Libraries not syncing

[michaeln82239712]

I am able so see my CC Libraries in my browser, but when I open the CC Desktop app, they won't sync. Therefor, they don't sync in the design applications either. I've uninstalled, reinstalled, ran CC Cleaner, cleared cache, restarted, etc. No luck. I'm running Sequoia 15.4.1 and the latest CC Desktop app version. I have Admin rights and am the owner of multiple libraries, so I'm getting pretty desperate.

Any advice that I haven't already tried?

[kglad]

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

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

[michaeln82239712]

Saw your comment in another thread and tried it before posting, but still the same result. 

[Tarun Saini]

Hi 

@michaeln82239712

,

Thanks for reaching out! We're sorry to hear about this. Please try the steps mentioned in this community link and let us know if that helps- https://adobe.ly/3ErlsLJ

Regards,

Tarun

[michaeln82239712]

Unfortunately, same result. Spinning wheel / Sync error.

[kglad]

open the apps with the assets your trying to sync and sync from there.

[David__B]

Hi @michaeln82239712

Sorry to hear about your difficulties. Please reach out to and work with our support directly on this issue. Our engineering department has gotten a few reports of this issue lately and is in the process of investigating to determine the causes. The solution will require you to upload your log files from your computer for review and then modify certain config files to resolve the issue. Please reach out to our support here to contact them: 

https://adobe.ly/4lMrMOO

Thanks,

Dave

[michaeln82239712]

Well, I got on a chat and after explaining the issue, I was told "Allow me few minutes to check." and they ended the chat. Is there someone that I can speak with directly?

[kglad]

@michaeln82239712 

check for an open ticket, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[michaeln82239712]

Can you tell me more about the config file modifications?

[kglad]

@michaeln82239712 

follow the suggestion of @David__B 

[michaeln82239712]

FYI -- For everyone that has also tried all of the previously mentioned steps unsuccessfully, I was able to work with an Adobe Engineer to find the problem folder causing my issue. While it may or may not work for everyone, here were the steps I took to fix the issue:

• Close all running Adobe applications.
• In Activity Monitor do a search for all processes with "Adobe" and "Creative" and identify any that are related to Adobe processes and hit Stop. Force stop them if necessary. Exit Activity Monitor when all are gone.  
• Use the "Go > Go to Folder" command in Finder and copy/paste this path "~/Library/Application Support/Adobe/Creative Cloud Libraries/LIBS/"
• Inside the LIBS folder will be a lengthy folder name (ie. 3DA6E0D559C00AB30A495XXX_XXXX.COM). It will be specific to the user, so the names will be different to everyone. Once you locate that folder, delete it.
• Finally, open the Creative Cloud Desktop app or one of the other design applications and the libraries will start to repopulate.