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eczekner
eczekner
Participant
December 11, 2015
Question

Unable to sync files sue to reaching storage quota - 10GB of 100GBs used, no files in archive

  • December 11, 2015
  • 1 reply
  • 639 views

For the last week I have been unable to sync my files.  I am given the error that I have exceeded my storage quota.  However, I have only used 10GB out of my allowed 100 and there are no files in my archive folder.  CC is also randomly re-adding folders that I have deleted previously.  When I attempt to remove these in the web app, they do not appear in the archive.   Any help would be greatly appreciated.

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1 reply

Ken G. Rice
Community Manager
Ken G. RiceCommunity Manager
Community Manager
December 17, 2015

@eczekner - Just looked at your account metadata and you have 3 folders at the top level in the Archive. Your current storage total is 13.29 GB of 100 GB.

To understand why your files are not syncing the Core Sync team will need to look at the log files. Use the Adobe Log Collector Tool at https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and directly email the logs plus explanation of your problem to `SyncForum-Communication@adobe.com`. Include the url of this forum post in your email.

eczekner
eczeknerAuthor
Participant
December 17, 2015

Thanks for getting back to me.  I was actually able to correct the issue after uninstalling all the programs and the creative cloud app from both of my systems.  I ran the cleaner tool, reinstalled and re-synced and it corrected the issue (which is why you're now seeing 13.29GB and files in my archive). 

However, now whenever I restart one of my computers it refuses to connect to the creative cloud desktop app.  I get an error that it is unable to reach the adobe cloud servers and to check my firewall settings (which are off).

Ken G. Rice
Community Manager
Ken G. RiceCommunity Manager
Community Manager
January 14, 2016

@eczekner - Please report the issue to the Core Sync team per the details in this post from Adobe employee Warner Harress: Re: My files aren't syncing

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