Unremoveable 7.6GB of phantom files on my creative cloud storage

[elemail75]

I just got a subscription which comeswith the  20GB of cloud storage but upon install, it says I have used up 7.6GB of space our of the 20GB. I cannot find the source of this 7.6GB. My Files, Archieve folders are clean and empty. I tried reinstalling the cloud app, uploading some files and deleting them and purging them from archive but still this 7.6GB lingers around. Because of this I am unable to sync all my files cos i exceed the limit but my files are only 17GB well below the 20GB quota. Anyone else has this problem or have an answer?

[Ken G. Rice · Accepted solution]

There was a metadata problem that caused the files to not be visible. They have been placed in a folder named "Recovered 2016-10-14 22-25-02 UTC". If no longer needed you can Archive and then Permanently Delete the folder.

[David__B]

Moving to File Hosting, Syncing, and Collaboration

[j_salamanca]

Hi. I have a similar problem (6GB used of 20GB) but everything is empty:

• files
• review links
• libraries
• shared with you
• deleted
• lightroom photos
• mobile creations

Thank you!

[kglad]

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_salamanca]

Thank you for your answer. I already used a browser, but everything is empty.

[kglad]

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

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


if that fails, contact adobe support.  there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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.