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Team plan: Files not syncing on desktop app

Community Beginner ,
Nov 03, 2023 Nov 03, 2023

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Hi, I have an Adobe Team plan for 5 users. 3 users are facing an issue with the desktop app (Synced Files). The files aren't syncing on the desktop app, but are visible on the web (assets.adobe.com). But there is no error message. We've tried re-installing the desktop app, and speaking to the Adobe customer care chat. But no help so far.

I'm aware Syned Files is being discontiued for Teams in Oct 2024 (in Feb for personal accounts), but why has it suddenly stopped working for a few members of the team?

Anybody else having the same issue?

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File sync

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Community Expert ,
Nov 03, 2023 Nov 03, 2023

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do they have updated cc desktop apps?

 

if so, the should restart their computers and if there's still a sync problem, reset the cc desktop app by making sure it's in the foreground, then press:

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


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Community Beginner ,
Nov 03, 2023 Nov 03, 2023

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Thank you. Tried this. Didn't help.

It almost feels like their desktop app has disconnected itself from the web. If they add a file to the CC desktop folder, nobody else can see it (not even on the web). And they can't see anybody else's files on the desktop app.

Can't find a solution. Have checked firewall settings too.

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Community Expert ,
Nov 03, 2023 Nov 03, 2023

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if it's a cc desktop issue, this is the remainder of the repair sequence:




repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

if that fails, 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 using*


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

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per 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

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" 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

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

 

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Community Beginner ,
Nov 05, 2023 Nov 05, 2023

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Screenshot 2023-11-06 at 11.38.29 AM.pngScreenshot 2023-11-06 at 11.38.40 AM.png

 

I use a mac and the OS version is 12.7.1 I tried doing all the above trouble shooting steps that you had mentioned. Even un-installing. Once I re-installed everything from scratch, I am facing the same issue. Attaching those images for reference. 

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Community Expert ,
Nov 06, 2023 Nov 06, 2023

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@Solaiappan 

 

what problem are you having?

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