Creative Cloud deletes my files!!!

[rsarudy]

I have single app subscription and I backup my project files in the cloud. But suddenly Creative Cloud deletes my files!!!!!! This is unbelievable. Hours of projects that I have worked on are not in my folders any more. I just get mountain lion notification that this and that file was deleted. How come is this possible when I PAY monthly money for this software.

Help me out to recover my files. ASAP.

Thanks.

[ssprengel]

Are you deleting or archiving them from the cloud side of things? The sync is two-way so cloud-deletions replicate to local folders.

[rsarudy]

I am not deleting them nor archiving. I am not using the web app at all. I just leave my files untuched on both my system and website and then just get noticed that my files have been deleted. BTW I have changed my password several times, so I don't believe someone hacked into my account.

[Form_Follows_Function]

Same thing happening here. Running Lion OS. Cloud is useless. Had to revert to saving files on slower network drive. Have 100 gig of team storage just sitting there. Adobe needs to fix this and many other issues before allowing use of this service and charging for it. It is unreliable and we cannot trust it right now.

[Ken G. Rice]

@Colorise - I have emailed you about resolving the issue.

[Form_Follows_Function]

Hi Ken, I am facing the same issue. Can I get some help as well?

[Ken G. Rice]

@Form Follows Function - I have emailed you too.

[Form_Follows_Function]

Thanks, Ken. This has resolved my issue as well.

[Cvo1]

Ken's solution doesn't resolve the fact that Creative Cloud regularly deletes files out of the blue! It happens to me at least once a month—hundreds of working files "have been removed," for no apparent reason. You expect me to go in regularly to go retrieve the files I'm working on through the browser app out of the hundreds of files archived in there?

If you're looking for a cloud service to work between stations Adobe CC is not reliable at all.

[Ken G. Rice]

@Cvo1 - I did not intend my earlier reply to be a solution, merely a clarification on how things work.

If files are being regularly deleted for no apparent reason then please send us the Core Sync log files and we can investigate what is happening. Use the Log Collector Tool and email me the logs at kenrice@adobe.com.

Also not sure if you are using the Collaboration feature. If you are the non-owner of a folder and someone accidentally removes you from a folder collaboration then that folder will go into the Trash / Recycle Bin.

[Ken G. Rice]

For those who only use the file syncing with the Creative Cloud Files folder, at times you will want to sign in from the browser and check your Archive at https://creative.adobe.com/archive. The Archive is like the Recycle Bin on Windows or the Trash on Mac OS X. Files or folders that are deleted or moved out of the Creative Cloud Files folder go into the Archive. From the Archive you can either restore or permanently delete items.