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Adobe Creative Cloud App "Files" Section Loading Problem

Explorer ,
Jul 04, 2015

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Hi Adobe,

I updated Adobe Creative Cloud App (Windows) and the other applications but Adobe Creative Cloud not synchronising files. When I look at the "Files" section in the Adobe Creative Cloud app I can only see the loading icon turning forever. I tried to re-install Adobe Creative Cloud, I tried removing or renaming opm.db file but still I^m having the problem. I couldn't fix it since two weeks.

adobe-cc-loading.png

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Adobe Creative Cloud App "Files" Section Loading Problem

Explorer ,
Jul 04, 2015

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Hi Adobe,

I updated Adobe Creative Cloud App (Windows) and the other applications but Adobe Creative Cloud not synchronising files. When I look at the "Files" section in the Adobe Creative Cloud app I can only see the loading icon turning forever. I tried to re-install Adobe Creative Cloud, I tried removing or renaming opm.db file but still I^m having the problem. I couldn't fix it since two weeks.

adobe-cc-loading.png

Topics

File sync

Views

435

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Adobe Employee ,
Jul 04, 2015

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Please refer to: App doesn't open | Progress wheel spins continually

Regards

Rajashree

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Explorer ,
Jul 05, 2015

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Hi, Rajshree and thank you for your response. I found that help page before and I tried all the solutions mentioned in the page before and I tried again but still having the issue. Actually the help page that you have sent me is about the problem in the "Apps" section of Adobe Creative Cloud app but I don't have any problem about apps I can see all the apps in the list and I can open or update them. Actually everything works fine except "Files" section in Adobe Creative Cloud app.

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Explorer ,
Jul 07, 2015

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Someone should help!

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Community Beginner ,
Jul 07, 2015

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Hi İlhan

Thank you for bringing this issue to our attention.  In order to further understand the behaviour you are experiencing, can you please provide the following details?.

Adobe ID:
Country:
Creative Cloud Desktop Version:
What Operating systems are you using:
Type of internet connectivity (Ethernet/WiFi):
Using a proxy (Y/N):
Firewall (Corporate/Local):
Timezone of your computer:

Please send us your log files to enable us to better understand your issue.

Mac:

The log files can be found here:

<Mac Hard Drive>/Users/<username>/Library/Application Support/Adobe/CoreSync/CoreSync-YYYY-MM-DD.log

(Please send us all of the CoreSync logs)

Note: The Users Library user folder is hidden on starting with 10.7 or later. This document explains how to show that folder:

http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html

Windows:

The log files can be found here:

C:\Users\<username>\AppData\Roaming\CoreSync\CoreSync-YYYY-MM-DD.log

(Please send us all of the CoreSync logs)

Note: The AppData folder is hidden by default. This document explains how to show that folder:

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html

Please zip the log files up and email them to SyncForum-Communication@adobe.com

Thanks,

Nick

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Adobe Employee ,
Jul 07, 2015

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Hi İlhan Özen,

Could you also check if the process CoreSync is running from Task Manager on Windows please?, the information that Nick asked for above will certainly help us further investigate this issue as well.

Thanks

Warner

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