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A
ArtsInspired
Participant
June 9, 2015
Answered

My files frequently are missing or randomly sent to an Creative Cloud (Archive) folder on my desktop.

  • June 9, 2015
  • 2 replies
  • 1033 views

When I save files to the Creative Cloud, they frequently end up missing or randomly sent to an archive on my desktop. I only have about 1/4 of the space used for my Cloud account. Not everything moves over, and it isn't based on size or date added. I have many, many missing files now that have vanished from the Cloud and are not in my archive. Now files that were in the archive are also missing and others have reverted back to old versions. Please let me know why this is happening and how it can be prevented.

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Correct answer wharress

Hi,

Can you please send us your log files to enable us to better understand your issue, and supply us with the following details.

Adobe ID:
Creative Cloud Desktop Version:
OS:
Type of internet connectivity (LAN/WiFi):
Using a proxy (Y/N):
Firewall (Corporate/Local):

Mac:

The log file can be found here:

<Mac Hard Drive>/Users/<username>/Library/Application Support/Adobe/CoreSyncSync/CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The Users Library user folder is hidden on starting with 10.7 or later

see http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html

Windows:

The log file can be found here:

C:\Users\<username>\AppData\Roaming\CoreSync\CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The AppData folder is hidden by default this doc shows how to show it if needed

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html

Please zip them up and send them to SyncForum-Communication@adobe.com with this forum URL in the email.

Thanks

Warner

2 replies

wharress
wharressCorrect answer
Participating Frequently
June 10, 2015

Hi,

Can you please send us your log files to enable us to better understand your issue, and supply us with the following details.

Adobe ID:
Creative Cloud Desktop Version:
OS:
Type of internet connectivity (LAN/WiFi):
Using a proxy (Y/N):
Firewall (Corporate/Local):

Mac:

The log file can be found here:

<Mac Hard Drive>/Users/<username>/Library/Application Support/Adobe/CoreSyncSync/CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The Users Library user folder is hidden on starting with 10.7 or later

see http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html

Windows:

The log file can be found here:

C:\Users\<username>\AppData\Roaming\CoreSync\CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The AppData folder is hidden by default this doc shows how to show it if needed

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html

Please zip them up and send them to SyncForum-Communication@adobe.com with this forum URL in the email.

Thanks

Warner

M
mrTmoore
Participant
November 6, 2017

We have the same ongoing issue with Creative Cloud.

Our files and folders are archived randomly or go missing.  This issue has been ongoing for some time now and is starting to interfere with our daily workflow, this is a very disruptive issue and we would like some help to resolve it soon.

None of the team who use CC have accidentally deleted any of our files/folders.  It happens outside office hours, late at night or very early in the morning.  In our work place we are all on Windows 10 machines, some of the team have Macs at home that sync to our CC folder.

We have lost so much time trying to fix this (ie restoring from the Archive folder)  Also, it is hard to find the right type of Support to get this problem fixed, every time I go to Adobe support link it just sends me round in circles, so frustrating.

Really hope you can help us?

Thanks,

Grahame

David__B
Adobe Employee
David__B
Adobe Employee
December 14, 2017

Hi Grahame,

Sorry for the delayed response. I've seen some other reports of this in the past and generally need to collect detailed info about your setup and then work with engineering to get it addressed. Has the issue still been happening?

Thanks,

- Dave

Sheena Kaul
Sheena Kaul
Legend
June 9, 2015

Hi Tom,

I would advise you to Contact Customer Care in order to report your issue as this is a known bug for which you will be provided the workaround.

You may also refer to the help document below:

User files missing‌

Hope that helps!

Regards,

Sheena

E
ErikSpoonerAdAge
Participant
December 14, 2017

Can someone clarify HOW to contact customer care, or address this in some real way on the forums? I'm being sent into an endless loop redirecting me back to the forums and this topic is repeatedly coming up on multiple threads. It's not us. When going through the customer care contact links, chat and phone options are never presented to me.

I am also experiencing this same issue repeatedly. We had 104,000 files disappear over night on our team--the second time something like this has happened since November. Our Creative Cloud enterprise account is a mission critical component of our work, not a feature, and it's starting to feel like Adobe's investment in this resource is misaligned to the price they're charging for it.

David__B
Adobe Employee
David__B
Adobe Employee
December 14, 2017

Hi Erik,

For Enterprise please go through the Admin Console to contact support. It should present you phone and chat options specifically for Enterprise. You may need to work with whoever is the administrator of your Enterprise account to do so.

If you're still having difficulties please let me know.

Thanks,

- Dave

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