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MacBook Pro Intel Ventura 13.4.1 - CC Desktop App Will Not Sync Files

New Here ,
Jul 17, 2023 Jul 17, 2023

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Subject describes the problem which Adobe "Support" has not been able to resolve after 2 weeks of back-and-forth.

 

The steps I've taken so far in no particular order:

  • Uninstalled and reinstalled all CC Apps
  • Uninstalled and reinstalled CC Desktop App
  • Uninstalled using Adobe tool
  • Force quit and restart CoreSync
  • Deleted CoreSync user folder
  • Deleted CoreSync database files
  • Logged in to CC from new Admin account
  • Reset PRAM and SMC
  • Repaired disk permissions
  • Deleted caches
  • Deleted all Adobe preferences
  • Disabled Core Sync Finder extension
  • Booted in Safe mode
  • More restarts and cold boots than I can count.

 

Officially tearing my hair out now. Has anyone been able to successfully resolve an issue like this?

TIA

 

TOPICS
Cloud storage web assets , File sync , Libraries

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correct answers 1 Correct answer

Adobe Employee , Jul 27, 2023 Jul 27, 2023

Hi @DazedConfusedbyCCSync,

 

Thanks for the info. Could you please let us know if you're using shared folders that belong to other users?

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Community Expert ,
Jul 17, 2023 Jul 17, 2023

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is your sync folder on the non-root of your os drive?

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New Here ,
Jul 17, 2023 Jul 17, 2023

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Yes, it is. 😞

 

I moved it from external drive to my user folder and also to a new admin user at the prompting of Adobe support. Even tried setting up a user without admin rights and had no luck with that.

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Community Expert ,
Jul 17, 2023 Jul 17, 2023

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you moved it?

 

so after moving to your os drive (and NOT in the root), you add a bitmap to the folder , for example, and it fails to sync?

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New Here ,
Jul 17, 2023 Jul 17, 2023

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Yes. First I tried with a few image files and then with a folder. Those items did not sync to cloud storage. 

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New Here ,
Jul 17, 2023 Jul 17, 2023

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Did I understand your definition of bitmap correctly? 

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Community Expert ,
Jul 17, 2023 Jul 17, 2023

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yes, an image file.

 

copy and paste here a screenshot of your sync folder location

 

kglad_0-1689626041926.png

 

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New Here ,
Jul 17, 2023 Jul 17, 2023

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~/users/me/Creative Cloud Files

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Community Expert ,
Jul 17, 2023 Jul 17, 2023

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copy and paste here a screenshot of your sync folder location

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New Here ,
Jul 21, 2023 Jul 21, 2023

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UPDATE:

I had a remote session with an escalated level of support and they ruled out the folder location as a factor. They also ran the Charles Proxy app to log the network traffic related to CC. After a few days they came back and scheduled another session for next week to "fix the sync issue." Fingers crossed that they've figured it out.

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Community Expert ,
Jul 21, 2023 Jul 21, 2023

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thank you for the update.

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New Here ,
Jul 25, 2023 Jul 25, 2023

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UPDATE 2:

 

Well, after yet another reomote support session without a fix, the issue has now been officially designated a bug by the CC Developers:  

 

"I had shared the case logs and all the issue details with the engineering team member. They have logged a bug for the same and are working on it to get to the root cause of the issue and fix it. The Bug number is ACPLSUP-4205491 and it will take some time to fix." - Adobe Customer Care

 

Resolution? At this point, who knows? At least I know that the fault is really in the stars and not ourselves...

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Community Expert ,
Jul 25, 2023 Jul 25, 2023

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sorry to hear that, but thanks again for the update.

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Adobe Employee ,
Jul 25, 2023 Jul 25, 2023

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Hi @DazedConfusedbyCCSync ,

 

Could you please try to permanently delete few items from the archive folder or restore them and let us know if that helps to resolve the issue?

 

Regards,

Tarun

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New Here ,
Jul 25, 2023 Jul 25, 2023

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Tried that in both directions, so did Adobe support and it would not sync from from the web or from the desktop.The Charles Proxy logs also shows the authenication handshake working properly. The fact that this suddenly cropped up without any recent changes to the files on either end suggests that this is a more fundamental issue with the sync process.

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Adobe Employee ,
Jul 27, 2023 Jul 27, 2023

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Hi @DazedConfusedbyCCSync,

 

Thanks for the info. Could you please let us know if you're using shared folders that belong to other users?

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New Here ,
Jul 31, 2023 Jul 31, 2023

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UPDATE 3: IT LIVES!

 

On a hunch I cleared the web trash folder, uploaded new items directly to web storage, trashed those items, then cleared the trash again. After each of those steps I tried to sync for about 15 mins and nothing happened until the last step when the sync picked up immediately. 

 

Not sure why that worked since I wasn't logging anything, but I'm grateful it did.

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Community Expert ,
Jul 31, 2023 Jul 31, 2023

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thanks for that update, too.

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