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M
MarcySB
Inspiring
March 15, 2022
Question

Syncing to desktop app - need help

  • March 15, 2022
  • 2 replies
  • 1714 views

I apologize upfront as this is a long issue/post. I had some issue with my computer several months ago and have had issues with Adobe desktop Creative Cloud app syncing ever since. I can't describe the issues except to say I had 2 Microsoft accounts on the computer, they crossed wires, and a computer guy had to bypass the Microsoft login to get me into the computer. I have since totally deleted the second Microsoft account (it was a work account). Now I have one Microsoft login which is used for Word, Excel, etc. The computer login lock screen is a local login that does not have the option to change it. I am on a 64-bit Windows 10 home computer.

 

This all leads to the Adobe issue. On the desktop app, the only files I see are Your Libraries. All the others (Your files, Shared with you, and Deleted) say I'm not connected - please see attached screenshot.

 

I've had Adobe remote in twice. All that has happened is they check settings, uninstall and reintsall the application, and it still does not work. I asked both times if it could be a service, and each time the remote was disconnected at that point.

 

Short of wiping the computer, which I really don't want to do, I'm hoping there is a computer geek here who can give me some system-type things to try. Let me know if I can provide any other information to help troubleshoot this.

 

I appreciate any help I can get. I can download files I create, but then I can't work on them in the cloud anymore.

 

Thanks,

Marcy

This topic has been closed for replies.

2 replies

David__B
Adobe Employee
David__B
Adobe Employee
March 16, 2022

Hi Marcy,

Sorry to hear about your difficulties. In additional to the suggestions from Kglad I'd be curious if this page loads successfully for you https://assets.adobe.com/files


This would help determine if something is blocking access such as your hosts file or anti-virus software.

 

The cleaner tool which you referenced is here and could help if the issue is related to some kind of issue with the Creative Cloud desktop app installation: https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html

 

It might also be worth trying Adobe support again, just let them know what has been tried previously
https://helpx.adobe.com/contact.html?rghtup=autoOpen

Best,
Dave

M
MarcySBAuthor
Inspiring
July 17, 2022

I just spent 20 minutes on a chat. I got 2 whole responses in that time, and then Wilma cut me off. I STILL after 6 months cannot get help on this issue. Right now, I'm fed up with Adobe support!!!

kglad
kglad
Community Expert
July 18, 2022

sorry about that.  you should try again when you have something to do on your computer so you don't waste your time.

kglad
kglad
Community Expert
March 15, 2022

check your account to verify your subscription is what you expect and to verify your adobe id, https://accounts.adobe.com

 

then, if your account shows your subscription, sign out and then back in to your cc desktop application using the same adobe id used to verify your subscription: http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

M
MarcySBAuthor
Inspiring
March 16, 2022

kglad,

 

Thank you so much for this response. Unfortunately this did not work. I did a little more digging and found someone else in the community with similar issues. They talked about using some kind of cleaner (which I'm pretty sure Adobe did when they remoted in) on a file called Core Sync. This sounds a little dangerous.

 

Based on what I found, I did look at the Task Manager to see if maybe this Core Sunc thing was missing. It is there and running. I've attached screen shots with the Adobe listings under the Apps tab, the Processes tab, and the Details tab in the Task Manager. Hopefully you or someone knows more than I do and can tell if this all looks OK or if something is missing or needs to be fixed.

 

If not, I may need to live with this issue until my next computer in a few years or until I bite the bullet and wipe this one.

 

Thanks again for your help. It is greatly appreciated.

Marcy

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