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Creative Cloud desktop app sync

New Here ,
Apr 08, 2015

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just updated the Creative Cloud desktop app and now it wont sync my files.

I tried to delete the whole package and re-install, but with no luck. And i tried to rename the CoreSync folder and delte the .db in \AppData\Local\Adobe\OOBE

I'm on win8.1 - DK

What to do??

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Creative Cloud desktop app sync

New Here ,
Apr 08, 2015

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just updated the Creative Cloud desktop app and now it wont sync my files.

I tried to delete the whole package and re-install, but with no luck. And i tried to rename the CoreSync folder and delte the .db in \AppData\Local\Adobe\OOBE

I'm on win8.1 - DK

What to do??

CCDesktopapp.JPG

Topics

File sync

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431

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Apr 08, 2015 0
Adobe Employee ,
Apr 08, 2015

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Hi Nicolai,

Please refer to the help document below:

Error: "Unable to sync files"

Regards,

Sheena

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Apr 08, 2015 1
New Here ,
Apr 08, 2015

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Hi Sheena,

Already tried that.. I Dont have the "Creative cloud" when i right-click..

And i all worked before the update.

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Apr 08, 2015 0
Adobe Employee ,
Apr 09, 2015

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Hi,

This sounds like you need to uninstall Creative Cloud and start again with a fresh install. I don't recommend removing folder such as OOBE or renaming db files, this could have contributed to the issue your seeing.

Thanks

Warner

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Apr 09, 2015 1
New Here ,
Apr 13, 2015

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Hi,

i already re-installed twice. No luck..

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Apr 13, 2015 0
Adobe Employee ,
Apr 13, 2015

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Did you "Uninstall" before trying to reinstall? In your first post you mention that you deleted the whole package?, this is not the correct uninstall method. Can you confirm what you have done to uninstall?

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Apr 13, 2015 0
New Here ,
Apr 13, 2015

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I uninstalled, from add-remove programs.

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Apr 13, 2015 0
Adobe Employee ,
Apr 13, 2015

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Hi,

Please send me your log files.

The logs are located at

Mac:

The log file can be found here:

<Mac Hard Drive>/Users/<username>/Library/Application Support/Adobe/CloudSync/CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The Users Library user folder is hidden on starting with 10.7 or later

see http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html

Windows:

The log file can be found here:

C:\Users\<username>\AppData\Roaming\CloudSync\CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The AppData folder is hidden by default this doc shows how to show it if needed

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

Please zip them up and send them to SyncForum-Communication@adobe.com

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Apr 13, 2015 0
New Here ,
Apr 13, 2015

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Done.

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Apr 13, 2015 0
Adobe Employee ,
Apr 14, 2015

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Hi,

Thank you for sending in your log files. I can see some issue.

20150413-083441.749: Monitoring failure: Cannot start file monitoring: Failure during ConnectFS: Platform Status. Send Request Failed. WinHTTP Secure Failure. last error code = 12175

It looks like your using a proxy server?, are your Windows internet setting at default with no proxy server being used?. If you are not using a proxy server something else is blocking your access to Creative Cloud.

Thanks

Warner

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Apr 14, 2015 0
New Here ,
Apr 14, 2015

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No proxy, no firewall, default internet settings - The only thing i did, was to update the Creative Cloud Desktop app..

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Apr 14, 2015 0
Adobe Employee ,
Apr 14, 2015

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Hi,

Do you have the capacity to install and use Creative Cloud on a different Windows machine to rule out environment related issue with you current Windows computer?. I will also run this past an development engineer to help you get unblocked.

Thanks

Warner

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Apr 14, 2015 0
Adobe Employee ,
Apr 15, 2015

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Hi,

I looked into your issue with an engineer yesterday and found the following information.

Looking closely at the Microsoft documentation there are 7 causes for this error, 6 of which are certificate related. The only non certificate related issue is an internal WinHTTP error. these are all user environment related.


Are you certain you do not have any proxy configurations on your network? Are you fully up to date with Windows Updates? Have you tried Creative Cloud on another Windows environment?.


Thanks

Warner

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Apr 15, 2015 0
New Here ,
Apr 15, 2015

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Hi,

I'm 100% that my network is not proxy'ed. All Win updates are on. I have no other windows computer - Just tried with another user on this computer, same error.

My Boxdrive, google drive, one drive, dropbox, icloud are ALL syncing correct.. This happened after the latest update.

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Apr 15, 2015 0
New Here ,
Apr 15, 2015

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Well, something has been changed from Adobe's side - It suddenly started to sync now..

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Apr 15, 2015 0
Adobe Employee ,
Apr 16, 2015

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Hi,

I am glad its working ok now for you. We have no control over Windows WinHTTP errors or proxy errors, these are purely environmental to your Machine or network.

Thanks

Warner

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Apr 16, 2015 0