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Creative Cloud failing to sync for whole team

Community Beginner ,
Jun 13, 2018

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Hi,

Since some time now (don't know exactly when it started) the files of me and my teammates are failing to sync. Someone who has just started to use a new Macbook is failing to even retrieve a single file or folder. We get the error message "some files failed to sync". I've tried numerous solutions found online and in the forums, and found this list so I thought I'd start with that.

  • Is the Adobe ID you use here on the forums the same which is experiencing the issue (Y/N)?
    • Yes
  • Do you have multiple Creative Cloud Accounts?
    • No
  • Do you use the same Adobe ID on multiple workstations?
    • No
  • Number of machines affected:
    • 5 atleast

  • Internet connectivity info (Ethernet/WiFi):
    • Tested on multiple WiFi networks (corporate, home and mobile hotspot)
  • What is your upload/download speed (can you run a speed test via www.speedtest.net)?
    • Tested 150 down /15 up atleast on one of the networks
  • Are you using a proxy (Y/N):
    • No
  • Are you using Firewall (None/Corporate/Local):
    • Various, but Typekit network test had no issues even on corporate network (if this is of any relevance)
  • Do you log onto a domain?
    • No (I think? Don't exactly understand this question)
  • Location where issue occurred (City, Country):
    • Tilburg, The Netherlands
  • Timezone of your computer:
    • Central European Summer Time

  • Creative Cloud App Version:
    • 4.5.0.331
  • Operating System:
    • MacOS 10.13.4
  • Name of affected File(s)/Folder(s)
    • All of them
  • Does the issue seem related to a specific file type or file size?
    • No
  • Are the File(s)/Folder(s) having the issue part of a collaboration?
    • Yes, if you mean shared with multiple people
  • If the issue is related to a folder, is it shared?
    • Yes the files and are shared
  • Exact Error message - Please provide screen shot if possible
    • Screen Shot 2018-06-13 at 11.57.11.png
  • What file operation were you trying to perform when the error occurred (please document each step)?
    • Syncing

Topics

File sync

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Creative Cloud failing to sync for whole team

Community Beginner ,
Jun 13, 2018

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Hi,

Since some time now (don't know exactly when it started) the files of me and my teammates are failing to sync. Someone who has just started to use a new Macbook is failing to even retrieve a single file or folder. We get the error message "some files failed to sync". I've tried numerous solutions found online and in the forums, and found this list so I thought I'd start with that.

  • Is the Adobe ID you use here on the forums the same which is experiencing the issue (Y/N)?
    • Yes
  • Do you have multiple Creative Cloud Accounts?
    • No
  • Do you use the same Adobe ID on multiple workstations?
    • No
  • Number of machines affected:
    • 5 atleast

  • Internet connectivity info (Ethernet/WiFi):
    • Tested on multiple WiFi networks (corporate, home and mobile hotspot)
  • What is your upload/download speed (can you run a speed test via www.speedtest.net)?
    • Tested 150 down /15 up atleast on one of the networks
  • Are you using a proxy (Y/N):
    • No
  • Are you using Firewall (None/Corporate/Local):
    • Various, but Typekit network test had no issues even on corporate network (if this is of any relevance)
  • Do you log onto a domain?
    • No (I think? Don't exactly understand this question)
  • Location where issue occurred (City, Country):
    • Tilburg, The Netherlands
  • Timezone of your computer:
    • Central European Summer Time

  • Creative Cloud App Version:
    • 4.5.0.331
  • Operating System:
    • MacOS 10.13.4
  • Name of affected File(s)/Folder(s)
    • All of them
  • Does the issue seem related to a specific file type or file size?
    • No
  • Are the File(s)/Folder(s) having the issue part of a collaboration?
    • Yes, if you mean shared with multiple people
  • If the issue is related to a folder, is it shared?
    • Yes the files and are shared
  • Exact Error message - Please provide screen shot if possible
    • Screen Shot 2018-06-13 at 11.57.11.png
  • What file operation were you trying to perform when the error occurred (please document each step)?
    • Syncing

Topics

File sync

Views

606

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Community Beginner ,
Jun 18, 2018

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Now almost a week later with no response. Problem is still occurring. Not able to sync any files with my colleagues. Anyone able to help us with this?

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Adobe Employee ,
Jun 19, 2018

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Hi ,

Thanks for reporting the issue.

Would you be able to collect and upload log files from your system?

Here is a link to an article about the tool with a link to download it.

Log Collector Tool

The tool will create a zip file on the desktop of all the log files. Please could you send us your logs (punaggar@adobe.com) using the tool.

Engineering may have some additional questions but this will help us get started.

Thanks,

Puneet Aggarwal

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Community Beginner ,
Jun 20, 2018

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Hi Puneet,

Thanks for your response. I sent you an e-mail with the latest logs. Let me know if there is anything else you need.

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Community Beginner ,
Jun 27, 2018

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Hi,

Another week has passed and I still have no response whatsoever, but this problem is really hurting our productivity. Is anyone able to help us? David__B​ maybe?

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New Here ,
Oct 25, 2018

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Same, almost month. I wake up with deep deep hate on Adobe, I can't leave my studio without panic. Sometimes it syncs, sometimes not, sometimes files are going "backwards" - I get a lot of problems with my clients and my life. It's shame on Adobe they advertising seamless workflow and reality is full of shit.

And yeah, I restarted PC, yeah I have more than one, Yeah - I deleted all archive, deleted all files from the cloud, I don't have big sized files or some chunky names. I'm tech savvy.

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