Creative Cloud Desktop App Shows Incorrect Free Space Remaining

[Vadaar]

Hello,

I have a technical issue with my creative cloud account.  My CC desktop application (Windows) shows as having 46.7% of the available space used, and at present I have no files stored or in my creative cloud archive.  Something is definitely amiss! 

Thanks,

-Jon

[markt97709172]

Hi Dave! 

No I'm not using a surface.  I use two windows desktop computers, one imac, and one macbook.  I do have a corporate account and a personal account.  I pay for the photography plan with the cloud.  The corporate plan has all the applications.  I don't know if that would make a difference or not.

Thank you for your help!!

Eileen

[David__B]

Thanks for confirming and the additional information Eileen.

[ed22CCnotNICE]

My problem is not fixed.  The storage on my devices shows 9gb or slightly less.  My storage is reporting 19.78 of 20GB.  I have made sure nothing is in archive.  I have verified the contents so there is nothing temp or different on any machine.  I am at a loss here.

[markt97709172]

Still no resolution here.  I am out of ideas, and I am just about to scrap the whole cloud idea.  There must be a better option.  This is continually reporting that I am using the wrong amount of space, and I can't work under these conditions.  I refuse to pay another $10 a month for a larger storage allocation, when I have 10GB free; even though your server doesn't agree with me. 

[David__B]

Hi Eileen,

I think the others here had their issue resolved and we might have dropped the ball in your case on accident. Do you use different Adobe ID's for your corporate and personal accounts? I looked at your email address you use here on the forums and saw a free level of membership which includes 2GB of storage. I'm not able to see your corporate account, is that an enterprise type account? If it is, the account administrator may control whether the storage option is available. Can you confirm your archive is empty for your personal account too? Adobe Creative Cloud

Sorry again for the long delay. I'm following up with engineering again to see what I can find out.

- Dave

[ed22CCnotNICE]

Hi David!  Not a problem!  I accidentally posted with my husbands account...yes he has the free one.  I log in with my personal paid account though.  I also have an enterprise account.  I don't have anything stored on the enterprise account, because they don't subscribe to cloud services, just programs.  I have the lightroom/photoshop bundle, and use the cloud under my personal login.  I do have programs installed under the enterprise account as well though.  ftaylor9 is my prefix for the enterprise account.  Under my normal personal login, I have nothing in the archive.  My file storage on my pc is 7.86 GB and on my mac it shows 8.45GB.  I have 20GB available, but the cloud shows that I am using 19.83GB.  Something is off.

[David__B]

Hi Eileen,

I heard back from engineering with more information about your personal account (I think I found your personal account with 20GB )

The 19.83GB is close based on what engineering was seeing. They were saying your account shows 9GB for Creative Cloud files and 12GB for Lightroom online files for storage used

Where were you seeing the 7.86GB used on the PC and 8.45GB on the Mac?

Thanks,

- Dave

[Willers1404]

Hi - I've just checked Lightroom on my iPad, and it is now reading 18+GB free, so this seems to have been fixed for me!

For reference: I'm also not using a Surface; I'm using Windows 10 on a PC and an iPad Air 2. From your previous message - for several days my Cloud usage across all devices was reading the same, at 17.38GB, when I had only a handful of photos synced and an empty archive (the same usage it read before I deleted several hundred raw files!).

Thanks for your help!

Chris

[David__B]

Great to hear, thanks Chris!

[williamm46593906]

for me also it seems to have been solved. Now my Cloud is empty. I do not use a Surface. But I was wondering if syncing with Lightroom Classic, even if not showing in the "Assets" of the Creative Cloud, is counted in the quota. I tried last Sunday to remove all the sync files from Lightroom but the Cloud was still full. However, now the space is back, thank you for your help! William

[David__B]

Hi William,

Thanks for the update. Good to hear it's fixed for you as well. Historically, the Lightroom storage didn't count against your total cloud storage used. Based off my own testing, that appears to still be the case. I know there have been various changes to the way storage works, so this may change too at some point.

[robertb38777309]

Hi Ken,

I am also experiencing the same problem. Nothing in my creative cloud files but it's reading as 20gb of storage used.

Robert

[Vadaar]

Hello, my archive area is empty. My regular storage area is also empty.

Thanks

Jon

Sent from my iPhone

[D_K_Anderson]

Hello,

I have some problem here. Showing 69.05% of storage used and nothing in my local folder or CC archive...

Thanks

[matthewdanese]

Hi,

I am having the same issue with my cloud storage. Reading as full when I just cleaned all the files out.

Thank you

Matt

[f-shot.de]

Hi Ken,

I have a similar problem. I loaded files on my 20GB space. Later I deleted them by putting them in the archive. I also deleted the Archive.

The Creative Cloud application and the Creative Cloud webside tells me now that my space is 75% full, but nothing appears either in the Files or in the Archive section. I also emptied the local folders, nothing. (Win8.1)

Thanks for help

Frank

[Ken G. Rice]

@f-shot.de - Your file storage has been fixed.

[Pixege]

I don't understand why the problem is solved only by e-mail. A lot of people have a problem with it, including me. Do I also have to wait for a special e-mail?

[Ken G. Rice]

@Pixege - Received your private message and have emailed you about resolving the problem.

[womolotsok]

I have the same problem like all the others. I have no files on the cloud but it says that is 74% full. Is it possible to be fixed?

[Ken G. Rice]

@womolotsok - There was a metadata issue with some files. They have been placed in a folder beginining with "Recovered". If you no longer want the files you can place them in the Archive and then delete them.

[BrentPatterson]

I'm having the same issue. Thanks for any help you can provide.

[David__B]

Hi Brent,

Could you confirm your Archive is empty at https://creative.adobe.com/archive

I'll also see about having your account checked from our side.

Thanks,
- Dave

[BrentPatterson]

Hi Dave. Sure. This is what I’m seeing:

Thanks!

Brent Patterson

Assistant Professor

Digital Media

Design Department

Buffalo State College

{Contact info removed for privacy}

[David__B]

Hey Brent,

I wasn't able to see your screen shot. I think you replied via email and the forum software only allows you to insert images through the forum software directly. I did get feedback from our engineering that there were some issues with your account. They found some files in hiatus that have been recovered and placed in a folder called Recovered, so I think things should be correct now. Can you confirm from your side?,