Syncing to desktop app - need help

[MarcySB]

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

[kglad]

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

[MarcySB]

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

[David__B]

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

[MarcySB]

David,

I actually answered you twice, both times from my computer and obviously they did not go through. So I m trying from a different device.

Yes, assets.adobe.com/assets worked. I looked at the cleaner - I need to spend a little more time with that to be sure I understand it before I use it. I'm sure Adobe used it as well when they removed in before. 

I may try adobe support again, we will see. I've been dealing with a family health issue and have not had time yet. I should have some time now.

Hope you get this one.

Thanks,

Marcy

[MarcySB]

I realize it has bee a while since I posted this. I am trying from a different browser to see if you received this. It looked like it did not even post the first time. The issue is still there, and I am still on the fence about letting Adobe support in again. Just checking in. Thanks.

[kglad]

i suspect, from your original post, that the problems on your computer are related to the adobe cc problem. if that's true you should contact support* (if the issue is important enough to allow them to take over your computer).

if the issue is unrelated to your computer problems, cc reset and repairs** should work.

*

using a browser that allows popups and cookies, contact adobe support by clicking 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

**

reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

if that fails, try to repair
https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html

if that fails go ahead and uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall

if that fails, do a clean cc install following each applicable step:

uninstall every cc app including preferences, https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html
then uninstall the cc desktop app, again using the correct uninstaller, https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...
clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html
check for, and if available, update your os
repair all ms visual c++ versions that can be repaired.
update your ms visual c++, if it can be updated
restart your computer (don't skip this)
reinstall the cc desktop app, https://creativecloud.adobe.com/apps/all/desktop?action=install&source=apps&productId=creative-cloud
if you're unable to download the cc desktop app at this stage, use the link at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html
use the desktop app to install your cc programs/trials

[MarcySB]

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]

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