File syncing error. Could not enable sync

[Dmitriy Gaynetdinov]

The files are not synced. The solution given in the table does not help. What can I do?

[Neelamk]

Hi There,

We are sorry for your difficulties as you are unable to sync files in the Creative Cloud App. To help you better, could you please let us the below details:

>>What operating system are you using?

>>Is this on your iPad or your computer?

>>If iPadWhat iOS version are you using?

>>Has it always done this or is this something that just started happening recently?

>>Please share the version of the Creative Cloud App.

>>Also let us know if you have done any changes to your Adobe account. Please try to restart your PC and check again.

Regards,

Neelam

[Dmitriy Gaynetdinov]

Hello, your colleagues connected to me remotely, I thought they would really help me, he just gave me instructions - it didn’t help me. 
It all started with this

I really need to sync files

Thk

[Neelamk]

Hi There,

Could you please let us know if they asked for Logs? If you've completed all of the troubleshooting mentioned in this discussion and this article https://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html and also https://helpx.adobe.com/in/creative-cloud/kb/cc-cleaner-tool-installation-problems.html and are continuing to have difficulties I'd recommend reaching out to and working with our support directly once again.

Please contact them here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

Regards,

Neelam

[Dmitriy Gaynetdinov]

Logs collected. Where do you send?

[Neelamk]

Hi There,

Please follow the below article for Log collector details and please connect to our 

our support directly once again.

Please contact them here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

Regards,

Neelam

[Dmitriy Gaynetdinov]

Dear Support Team,

Session with remote connection was but the problem was not solved.

I think this error: "File sync failed. Could not enable sync" is due to the fact that I'm in Russia.

This is true?

Two different computers on the same network have the same error.

[Neelamk]

Hi There,

We are sorry to hear that, we don't think being in Russia will cause an issue, Could you please let us know what support team helped you with if they provided you with any Case ID.

Regards,

Neelam

[Dmitriy Gaynetdinov]

Hi Neelamk,

They said they would send my request to the backend team. Promised to return.

[Neelamk]

Thanks for the information. Could you check if you have any details of the CaseID or Case Number, so it will be easy for me to fetch the details? Also, I would request you to wait as the backend team will be contacting you. I will also try to get some help on this.

Regards,

Neelam

[Dmitriy Gaynetdinov]

Here are some details about the request: 

• Case Number: ADB-24337007-G0X9 
• Issue:  Storage and Sync 

[Neelamk]

Thank you for the information. I do see the details and you will receive a call from the backend soon. I updated the team.

Regards,

Neelam

[Dmitriy Gaynetdinov]

Hi Neelamk,

I don’t know how, but file sync was successfully enabled. Did you fix something on your side?

Thanks

[Neelamk]

Hi Dmitriy,

I am glad, the issue is fixed and you can use the application without any trouble. As you had our backend team contacted you, they would have resolved the issue. Please feel free to contact us if you have a query in the future.

Regards,

Neelam