I read somewhere that you get 30 days of access to your files once you canacel a subscription.  Is this not the case?  Or do we need to pay for another month of the Personal account to get our files?

Please advise.

Cheers

[kglad]

https://helpx.adobe.com/enterprise/kb/transfer-assets.html?linkId=100000252571375

What happens to my existing files?
You can continue to access your Creative Cloud files on your computer and the Creative Cloud website, subject to a 2-GB cloud storage limit. If you’re over the 2-GB cloud storage limit when you cancel, you have 30 days to move files out of cloud storage.

[IanPW63]

HI,

Yes, I read that.  I have 30 days.  Or, does ti mean that he can only access 2GB of the items he has stored in Adobe?  Some files did download ok.  Should he delete those off of Adobe so that he can have access to more files, or something like that?

[kglad]

after 30 days, 2 gb storate is all that's saved.  deleting after 30 days won't help.

[IanPW63]

OK.  We only cancelled yesterday.  So I have 29 days left.  What are my options?

[kglad]

download all the files that you want saved.

use a web browser to navigate to the following locations. at each location there are several folders/link to check.:

https://assets.adobe.com

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

if you delete anything from any of these locations, check for a deleted folder where your file(s) was (were) moved. if you want to clear space you must delete files in the deleted folder. the used storage shown at each of those four sites (when totaled), should match the space shown used by your cc files.

[IanPW63]

I see.  So you are saying if we successfully download a file to local storage, we should delete it off the Adobe Cloud, and by doing so, we free up some of our 2GB quota and gain access to other files on the Adobe Cloud to download..  Is that correct?

Cheers

[kglad]

if the files aren't there now, they won't be latter (because it's prior to the 30 days).  after 30 days, you'll still have access to a greater percent of the remaining file (if there are any) by deleting files now.

[IanPW63]

Just to be clear, everything he had on Adobe cloud was still visible.  He started downloading files to his local drive, and was able to get a successful download of about 40GB of his total files.  There are only 10 files or so that give these errors.  We have now deleted all the files off Adobe Cloud that were successfully downloaded and also deleted them off of deleted files.  But these 10 files still give errors.

[kglad]

there are a number of reasons for a failed download.  the only ones that are "fixable" once a subscription ends is to try a different browser and to wait and retry.

[IanPW63 · Accepted solution]

Hi,

In the end, we figured out that you can still open these Photoshop files in the web version of PS in the cancelled subscription.  You cannot edit them, but there is a Download button, and downloading the stubborn files that way works.  So we are good.

Thanks for your insights and assistance.

[kglad]

oh, i didn't know that.  good solution!

[IanPW63]

It was a total fluke.  Desperate people take desperate measures.

Cheers

[kglad]

no matter.  it's a good find that will probably help others, too.