Permanently deleting files isn't working - Creative Cloud Storage

[Numidiaa]

Hello,

I've been using CC for a while now and I'm getting close to reaching the file size limit.

I tried permanently deleting old projects on the "Deleted" location under my Synced Files, however, even after receiving the confirmation message that the assets were deleted, after I refresh the page all the folders reappear and it's as if I haven't done anything.

Here is a video I made showing exactly the issue: https://youtu.be/Regke3nP05k

Anyone experienced this issue before and is there any solution?

[Tarun Saini · Accepted solution]

Hi @Numidiaa,

Welcome to the community! We're sorry to hear about this. Could you please tell us the following information:

1. How old are these deleted assets?
2. Are these cloud documents or a mix of synced files as well?
3. Is it happening for all the deleted assets, i.e., any file created recently and tried?
4. Do these assets belong to you, i.e. I mean do you have written permission prior to deletion?
5. Did you try to restore any files and then tried permanent deletion again? If not, try to do it and share the HAR file with us via the cloud link. Here is the link to generate the HAR file:- https://www.youtube.com/watch?v=m98WFEXbhIs
6. Please share the result of this as well in a separate HAR file.

Regards,

Tarun

[Numidiaa]

Hi @Numidiaa,

Welcome to the community! We're sorry to hear about this. Could you please tell us the following information:

1. How old are these deleted assets?
2. Are these cloud documents or a mix of synced files as well?
3. Is it happening for all the deleted assets, i.e., any file created recently and tried?
4. Do these assets belong to you, i.e. I mean do you have written permission prior to deletion?
5. Did you try to restore any files and then tried permanent deletion again? If not, try to do it and share the HAR file with us via the cloud link. Here is the link to generate the HAR file:- https://www.youtube.com/watch?v=m98WFEXbhIs
6. Please share the result of this as well in a separate HAR file.

Regards,

Tarun

By @Tarun Saini

Hey there,

Thank you for taking the time to provide assistance for my issue.

To answer your questions:

1- These assets range all the way from the middle of December till a few days old.

2- They are all synced files, no cloud documents are present.

3- I managed, a couple hours ago, to permanently delete a project I made a week ago. I also tried creating just a dummy folder just now and permanently deleting it and that also worked.

4- All those assets belong to me, I created those folders and have write permissions to them.

5- Yes I have tried restoring those deleted folders and then deleting them again, that doesn't work either.

6- You will find the Har file in this link: https://drive.google.com/file/d/1brjby5PmzAIVy0vqDSha3mGU487Lg0_z/view?usp=sharing

[Tarun Saini]

Hi @Numidiaa,

Thanks for your response. I have shared the information with the engineering team. I will keep you posted if they want to have any information from you or if  I hear anything from them.

Regards,

Tarun

[Tarun Saini]

Hi @Numidiaa,

I hope you're doing well. Could you please try again and let us know if you can permanently delete the files from the deleted folder? If that doesn't help, please share the HAR file again with us.

You can see this video to generate the file:https://www.youtube.com/watch?v=m98WFEXbhIs

Regards,

Tarun

[Numidiaa]

Hey there @Tarun Saini ,

I don't know what magic you pulled but I managed to delete those old projects that were taking space and some space actually got freed-up!

However, after that, I went ahead and deleted EVERYTHING in my Creative Cloud Storage, but for some reason it still shows 42.8 GB being used on the Creative Cloud Desktop app. As is shown on this video: https://youtu.be/2y6JSkAFmFI 

Any idea why this is happening and how I can get rid of these last 42 gigs?

Thank you in advance!

[kglad]

@Numidiaa 

to clear or check all files stored on adobe's servers, use a web browser to navigate to the following locations. at each location there are several folders to check.:

https://assets.adobe.com  (be sure to check "launch more" here)

https://lightroom.adobe.com

https://documentcloud.adobe.com

https://spark.adobe.com

if you delete anything from any of these locations, check for a deleted folder where your file(s) was (were) moved. if you want to clear space you must delete files in the deleted folder.

[Numidiaa]

Hey there @kglad ,

Thank you for taking the time to assist me with my issue.

It seems all these locations you showed are completely empty for me, including the "deleted" folder of Creative Cloud Storage. I also tried making a dummy project with just one file of 100MB inside and deleting that, and it's as if the file still exists on Adobe's servers even tho I can't see it at all on my end, those 100MB still show on my storage limit.

Either way this is a different issue now, I guess I will contact Support about it, for now the initial issue is solved.

Thank you for your assistance everyone!

[kglad]

you're welcome.

there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[Tarun Saini]

Hi @Numidiaa,

Would you like us to delete the files which are there in the archive folder?

[Numidiaa]

Hey there @Tarun Saini ,

Yes I would love for you to delete my files which are in the archive folder , and hopefully that should be the end of my issues at last!

Thank you so much for your assistance once again.

[Tarun Saini]

Hi @Numidiaa,

Could you please try again and let us know if you can permanently delete the files? If you cannot do so, please share the HAR file again with us.

You can see this video to generate the file:https://www.youtube.com/watch?v=m98WFEXbhIs

Regards,

Tarun

[Numidiaa]

Hey there @Tarun Saini ,

Thanks to your assistance I managed to free up a bunch more space, Customer Support also helped me tie up the loose ends and thanks to you and them I now have a storage that reflects exactly what I have uploaded to it.

Thank you so much again for your assistance and I wish you a great day!

Regards,

Numidia.

[Tarun Saini]

Hi @Numidiaa,

Thanks for informing us. Feel free to contact us when you see any issues while using the Creative Cloud app.

Regards,

Tarun