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Problem with shared libraries

New Here ,
May 05, 2022 May 05, 2022

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I got in contact with a client who shared about 1 librariy to my company account. This library does not appear in the libraries panel of any of my apps, not even the CC Desktop app. Does anyone know how to fix this? (I can see the files in the web browser version of Creative Cloud)

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Adobe Employee ,
May 05, 2022 May 05, 2022

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Hi There,

 

We are sorry for your difficulties as you are unable to view a shared library. To investigate the issue could you please share us with the below details:

 

  • What is the OS Version you are using
  • Please share the creative Clod Desktop App Version
  • Please check if the shared library is viewed by others or you could ask to share again and check
  • It would be great if you could share a screenshot of the issue.
  • Also check if you have access to see the library shared.

 

We are here to help, it is just that we need more information.

 

Regards,

Neelam

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New Here ,
May 05, 2022 May 05, 2022

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Hi, sure.

 

  • I'm using macOS Monterey Version 12.2.1
  • I'm using Creatice Cloud Version 5.7.0.1307
  • There are 9 other people who can view the library (at the client, I'm the only one in my office)
  • I can view everything in the library in the web browser.
  • I'm not sure how much a screenshot helps since I don't get any error messages and my Creative Cloud is in Swedish, but sure.

screenshot1.pngscreenshot2.png

As you hoepfully can understand anyways, I can see the folder in the browser version but not in the desktop app. 

 

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Adobe Employee ,
May 05, 2022 May 05, 2022

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Hi There,

 

Thank you for the information. We would recommend you uninstall and reinstall the Creative Cloud Desktop application and then check if it resolves the issue. Please follow the below article link from Solution 2.

 

  • Kill any running Creative Cloud Library process by using the Task Manager on Windows or Activity Monitor on macOS.

    Note that the name of the process is "CCLibrary (32/64 bit)".

  • Quit any running Adobe applications.

     

Use the Creative Cloud Cleaner Tool to clean the Creative Cloud Library.

 

https://helpx.adobe.com/in/creative-cloud/kb/libraries-panel-not-working.html

 

Please let us know if this works. We are here to help you.

 

Regards,

Neelam

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New Here ,
May 09, 2022 May 09, 2022

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Hi,

I tried reinstalling everything but it did not help. I also tried to follow the Cleaner Tool guide, but when I click the link to dowload the tool nothing happens. So I'm stuck here.

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