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Cloud files not syncing; desktop app stuck on "Getting storage information"

New Here ,
Sep 04, 2020

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Issue:

  • Changes made in "Your Work" tab of desktop app do not sync to assets.adobe.com
  • Folders created on assets.adobe.com show up in desktop app as "Online only" and files moved to those folders are not displayed in desktop app. 
  • In the desktop app, clicking the cloud icon in the toolbar shows an unmoving progress bar stuck on "Getting storage information." (see attached)
    Screen Shot 2020-09-04 at 9.30.48 AM.png

 

Attempted Troubleshooting:

  • I've logged out and quit Adobe CC, restarted my computer, etc.
  • I'm not having any internet connectivity issues
  • I'm well under my storage quota
  • There are no reported outages on status.adobe.com
  • No errors are displayed in the app
  • No options.tix file or log files are present in CoreSync folder on my computer

Topics

Cloud storage web assets, Collaboration, File sync

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50

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Cloud files not syncing; desktop app stuck on "Getting storage information"

New Here ,
Sep 04, 2020

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Issue:

  • Changes made in "Your Work" tab of desktop app do not sync to assets.adobe.com
  • Folders created on assets.adobe.com show up in desktop app as "Online only" and files moved to those folders are not displayed in desktop app. 
  • In the desktop app, clicking the cloud icon in the toolbar shows an unmoving progress bar stuck on "Getting storage information." (see attached)
    Screen Shot 2020-09-04 at 9.30.48 AM.png

 

Attempted Troubleshooting:

  • I've logged out and quit Adobe CC, restarted my computer, etc.
  • I'm not having any internet connectivity issues
  • I'm well under my storage quota
  • There are no reported outages on status.adobe.com
  • No errors are displayed in the app
  • No options.tix file or log files are present in CoreSync folder on my computer

Topics

Cloud storage web assets, Collaboration, File sync

Views

51

Likes

Translate

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Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Most Valuable Participant ,
Sep 04, 2020

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New Here ,
Sep 04, 2020

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No dice!

 

  • FAQ — No FAQs relevant to issue
  • Sync Settings — Article/feature out of date
  • Error: "Unable to sync files"
    • Pause syncing button is non-functional
    • No errors are displayed in the app
    • Not using any reserved characters
    • File and folder names are well within character limit
    • No trailing characters
    • No aliases or shortcuts
    • No files are open
    • No conflicted copies
    • Keyboard shortcuts to restart sync and clear cache appear to be nonfunctional
  • Sync and email — Not relevant to issue
  • My Assets — Not a help article
  • File sharing — Not relevant to issue

 

I imagine the root of the problem is the fact that clicking the cloud icon in the toolbar shows an unmoving progress bar stuck on "Getting storage information," but I have no idea why that's happening or how to fix it.

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New Here ,
Sep 04, 2020

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And just like that, with zero further action on my part, it starts working again. Gotta love this bug-ridden product. Always a pleasure.

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New Here ,
Sep 11, 2020

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Wait, so how exactly did you get it to work?

 

Mine says the same thing and its stuck on updating at 23%. 

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New Here ,
Sep 11, 2020

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I didn't do anything; it just randomly started working again on its own. Must've been a temporary glitch on Adobe's side.

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