Cloud storage space not correct

Community Beginner ,
Oct 12, 2020

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Hi, I had been suspecting for a while that the 100GB cloud storage did not indicate the right usage amount. I cleared ALL my Creative Cloud documents, libaries etc. (including the online bin), and the cloud storage still indicates 41,3 GB used. Are there any Adobe employees that can look into this for me please?

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Correct answer by kglad | Adobe Community Professional

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (in the lower right)
in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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Cloud storage space not correct

Community Beginner ,
Oct 12, 2020

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Hi, I had been suspecting for a while that the 100GB cloud storage did not indicate the right usage amount. I cleared ALL my Creative Cloud documents, libaries etc. (including the online bin), and the cloud storage still indicates 41,3 GB used. Are there any Adobe employees that can look into this for me please?

Adobe Community Professional
Correct answer by kglad | Adobe Community Professional

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (in the lower right)
in the chat field, type AGENT
be patient, it can take quite a while to reach a human

TOPICS
File sync

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92

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Oct 12, 2020 0
Adobe Community Professional ,
Oct 12, 2020

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check your lightroom and spark links (at the lower left of your cc web).

 

cloud storage lr spark.jpg

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Oct 12, 2020 1
Community Beginner ,
Oct 12, 2020

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Thanks for your reply kglad. I checked both Lightroom and Sparks links to be sure, but no files or libraries there either. It's really weird.

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Oct 12, 2020 0
Adobe Community Professional ,
Oct 12, 2020

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using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (in the lower right)
in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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Oct 12, 2020 0
Community Beginner ,
Oct 12, 2020

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Thank you for pointing me in the right direction. I had been looking for a way to get some sort of personal support but they don't make it easy. I'll try to update here if there's any info that could be useful to others.

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Oct 12, 2020 0
New Here ,
Oct 18, 2020

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Hi peterablex,

 

reading the description of the issue above it seems that I've dealing with the same problem.

 

Have you been able to solve it? Thanks a lot! 

 

Peter

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Oct 18, 2020 0
Community Beginner ,
Oct 19, 2020

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Hi Peter,

No, the issue has not been resolved yet.

 

Last week I have spent a couple of hours on teamviewer with an Adobe employee to check all possible nooks & crannies looking for the 'missing' 40GB.

 

We took screenshots of all my empty libraries and repositories and he would show them to his seniors and then get back to me. That hasn't happened yet.

 

I'll post when I find out something useful.

Peter

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Oct 19, 2020 0
Adobe Community Professional ,
Oct 12, 2020

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you're welcome.

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Oct 12, 2020 0
Community Beginner ,
Dec 29, 2020

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Hi all, it has been a while but the storage space issue has been resolved.

The first Adobe agent I was in contact with took screenshots of the online storage spaces. The agent could not find the problem either and promised to get back to me after consulting his senior.

Two months later (!) I received an email asking if the case was still open or resolved. The agent telephoned me a few times and took over my computer to make some more screenshots to take to his seniors.

Then on Christmas eve, the 'deleted files' section of the online storage space was magically filled with files that I had deleted a long time ago. I started deleting those and guess what? Storage space at 0.0 GB! I'm happy that it's finally resolved.

So, for all having a similiar problem: contact an agent and be patient. Happy new year!

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Dec 29, 2020 0