Can't sync via Desktop folder

[Moviesign_wciu]

My boss is having an issue with file syncing and I've been tasked with solving it. If he tries to sync files through the Creative Cloud Files folder in his Home folder, it fails with an "unable to sync" message. File type/name/size don't seem to matter as everything fails. If he uploads via the website it works fine AND shows up in the Creative Cloud Files folder as expected. It's only when trying to upload by placing files in the Creative Cloud Files folder that files fail. Tried logging out/in, turning sync off/on, no joy. He's running Mac OSC 10.8.4.

[wharress]

Hi,

Can you send me your log files please?. You can find them in the following locations:

Mac:

/Users/<username>/Library/Application Support/Adobe/CoreSync

Windows:

C:\Users\<username>\AppData\Roaming\Adobe\CoreSync

'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:

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

https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)

Please send upload them to Creative Cloud and send me a link at harress@adobe.com

Also you can check out these links for tips:

-https://forums.adobe.com/community/creative_cloud/host_sync

-http://helpx.adobe.com/creative-cloud/help/sync-settings.html

-http://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html

-Size Limits https://forums.adobe.com/thread/1488242

-sync and email link http://forums.adobe.com/thread/1427516?tstart=0

-Phantom folder problem https://forums.adobe.com/thread/1490445

Error: "Unable to sync files"

[Moviesign_wciu]

Thank you for your response. I got my boss' log file from yesterday and posted it to my CC files folder and emailed you a public link.

Appreciate the help! Let me know if you need anything else.

[wharress]

Hi,

I can see from your log files that your running into this issue:

Request Failed. ErrorCode: 504 message: HTTP Status 5xx (Server Error). HTTP/1.1 504 Gateway Timeout.

There seems to be something stoping you from connection to Creative Cloud, your computer is trying to connect but can for some reason. Are you having networks issues right now?, this is the only thing I can think of that would be stopping you other than a firewall or antivirus. Could you try again or try on another machine?

Thanks

Warner

[Moviesign_wciu]

We have what I call an electronic babysitter that won't let us access certain websites, but IT assures me that can't be the cause. But I'll have them take over since it appears to be a network issue and not something with the application itself. Thank you much for the insight and assist!

[wharress]

Hi.

No problem, please let us know how you get on with this issue.

Thanks

Warner