Files not syncing

New Here ,
Oct 07, 2021 Oct 07, 2021

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When I open the CC app (on Mac) it gets stuck at "getting storage information" stage so I cannot turn file syncing on  or off. This has affected other areas like my fonts page which also stays in the loading stage. I have tried:

- Relaunching

- Quitting other programs that may impact syncing

- Repairing the app

- Deleting and reinstalling the app

- Changing sharing info on the adobe file to "read and write"

 

Are there any other options? Thanks

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File sync

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Community Expert ,
Oct 07, 2021 Oct 07, 2021

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first, reset the cc app:

to reset the cc desktop app, make sure it's in the foreground, then press:

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

if that fails

 

  1. end all adobe processes via activity monitor
  2. log out from creative cloud app
  3. run the creative cloud app uninstaller and select the repair option
  4. reboot the computer
  5. log in again

 

 

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New Here ,
Oct 11, 2021 Oct 11, 2021

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Hi, thanks for responding 🙂 unfortunately I had already tried both of those as listed in my post. I tried them again following your instructions exactly and they still haven't worked.

Do you know of any factors that may impact this/any other options I can take?

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Adobe Employee ,
Oct 11, 2021 Oct 11, 2021

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Maya, what type of Creative Cloud membership are you attempting to use? There are no active individual memberships under the e-mail address you used to post to this public discussion forum.

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New Here ,
Oct 26, 2021 Oct 26, 2021

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Fixed it by using the Mac Cleaner tool, deleting all files relating to Adobe then reinstalling CC. 

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