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Entire folders and files disappear from my Creative Cloud folder and they get moved to the trash can. Is there a reason this keeps happening? How can I prevent this from happening in the future?
Well- good news/bad news update. Good new is that the MAC I first reported on sync issue is fine after the support changed my permissions. But now, I am trying to sync on a Windows machine, and getting the deleting again. I guess I will report to support again and see what to do on Windows.. will keep you posted.
Adobe tech support- I hope you document the issue somewhere to help users?
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Can you confirm what version of Creative Cloud app you are running?
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I just updated it and I'm running version 2.1.1.110
Does this version include the fix to this bug?
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Hi sofiam91474411,
The hot-fix that we released on the 14th of June should have resolved this issue, we are reaching out to customers to see if this is indeed the case. Could you tell us if you are still experiencing the same behaviour?
We really do appreciate the help and feedback you have given to us as its really important to us that we get this experience right for you.
If you are still experiencing issues then please come back to us as soon as you can:
We released a hot fix on the 14th of June and we'd like to know if you are still experiencing this issue; if you are please could you provide us with the following information by sending an email to syncforum-communication@adobe.com:
Accessing and sending CoreSync log files
Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.
Mac:
/Users/<username>/Library/Application Support/Adobe/CoreSync
Windows:
C:\Users\<username>\AppData\Roaming\Adobe\CoreSync
'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:
http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)
https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)
Warmest wishes and apologies once again,
Ashley
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Dear Ashley,
I am having this same problem now. Is there a way to fix this? I am on a super big deadline and cannot afford to to be panicking with disappearing files. Please help!
I emailed syncforum-communication@adobe.com but have not heard back.
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We just had the same problem..
Now we are thinking about choosing Dropbox instead.
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Yesterday, all was well, and now this morning, my two collaborative folders are dismantled and in my trash (I have two accounts and share between them myself; NO ONE HAS MOVED ITEMS TO TRASH MANUALLY). This is a massive problem professionally. The Adobe support gentleman I spoke with acted like this has never been an issue before and told me it was impossible and someone moved something despite my argument to the contrary. HELP!
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Same here! We started experiencing the same problem this week. Some folders go to the trash without anyone doing it manually.
It seams that only collaborative folders are going to the trash.
Working on Macs. Tried restarting but it didn't help.
Adobe, please what is the solution? Help us!
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Yes ... I have a new macbook pro with vmware fusion that allows parallel running of Windows and Mac OS. On my Mac OS, the collaborative files (it's isolated to collaborative) are missing. On my Windows virtual machine, the files are all present and accounted for, including the collaborative files that are missing on the mac. Also, the account from which I shared the files is on a Windows machine, and it has all the files, as well. Unfortunately, I don't have all the updated applications in the other account, and I don't have the same fonts on my Windows virtual machine, so I have to have the account on the mac side in working order! Need resolution! Also, does anyone know if I restore the collaborative files from trash back onto the cloud, will that mess with the same files that still exist in the other account and on my virtual machine?
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Hi clemo GROARR,
We are really sorry that this issue has caused a lot of pain. We are reaching out to customers since the hot-fix we released on the 14th of June which included a fix for this to see if this issue is still occurring for you. There are a number of complex workflows in this area and its important that we try to pin down exactly what is happening for you.
If you are still experiencing this issue please could you provide us with the following information by sending an email to syncforum-communication@adobe.com:
Accessing and sending CoreSync log files
Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.
Mac:
/Users/<username>/Library/Application Support/Adobe/CoreSync
Windows:
C:\Users\<username>\AppData\Roaming\Adobe\CoreSync
'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:
http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)
https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)
Warmest wishes and apologies once again,
Ashley
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Hello Staff,
I am still experiencing this issue. What was the resolution? I called tech support and they treating this a new issue. Very frustrating.
~Carole
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Hi Carole, Can you follow the advice above and send me your log files please
If you are still experiencing this issue please could you provide us with the following information by sending an email to syncforum-communication@adobe.com:
Accessing and sending CoreSync log files
Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.
Mac:
/Users/<username>/Library/Application Support/Adobe/CoreSync
Windows:
C:\Users\<username>\AppData\Roaming\Adobe\CoreSync
'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:
http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)
https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)
Thanks
Warner
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Cant believe how long this is taking to be fixed. Honestly I dont really care anymore since our team has moved to another system storing and sharing assets (and I probably won't ever trust CC for work-critical files again). Adobe messed up bad.
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This system reboot had no impact here either, and now files are being moved to the archive folder on the Creative Cloud but duplicated on our folders too. Its very confusing and time consuming so we are stopping our creative cloud usage until this gets fully resolved.
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I am also experiencing this issue. It seems to be that MOST, but not all, files that live in a secondary folder have been moved to the trash. This means HUNDREDS (if not THOUSANDS) of files in one folder, out of their original folders, alphabetically, a disaster to put back in the correct folder since there are multiple users all contributing work to these folders. adobecreativecloud‌ !!!! Please tell me you have a fix for this!
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Firstly I'm very sorry that you've had this less than ideal experience. I completely understand the pain this has caused you.
We have a fix for this issue, which we are working to validate to ensure there are no recurrences.
It has taken us some time to get this fix in place because we have struggled to successfully replicate the issue in house. We have enough data from the information you provided, as well as the log files you shared, to understand the reason for the issue. This has lead us to the fix I mentioned.
As I mentioned, we need to validate the fix before rolling it out. I'll keep you informed of when you can expect to see an update.
Thanks,
Derek
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derekajack‌ wharress‌
Relaunched CC today and it appears that things are being restored from trash. Can you confirm that there has been an update? Still says version 2.0.0.74
Now there's another 1200+ files that are re-syncing (yet again) so let's see where things land when that finishes.
Lack of communication around this issue, and the severity and frequency of CC sync issues in general have left us looking back to Google/Dropbox for day-to-day file storage and syncing.
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Same is happening to me...Going to probably have to stop using Creative Cloud for storage after all the breaking bugs over the past two months. It's just not to be considered a backup solution and definitely not reliable collaborative storage.
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Hi ijernigan,
We are truly very sorry for your inconvenience. We released a hot fix on the 14th of June and we'd like to know if you are still experiencing this issue; if you are please could you provide us with the following information by sending an email to syncforum-communication@adobe.com.:
Accessing and sending CoreSync log files
Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.
Mac:
/Users/<username>/Library/Application Support/Adobe/CoreSync
Windows:
C:\Users\<username>\AppData\Roaming\Adobe\CoreSync
'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:
http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)
https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)
Warmest wishes and apologies once again,
Ashley
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We are having the same issue within our company! Please fix soon!
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Hi brandonb74366063,
We're extremely sorry that you and your colleagues have had a less than ideal experience, its really important that we get this right for you so any help that you can give us will be really appreciated.
We released a hot fix on the 14th of June and we'd like to know if you are still experiencing this issue; if you are please could you provide us with the following information by sending an email to syncforum-communication@adobe.com:
Accessing and sending CoreSync log files
Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.
Mac:
/Users/<username>/Library/Application Support/Adobe/CoreSync
Windows:
C:\Users\<username>\AppData\Roaming\Adobe\CoreSync
'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:
http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)
https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)
Warmest wishes and apologies once again,
Ashley
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We are having the same issue in our company, and it is causing serious trouble, we are desperate to get this solved as soon as possible!
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Hi Hind,
a fix will be made available very soon for this issue.
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Hi Hind,
We're really sorry that you have been inconvenienced and I hope you will give me a chance to get this rectified for you. We released a hot fix on the 14th of June and we'd like to know if you are still experiencing this issue; if you are please could you provide us with the following information by sending an email to syncforum-communication@adobe.com:
Accessing and sending CoreSync log files
Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.
Mac:
/Users/<username>/Library/Application Support/Adobe/CoreSync
Windows:
C:\Users\<username>\AppData\Roaming\Adobe\CoreSync
'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:
http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)
https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)
Warmest wishes and apologies once again,
Ashley
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I've been having the same issue. Had to restore from my trash three times already.
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Hi numinumi,
We're very sorry that you have had to restore from your trash folder three times, its really important to us that we get your syncing experience right so we would be extremely grateful if you could work with us on this.
We released a hot fix on the 14th of June and we'd like to know if you are still experiencing this issue; if you are please could you provide us with the following information by sending an email to syncforum-communication@adobe.com:
Accessing and sending CoreSync log files
Please zip up the entire 'CoreSync' folder at the location below and attach it to the email.
Mac:
/Users/<username>/Library/Application Support/Adobe/CoreSync
Windows:
C:\Users\<username>\AppData\Roaming\Adobe\CoreSync
'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:
http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)
https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)
Warmest wishes and apologies once again,
Ashley