Problemas con Adobe Cloud - No sincroniza archivos

New Here ,
Mar 03, 2022 Mar 03, 2022

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Buenos dias tengo el siguiente problema con Adobe Cloud, no me sincroniza mis archivos. Tengo el espacio de almacenamiento libre, y mi plan es de 1TB Anotación 2022-03-03 130802.jpg

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Cloud storage web assets , Collaboration , File sync , Libraries

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Adobe Employee , Mar 10, 2022 Mar 10, 2022
Hi Diego, Could you please check and confirm if the sync issue is resolved now. Regards, Neelam

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Adobe Employee ,
Mar 03, 2022 Mar 03, 2022

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Hi Diego,

 

We are sorry to hear about all your difficulties with Adobe Cloud as it is not syncing your files. Would you help us know if you are talking about the Creative Cloud Application? Also could you please help us understand more about your issue by providing the below information:

1. What operating system are you using?

2. Is this on your iPad or your computer?

3. What browser version are you using?

4. If iPad, What iOS version are you using?

5. Does the same thing occur in all browsers?

6. Has it always done this or is this something that just started happening recently?

 

Also, if it is Creative Cloud App sync issue try the steps outlined on this document and see if they resolve this issue: https://helpx.adobe.com/in/creative-cloud/kb/arent-my-files-syncing.html

 

Let us know how it goes.

 

Regards,

Neelam

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New Here ,
Mar 03, 2022 Mar 03, 2022

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Hola, gracias por responder, mas abajo le respondo sus preguntas

1. ¿Qué sistema operativo está utilizando?

Windows 10 Home 64 bits

2. ¿Está esto en su iPad o en su computadora?

Computadora

3. ¿Qué versión del navegador está utilizando?

Chrome ultima versión 

4. Si es iPad, ¿qué versión de iOS está utilizando?

5. ¿Ocurre lo mismo en todos los navegadores?

El problema ocurre al sincronizar mis archivos desde el programa de Adobe Creative Cloud. Si me conecto desde el navegador puedo usar bien. El inconveniente es que mis archivos no se actualizan en Creative Cloud Files del explorador de windows Adjunto imagen)

6. ¿Siempre ha hecho esto o es algo que acaba de comenzar a suceder recientemente?

Comenzo a suceder desde hoy 03/03/2022

 

Estuve observando el enlace que me envio, y el problema es el siguiente: 

Captura de pantalla 2022-03-03 201527.png

Creo que ya espere lo suficiente...

 

 

Captura de pantalla 2022-03-03 201025.png

 

2.png

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Adobe Employee ,
Mar 04, 2022 Mar 04, 2022

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Hi Diego,

 

Thank you for the details provided. Could you please also click on More info as shown in the image attached and share the information?


Also, let us know if you have collaborated the folder with others? 

 

We have seen instances of this error occurring in the past when collaborating a folder with others and one of the collaborators runs out of space. Once this occurs, anyone who attempts to sync files within the collaborated folder would receive a server error message, not just the collaborator.

 

You can check if you have collaborated folders by going to this web address:

https://assets.adobe.com/files?filter=shared

 

If you do see folders at that web address that means you have collaborated folders.

 

If you do have collaborated folders, you might want to ensure whoever you are collaborating with has free space:

https://assets.adobe.com/activity/settings

 

and recommend that they empty their online archive here:

https://assets.adobe.com/files?filter=archive

 

 

You can also try the below steps once the above-mentioned steps are checked and performed:

 

1) Completely sign out of Creative Cloud.

 

2) Delete the Creative Cloud Files folder. (FIRST check the Creative Cloud files in the cloud via a web browser to make sure everything is there. if not move the contents of your CCF folder to a temporary folder .. just as "Temporary" or any name of your choice)

 

3) Sign back into Creative Cloud.

After it is resynced, You can place a new folder in the CCF folder 

 

 

Please let me know if this helps,

 

Regards,

Neelam

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New Here ,
Mar 07, 2022 Mar 07, 2022

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Buenos dias, realice todos los pasos que menciono pero igualmente el problema persiste.

Borre la carpeta de CCF, tambien elimine todos los archivos, dejando vacio. 

Luego de varias pruebas verifique que el problema se da cuando creo archivos o carpetas nuevas, cuando elimino cualquier archivo o cuando cambio el nombre de algun documento. Cuando copio y pego o actualizo algun archivo funciona. 

error.jpg

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Adobe Employee ,
Mar 07, 2022 Mar 07, 2022

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Hi Diego,

 

We appreciate your time in performing the resolution steps provided by us and also understand that it is frustrating. We recommend you to please perform the below steps as this might fix the issue:

 

Please delete the CoreSync database files and it seems to have solved my problem.

 

Quit the Creative Cloud desktop app.

Note: Make sure to close all CC Apps as well before proceeding.

 

Go to:

 

Windows:

C:\Users\<username>\AppData\Roaming\CoreSync

 

And delete any file that has *.db (or a variation such as *.db-wal)

 

Restart the Creative Cloud desktop app.

 

Please let us know if this helps. If not, we will be able to engage our team to look into what's been happening on your account.

 

Regards,

Neelam

 

 

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New Here ,
Mar 07, 2022 Mar 07, 2022

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Buenas. Realice todas sus indicaciones, al principio funciono, sincronizo mis archivos pendientes, pero al crear una carpeta nueva volvio a tener el mismo error.

 

Captura de pantalla 2022-03-07 192309.png

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Adobe Employee ,
Mar 08, 2022 Mar 08, 2022

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Hi Diego,

 

To investigate the issue could you please share CoreSync Log file 

 

The logs are located at

 

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

 

 

Note: where YYYY-MM-DD indicates the date of the last log. Please zip them up and send them to SyncForum-Communication@adobe.com with this forum URL in the email.

 

Regards,

Neelam

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New Here ,
Mar 09, 2022 Mar 09, 2022

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Buenos dias. tengo una duda, el archivo .log no encuentro en esa ubicación. Le adjunto mi pantalla.

Por favor si me ayuda a ubicar. 

 

Anotación 2022-03-09 073903.jpg

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Adobe Employee ,
Mar 09, 2022 Mar 09, 2022

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Hi Diego,

 

Please check the location you entered it should be CoreSync after Roaming not Adobe.

 

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

 

Let me know if it is confusing.

 

Regards,

Neelam

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New Here ,
Mar 09, 2022 Mar 09, 2022

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Buenos dias.

La carpeta no se encuntra en esa ubicacion (C:\Usuarios\<nombre de usuario>\AppData\Roaming\CoreSync\) 

En la unica carpeta que ubique es en C:\Usuarios\<nombre de usuario>\AppData\Roaming\Adobe\CoreSync\

qq.jpg

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New Here ,
Mar 09, 2022 Mar 09, 2022

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Anotación 2022-03-09 101508.jpg

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Adobe Employee ,
Mar 09, 2022 Mar 09, 2022

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Hi Diego,

 

Sorry for the confusion. Please find the correct location for the Log file as below:

 

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New Here ,
Mar 09, 2022 Mar 09, 2022

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Ahora mismo acabo de enviar el archivo log al mail que me indico.

 

Si, el problema de sincronización se suele dar al eliminar, cambiar nombre y a veces al modificar.

 

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Adobe Employee ,
Mar 09, 2022 Mar 09, 2022

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Hi Diego,

 

Could you please share the log file here as well?

Also, we would like to inform you if you've completed all of the troubleshooting mentioned in this discussion and this article https://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html and are continuing to have difficulties We would recommend reaching out to and working with our support directly.

 
If you receive an "Unable to sync files" or otherwise are unable to sync files to the Creative Cloud, try these file-naming guidelines and troubleshooting tips.
 
Welcome to Adobe Customer Care. Sign in to your account to contact us.
 
Regards,
Neelam

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New Here ,
Mar 09, 2022 Mar 09, 2022

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Hasta ahora no me sirvio ninguno de las instrucciones que me recomendo. Esto es bastante molesto ya que no puedo trabajar con este problema. Creative Cloud Files me facilita bastante para almacenar mis archivos y ahora no puedo utilizar. Le comparto mi archivo .log

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Adobe Employee ,
Mar 10, 2022 Mar 10, 2022

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Hi Diego,

 

Thank you for the log file. We understand your frustration. We have updated the log files to our engineering team who are working on the issue and trying their best to resolve it. From our end, we will let you know if there is any update from them. We would still recommend reaching out to and working with our support directly.
Please contact them here: https://helpx.adobe.com/contact.html?rghtup=autoOpen

 

Regards,

Neelam

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Adobe Employee ,
Mar 10, 2022 Mar 10, 2022

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Hi Diego,

 

Could you please check and confirm if the sync issue is resolved now.

 

Regards,

Neelam

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Community Beginner ,
Mar 10, 2022 Mar 10, 2022

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Hi

Neelam
the problem keeps going

[image: image.png]

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New Here ,
Mar 12, 2022 Mar 12, 2022

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LATEST

Buenos dias, ahora se soluciono. Muchas Grcias

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Community Beginner ,
Mar 09, 2022 Mar 09, 2022

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Tengo el mismo problema y ninguna de las soluciones funciona.

¿Qúe mas puedo hacer?

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Adobe Employee ,
Mar 09, 2022 Mar 09, 2022

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Hi There,

 

We are sorry to hear about all your difficulties with Adobe Cloud as it is not syncing your files.

 

Could you please share the Log file with us through location:

C:\Users\abseth\AppData\Local\Temp\CreativeCloud\CoreSync

 

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.

 

Check this link to collect the logs: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
Once you have the logs, please share the zip file with us.

 

Regards,

Neelam

 

 

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Adobe Employee ,
Mar 10, 2022 Mar 10, 2022

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Hi there,

 

Could you please check if the sync issue is resolved for you now .

 

Regards,

Neelam

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Community Beginner ,
Mar 10, 2022 Mar 10, 2022

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Hi Nelam

the problem keeps going


[image: image.png]

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Adobe Employee ,
Mar 10, 2022 Mar 10, 2022

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Hi There,

 

We are sorry to hear that you are still facing the sync issue. Could you please share the log file with us? Our engineering team is working on it and will be resolved soon.

 

Regards,

Neelam

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