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Creative cloud won't stop syncing

New Here ,
Jun 04, 2018 Jun 04, 2018

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I have tried everything I read on fixing this issue, re-installing, re-starting I did it all and after 5 days it is still syncing. My files update and sync but the CC App continues to sync and so I can't share any files. What can I do??

Thanks in advance for any help.

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File sync

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correct answers 1 Correct answer

Adobe Employee , Jun 19, 2018 Jun 19, 2018

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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New Here ,
Jun 19, 2018 Jun 19, 2018

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I'm having the same issue, any help?

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Community Beginner ,
Feb 28, 2023 Feb 28, 2023

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Same issue , who can assist ???

 

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Community Expert ,
Feb 28, 2023 Feb 28, 2023

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LATEST

@Nue Leaf Creative 

 

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials

NOTE: win 11 users that have trouble with the latest win 10 installer often have success with the older win 10 installer.

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Adobe Employee ,
Jun 19, 2018 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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New Here ,
Jun 20, 2018 Jun 20, 2018

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Thanks, I got it resolved, I removed the folders that were not syncing and

renamed them and added them again.

Pete

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Community Beginner ,
Jun 20, 2018 Jun 20, 2018

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When I can get to my other machine, I'll go ahead and collect the logs for you.

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New Here ,
Aug 23, 2018 Aug 23, 2018

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Hi,

I have downloaded the Log Collector Tool however when I am asked to sign in it will not accept my password.  I checked I had downloaded the tool for Mac as well.  Any reason for this I have also checked my password was correct.

Regards\

Jenny C

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New Here ,
Sep 19, 2019 Sep 19, 2019

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So I'm not sure if this solution is permanent - I'll test it again in a few days - but for now it's seemed to have solved it for the most part:

I just went into my Apps via my Windows settings, clicked Adobe CC and selected "Uninstall", and it pops up asking whether to uninstall or Repair. Just clicked Repair, let it do it's thing, opened CC up again and the file sync was suddenly showing the actual file count and was progressing slowly (neither of which it was doing before). 

Will comment again if it stops working. 

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