Files no longer uploading

[DaveH5]

My copy of Creative Cloud Desktop has just updated to version 6.0.0.571.

I've now found that my Muse website files are no longer being uploaded when I save them.

Library sync seems to be working OK, but if I look at my 'files' I now just get a progress animation permanently. Also it permanently shows 'getting storage information' but never goes any further.

'Open sync folder' does nothing, and if I try to change the location of the sync folder, that either throws an error message saying it can't do it, or just never completes.

In short, a total mess, and I assume going back to the previous version of Creative Cloud Desktop is not an option!

Looking at the website the files are still there (as Syncd Files, not Cloud Documents) but they are not syncing!

Anyone any idea what's gone wrong here?

I should say that I am well aware that the automatic syncing of non-Cloud documents is due to end, but I thought that was due to be happening in February next year, not now!
Surely it should now be still working?

Thanks, Dave.

[kglad]

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, restart your computer.

[DaveH5]

No difference I'm afraid.

What should I see if I select the 'files' option on the left?

Does this now only show Cloud Documents, and not Synced Files?

If so, that would be empty, as I don't have any Cloud Documents, as confirmed by looking at the online version.

I only have Synced Files.

It surely shouldn't be just showing a progress animation for ages though?

If I leave it for a long time, eventually it sometimes changes to "Something went wrong. Please restart the app and try again."

Needless to say, restarting the app makes no difference to anything at all!

[kglad]

prolonged syncing indicates a file that's unable to sync.

[DaveH5]

Yes, I can see that, but I only have two Muse files, and I've never had any problem with them syncing before with the previous versions of Creative Cloud Desktop, in fact I did it with the previous version only a couple of days ago! This all only started when the app updated yesterday.
Can I go back temporarily to the previous version to confirm this?

[kglad]

yes, but you'd need to uninstall everything cc.

[DaveH5]

I've found the installation files for version 5.5.0.167.

I will try uninstalling version 6 and installing that version instead.

I'll report back tomorrow on whether version 5.5.0 still works as expected with my files.

[DaveH5]

OK, I've uninstalled version 6.0.0.571 and installed version 5.5.0.167.

It's exactly the same, my files are still not syncing!

I'm now wondering if this is something that's happened at the server end, and it's nothing to do with Creative Cloud Desktop itself.

I have also now noticed that one of the changelog entries for version 6.0.0.571 says "Updates to support the discontinuation of Creative Cloud Synced files".

If that's the case that might explain some of the problem, but as I said earlier, i thought that discontinuation wasn't supposed to happen until February 2024, and it doesn't explain why the syncing is now no longer woirking with version 5.5.0.167.

Is it possible to confirm whether the syncing of 'Synced Files' should still be working at all now?

Thanks, Dave.

[kglad]

i don't know about muse, but there are no outages reported by adobe other than a minor express issue, https://status.adobe.com/

you might want to check the muse forum for a workaround.

[DaveH5]

Well any 'workaround' would be I'm sure just to back up the files locally, which I do anyway of course!

Of course Muse is now an EOL and unsupported app, and its forum is now 'read only', but I've seen nothing to suggest that its file syncing has been withdrawn, some five months before it was expected to be.

My Creative Cloud Desktop 5.5.0.167 has now updated to version 5.9.1.375.
Unfortunately, I cannot test if this version is working any differently, as all I now get when I run it is a notice to update to version 6.0.0.571, which is the version where the problem first appeared!

How can I dismiss that and test version 5.9.1.375? There seems to be no way of dismissing the update notice.
Thanks, Dave.

[kglad]

contact adobe support. there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click 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.

twitter:
tweet @AdobeCare

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...

[DaveH5]

Thanks @kglad I will try that.

This is very puzzling.

If the sync system has indeed been deactivated for Muse files that's fair enough, I'm well aware that it's going to be withdrawn eventually anyway, but why it would stop working now is a bit of a mystery!

Thanks very much for all your help.

Cheers, Dave.

[kglad]

you're welcome. update this if you get an answer.

[DaveH5]

No actual answer as yet, but after a very long remote session with support yesterday, we determined that the file sync works fine with a new Windows user profile, but does not work with my normal profile.
The cause of this is so far unknown, as everything was tried, and it still wouldn't work with my normal profile.

At least that proved that the system does still work.

The issue has been escalated, so I'm now waiting to hear back from them about the next steps.

Cheers, Dave.

[kglad]

thanks for the update.

[Nancy OShea]

A corrupted Windows Profile is a Microsoft issue, not an Adobe issue. See below about fixing a corrupted user profile.

https://support.microsoft.com/en-us/windows/fix-a-corrupted-user-profile-in-windows-1cf41c18-7ce3-12...

I still say you should get far away from Muse ASAP! 🙂

To prevent data loss, you can backup native HTML, CSS & JS files anywhere— externals, USB drives, cloud servers, etc...

[Nancy OShea]

@DaveH5,

Sorry but this comes as no surprise.  

• Muse was discontinued in 2018 when Adobe stopped supporting it.
• For several years, Muse was unfit for use. As time went on, the problems got worse.
• The Muse Community is now READ ONLY (archived for historical reference only).

Migrate to DREAMWEAVER: Quick Start Guide for Former Muse Users

https://community.adobe.com/t5/muse-discussions/migrate-site-to-dreamweaver-quick-start-guide-for-mu...

That's the best I can offer.  It should buy you some time until you find another web solution.

Best of luck.

[DaveH5]

Thanks @Nancy OShea but I have never had any major problems with Muse, I think it's a great piece of software and along with many other users of it, I was very upset when it was suddenly abandoned. I suspected, as did many others, that it was dropped simply because Adobe were not making enough money out of it, but that's another topic altogether!

Anyway, this problem has nothing whatsoever to do with Muse itself, it's simply to do with the Creative Cloud Desktop app, where my file syncing stopped working on the last update from version 5 to version 6.

Yes, the issue must be being caused by something in my Windows 10 user profile, but that doesn't necessarily mean that the profile is corrupted. It's just as likely that I simply have something installed, or a setting set, in my normal profile which is causing the issue. If the profile really was corrupted, I think I would be seeing much worse problems than just one part of one application malfunctioning! Everything else is working fine.

I am of course well aware that the legacy File Sync system is being withdrawn next February, but it should be still working now, and does still work if I use a new clean Windows profile.

I'm certainly looking to eventually move to another web authoring platform, and Dreamweaver would probably be high on my list, but as long as the code generated by Muse still works with current browsers, I see no reason to change yet.

Cheers, Dave.

🙂

[Nancy OShea]

Yes, the issue must be being caused by something in my Windows 10 user profile, but that doesn't necessarily mean that the profile is corrupted. 🙂

By @DaveH5

==========

Computer user profiles can & do become corrupted after prolonged use.  Sometimes it's caused by a Windows update, improper shut down or other factors.  In any case, I'll let you sort it out with Microsoft. 

https://support.microsoft.com/en-us/windows/fix-a-corrupted-user-profile-in-windows-1cf41c18-7ce3-12...

[kglad]

@DaveH5 

thanks for the update.

[DaveH5]

Another small update.

Doing some more experiments, it appears that the syncing does work when booted into Safe Mode, but not in normal mode. That would seem to tie in with the fact that it worked with a new profile, and would seem to confirm that something is loading in normal use which is preventing it from functioning.

Another strange symptom is that when Creative Cloud Desktop is run in normal mode (but not Safe Mode) it generates a folder in the root of my C: drive, which is C:\Roaming\Adobe\CoreSync\plugins\livetype.

There is an equivalent folder in C:\Users\Dave\AppData\Roaming\Adobe\CoreSync, which is empty, without the plugins and livetype folders. I guess that's where it should be, so why CC Desktop thinks it should be in the root of the C: drive is a mystery! I can't find anything wrong with any of the registry paths.

Curiouser and curiouser!

I can't find anything relevant in the Adobe logs, but I'm not expert at interpreting them of course. I hope the support guys do find something that will give a clue as to what is happening here.

[kglad]

thanks for that.

is there anything suspicious (eg, it polls the activity on your computer) running in normal mode and not running in safe mode that's easy to disable?  eg, an antivirus app or antimalware app

[DaveH5]

Thanks, but I tried all that and nothing seemed to make any difference.

BUT, I have just found an answer, or at least a workaround!

If I run Creative Cloud Desktop as an administrator, it works fine!

Everything syncs, and all the menus, some of which were malfunctioning, come good.

If I run it normally, all the problems come back again.

The clue was that in the CoreSync log, there were several entries where it had tried to perform an operation, and it failed with "Access Denied". I thought running as administrator was worth a try, and it was!

Why this should be I have no idea, I've never had to run it as an administrator before, but it's a reasonable workaround until the true cause of the problems can be found.

I hope when and if support get back to me, if I tell them this, it will give them an important clue as to what's going wrong here. If others are having this problem, I hope this helps them.

[kglad]

thank you for that. did you set your cc app to always run as administrator?

[DaveH5]

Yes, you just need to tick 'run as administrator' in the advanced settings of the shortcut.

It does mean you get a warning prompt from Windows every time you run it, but at least it then works!

I'm toying with the idea of uninstalling it again and reinstalling it, this time running the installer as an administrator.

It's just possible that the installer wasn't able to do some things that it should have done, as it didn't have administrator rights. If I try it, I'll let you know if that makes any difference.