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blackiedesign
Known Participant
March 19, 2022
Answered

Infinite Syncing loop - Max OS 12.3

  • March 19, 2022
  • 2 replies
  • 3396 views

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. 

 

This topic has been closed for replies.
Correct answer Neelamk

Neelam,

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

Did you manage to find anything in the logs?


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

2 replies

A
Andrea23154897sd0z
Participating Frequently
March 21, 2022

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
    Neelamk
    Brainiac
    March 21, 2022

    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
    Neelamk
    Brainiac
    March 22, 2022

    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.

     

     


    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

    Neelamk
    Neelamk
    Brainiac
    March 21, 2022

    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:

     

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

     

    Regards,

    Neelam

    B
    blackiedesignAuthor
    Known Participant
    March 21, 2022

    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
    Neelamk
    Brainiac
    March 21, 2022

    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

     

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