Creative Cloud files and folders are archived randomly or go missing

[mrTmoore]

Our files and folders are archived randomly or go missing.  This issue has been ongoing for some time now and is starting to interfere with our daily workflow, this is a very disruptive issue and we would like some help to resolve it soon.

None of the team who use CC have accidentally deleted any of our files/folders.  It happens outside office hours, late at night or very early in the morning.  In our work place we are all on Windows 10 machines, some of the team have Macs at home that sync to our CC folder.

We have lost so much time trying to fix this (ie restoring from the Archive folder)  Also, it is hard to find the right type of Support to get this problem fixed, every time I go to Adobe support link it just sends me round in circles, so frustrating.

Really hope you can help us?

Thanks,

Grahame

[kglad · Accepted solution]

[moved from Adobe Creative Cloud to File Hosting, Syncing, and Collaboration]

[David__B]

Hi Grahame,

If the issue occurs again could you help us out with the below info?

I know this is an issue engineering is aware of and is working on. We are still collecting information and log files to better understand the issue. If you would be willing to collect the following information to help us better understand the issue it would really help.

Please run the log collector shortly after the issue occurs on any machines which were affected

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

After you run it, it will create a .zip file on your desktop of all of the log files from your system. If you could upload and share a link with me on where to download the .zip from, I'll pass it on to our engineering dept. to review. You can send the link privately by clicking on my name here in the forums and select the message option.

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

Please also send these to me as a direct message for privacy

• List of Adobe ID's from all affected workstations
• Were the files which were moved to the trash/archive part of a collaboration?
• What was the operating system's for the workstations which were affected?
• Did all affected have the latest version of the Creative Cloud app installed?
• Did the issue seem to be triggered by of the collaborators systems going into a sleep state?
• Were any of the affected systems behind a firewall or proxy server?
• What was the internet speed used for the affected workstations?   
• Timezone and locations of affected workstations?
• Was there any kind of error message at the time the issue occurred?

Thanks,

- Dave