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jaquelinaf69597554
Participating Frequently
December 12, 2023
Question

Retrieving missing files from Creative Cloud

  • December 12, 2023
  • 2 replies
  • 1065 views

Hello, 

I had been saving files into the Creative Cloud for several weeks. My Mac Mini just crashed and I tried to access my CC files online. However, many of the most recent files I had saved are missing. Is there any way to retrieve them? 

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    2 replies

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    December 13, 2023

    This won't help the original person with lost files, but For anyone else reading this...
    You should always have a local copy of all files, including account information
    Make a text file with your account information and copy it + files to an external device
    If you don't have space on your computer drive use an external drive for files
    A USB flash drive to keep in a safe place... here are 2, there are many more available
    PNY brand https://www.amazon.com/PNY-512GB-Turbo-Attach%C3%A9-Flash/dp/B0BF5VHLBZ
    SanDisk https://www.amazon.com/SanDisk-512GB-Ultra-Flash-Drive/dp/B083ZLJ5MG
    Other flash drives are 1 or even 2 Terabytes
    Formatting a flash drive https://www.usbmemorydirect.com/blog/flash-drive-format-types/

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 12, 2023

    use a browser. there are several tabs and link to check:

     

    https://assets.adobe.com

    https://lightroom.adobe.com

    https://documentcloud.adobe.com

    https://spark.adobe.com

    J
    jaquelinaf69597554Author
    Participating Frequently
    December 12, 2023

    Thank you @kglad 

    I'm using a browser to access my CC files and checked all those links. I can see that many of my files, but not the ones I saved in the last week.

    Because the CC files that I need are not showing in the folders in the browser, could they still be there, or are they completely lost? 

    Restoring the hard drive is costly in time and $$.  Is there any chance the files will be if I pay to restore the hard drive?

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    December 13, 2023

    Hello again. I'm not sure what my subscription is called, I've had it for several years. I checked my account on the CC on my phone (I'm away from my computer right now) and I don't see any details with the type of account name.

     

    in case it helps, it's a personal account with PHotoshop, illustrator, Lightroom and Premier. It gives me  124 GB of space in the cloud (it says I'm using 28% at the moment). When I worked on Photoshop, or when I was saving scans of my art as jpegs, I had been saving files in a folder in the creative Cloud that I called "2023" which had several sub folders. This folder was not local to the hard drive, it was on the creative cloud (in the same way that iCloud is). Since the crash last Saturday, the most recent folders in the 2023 folder have disappeared. I checked all the folders you linked in your first message a couple of days ago and I see the 2023 folder but not the most recent files I had saved.

     

    Just to clarify, i was using that folder as the iCloud or Dropbox. But now the files that I had saved in Dropbox and iCloud are there, but the most recent files I had saved to CC in the 2023 folder are missing. They were there on Friday, but are not there right now.

     

    ive been thinking about this a lot and I had a few of the files open in PS before my Mac crashed. Any chance that has anything to do with this?  I'm still missing many files in the 2023 folder that had been saved days before and weren't open.

     

    i hope this provides more clarity--if not, please let me know.

     

    many thanks!

     


    ok.

     

    you posted in the enterprie&teams forum so i'll move to the correct forum.

     

    contact adobe support and ask if they can see your missing files. there are 2 ways to contact adobe; chat and twitter (now x):

    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/x:
    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.

     

     

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