Infinite Syncing loop - Max OS 12.3

[blackiedesign]

Has anyone else been having cloud syncing cc app issues since 12.3 update?

Basically im now stuck in an infinite syncing loop without it actually downloading/ uploading  anything.  I've been with support for two days now and they've still not been able to fix it.

Completely removed and reinstalled cc app, set up a new user account and still not syncing.

I have call back due on Monday but not great as we use the cloud for teamwork collaboration. 

[Neelamk]

Hi There,

We are sorry to hear about your difficulties as you are unable to sync your files in the Creative Cloud App.

To help you better with your query could you please provide the below details:

>>What operating system are you using?

>>Is this on your iPad or your computer?

>>What browser version are you using?

>>Please let us know the version of the Creative Cloud app.

You could try the below troubleshooting:

• Pause sync
• Reboot the computer
• Ensure Windows/macOS is up to date
• Temporarily turn off any third-party anti-virus software

• Check the troubleshooting here:

  https://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html

Please let us know if this helps. Always reach us if the issue persists.

Regards,

Neelam

[blackiedesign]

Hi Neelamk,

I'm actually awaiting "Senior backend-level" support for a call back.

So far they've spent about 6 hours on Thursday and a further 2 hours on Friday via screenshare and done multiple things to try and get it to work. 

Your questions are answered below - FY:  I'm just courious to see if anyone else has had issues since up dating to Monterey 12.3 whilst I await the callback.

>>What operating system are you using?

Mac OS 12.3

>>Is this on your iPad or your computer?

Macbook Air & iMac 2019 (2 devices)

>>What browser version are you using?

N/A

>>Please let us know the version of the Creative Cloud app.

The About information on the CC app shows the following:

Apps 5.6.5.58

Files 5.6.5.58

Discover 5.6.5.58

PLugins 5.6.5.58

Libraries 1.0.3.14

Creative Cloud Instaler 5.6.5.58

Core Sync 5.6.3.1

CCX Process 4.8.0.27

CC Library 3.18.3.19

You could try the below troubleshooting:

• Pause sync - done
• Reboot the computer - done 
• Ensure Windows/macOS is up to date - 12.3 is the latest OS
• Temporarily turn off any third-party anti-virus software - none installed

[Neelamk]

Hi There,

We understand your concern and yes we do have one User who reported the same issue. As we have to investigate the issue and get our engineering team involved, please help us with the logs using the below link help:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Please share it with us.

Regards,

Neelam

[blackiedesign]

This was done via Adobe Supporton Friday evening please see link

https://shared-assets.adobe.com/link/30896cdf-437f-4e08-614d-e5f30d4ab516

[blackiedesign]

Neelam,

I'm still waiting a callback from level 2 support. 

Did you manage to find anything in the logs?

[Neelamk · Accepted solution]

Hi There,

Yes, we found that your storage has reached the total file limit of 350K. Currently, 365K files are present for you, please permanently delete at-least 25K files. Please remove unwanted files and permanently delete them from the deleted folder in the Creative Cloud App. Please refer to the link  https://assets.adobe.com/deleted.

Please let us know if it resolves your issue.

Regards,

Neelam

[blackiedesign]

Hi Neelam,

The team spent most of this afternoon archiving some files away from the cloud. It is frustrating that there is a limitation on the number of files, which I was not aware of until now. It would therefore, be handy if there was some sort of measure so users can keep track on this in limitation in future. Like you do on space or at the very least have the CC App pull up an error code/dialogue.

Netherless, we managed to archive some website backups which freed up over 100k of files and cleared off over 100gb of space. This did indeed fix the issue and now both my devices are re-syncing again.

Many thanks for coming up with the solution your support.

[Andrea23154897sd0z]

I also have cloud syncing problems since the Monterey 12.3 update. It actually bricked my computer and I had to erase everything and start from scratch, so I downloaded a completely new version of the creative cloud. I keep getting sync errors with the cloud, and when I try to download Photoshop, Illustrator, or Acrobat I get "installation failed" errors.

[Neelamk]

Hi Andrea,

We are sorry to hear about your difficulties as you are unable to sync your files in the Creative Cloud App after the update Monterey 12.3.

Could you please try the above steps and also check https://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html for troubleshooting.

Please let us know how it helps.

Regards,

Neelam

[Neelamk]

Hi Andrea

We understand your concern and we want to help you to resolve your query. As we have to investigate the issue and get our engineering team involved, please help us with the logs using the below link help:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Please share it with us.

Regards,

Neelam

[Andrea23154897sd0z]

Hi,

I did include the logs, hopefully they show up okay. I've been working through other troubleshooting steps recommended by my IT team, and nothing has worked so far. To answer your questions from earlier:

To help you better with your query could you please provide the below details:

>>What operating system are you using? MacOS Monterey 12.3

>>Is this on your iPad or your computer? Computer

>>What browser version are you using? Unsure what information you're actually looking for, but my Creative Cloud Download came from Firefox 98.0.1 and all install attempts for Photoshop, Ilustrator, etc have been from the CC desktop app.

>>Please let us know the version of the Creative Cloud app. 5.6.5.58

You could try the below troubleshooting:

• Pause sync - unable to sync/access sync controls
• Reboot the computer - done
• Ensure Windows/macOS is up to date - done
• Temporarily turn off any third-party anti-virus software - not sure Mac has that option

As far as troubleshooting goes, the link you gave did not contain any of the specific error messages I've been seeing (error code 105, error code 101, and sync error) but I've run all of the troubleshooting steps provided through the desktop app when those error messages come up with no solution. I also tried the steps from https://helpx.adobe.com/creative-cloud/kb/creative-cloud-desktop-app-spinning.html via the Terminal, but it appears that file/folder simply doesn't exist on the computer (see screenshot).

[Neelamk]

Hi Andrea,

Thank you for the information. Could you please perform some more steps suggested by our engineering team to resolve the issue :

Please remove unwanted files and permanently delete them from the deleted folder.Please refer to the link : https://assets.adobe.com/deleted

Please let us know if this helps.

Regards,

Neelam

[Andrea23154897sd0z]

That link didn't contain any information (see below), but I assume you wanted me to delete files from my cloud library? If so, I have removed everything I don't need.

 

 

[Neelamk]

Hi Andrea,

Could you please confirm for us if the sync issue is resolved after deleting the files from the Creative Cloud App? Please refer to the below article:

https://helpx.adobe.com/in/creative-cloud/help/delete-files-permanently.html 

Regards,

Neelam

[Andrea23154897sd0z]

Neelam,

The problem still persists, here is what I see:

 

[Neelamk]

Hi Andrea,

We understand your concern. Could you please run the log collector tool and help us to get the logs through the steps provided in the link below:

https://helpx.adobe.com/in/creative-cloud/kb/cc-log-collector.html

Regards,

Neelam

[Andrea23154897sd0z]

It looks like it was uploaded successfully.

[Neelamk]

Hi Andrea,

Thank you for your pateince while we resolve your query. While we are investigating the issue , could you please try the below link and see if this fix your issue.

Solution 1: Give permissions to caps folder and hdpim.db

macOS

1. Give permissions to caps folder.

• Use the Finder to navigate to /Library/Application Support/Adobe/caps/.

• Control-click caps folder and choose Get Info.

• Expand the Sharing & Permissions section.

• Click the lock icon in the lower-right corner. Enter your administrator user name and password when prompted, and then click OK.

• Set the following permissions:

  • system: Read & Write
  • admin: Read only
  • everyone: Read only

• Click the gear icon, and select Apply To Enclosed Items.

• Close the Get Info dialog box.

2. Give permissions to hdpim.db

• Use the Finder to navigate to /Library/Application Support/Adobe/caps/.

• Control-click hdpim.db, located inside the caps folder, and choose Get Info.

• Expand the Sharing & Permissions section.

• Click the lock icon in the lower-right corner. Enter your administrator user name and password when prompted, and then click OK.

• Set the following permissions:

  • system: Read & Write
  • admin: Read only
  • everyone: Read only

• Close the Get Info dialog box.

• Install the Adobe app.

  Solution 2: Repair hdpim.db

  Follow the steps below to resolve this issue:

  • Download and install SQLite database browser.

  • Launch the SQLite browser as Admin (Win) or using sudo (Mac).

  • Select Open Database and browse for hdpim.db file. The file is located at:

    Windows: C:\Program Files (x86)\Common Files\Adobe\caps\
    macOS:  /Library/Application Support/Adobe/caps/

    Open hdpim.db file

  • In the Execute SQL tab, run the following SQL command:

    PRAGMA integrity_check

  • If this command reports an error, run the following command:

    sqlite3 hdpim.db ".dump" | sqlite3 new_hdpim.db

  • Rename the original DB file to orig_hdpim.db.

  • Rename new_hdpim.db created in step 4 to hdpim.db.

  • Install the Adobe app.

  Solution 3: Rename hdpim.db

  • Navigate to the following location:

    Windows: C:\Program Files (x86)\Common Files\Adobe\caps\
    macOS:  /Library/Application Support/Adobe/caps/

  • Rename hdpim.db to old_hdpim.db.

  • Install the Adobe app.

    Please let me know if this helps.

    Regards,

    Neelam

[Andrea23154897sd0z]

Hi,

I had tried that both before and after removing and installing a fresh copy of Creative Cloud, but the caps folder is apparently not there. I tried searching hidden files as well, but nothing showed up for me to change the permissions on. I've attached a screenshot of what I see. I will try solution 2 next, but I'm assuming this is where my problem stems from.

[Andrea23154897sd0z]

Okay, I finally had some time to try solution two, and it looks like there is a problem here (see screenshot).

[Neelamk]

Hi Andrea,

We request you to contact the support team directly by initiating a chat session, click on the chat icon on the bottom right corner of this page: https://helpx.adobe.com/contact.html?rghtup=autoOpen

Regards,

Neelam