Files and Folders Mysteriously Moved to the Archives

[Jeffrey_Smith]

As title states, I have just experienced files and folders from my Creative Cloud account moving to the archives. I have restored these files, but not all made it back to their original location. I noticed other reports of this happening.

[David__B]

Hi Jeffrey,

Sorry to hear this happened. I had a few additional questions to better understand:

• Are you on Windows or Mac? which version?
• Were the files which got moved ones which were collaborated with others?
• If you were collaborating, did files being moved to the Archive happen to others too?
• Did you have the latest version of the Creative Cloud desktop app installed when it occurred? 4.2.0.211
• Did you have any issues with long sync times or was sync running preceding the incident?

Thanks,

- Dave

[Jeffrey_Smith]

Hi David,

• Files are shared from a number of computers including Windows 4.2.0.211, Mac 4.2.0.211, and Mac 3.8.0.310

• Yes

• Yes

• Not on the one Mac

• Yes, I have sporadically experienced longer than usual sync times. Other things I have observed is CC runs a sync when there were no files updated. And I receive messages that some files can not be synced.

[David__B]

Thanks for the quick response. I know there were some improvements with the last update to the Creative Cloud app that addressed an issue related to this. There was an issue where if a system went into a sleep state while syncing, collaborated files/folders were incorrectly moved to the Archive. I'm not sure if in your case because the Mac wasn't up to date, that it may have encountered the issue? I know when files are moved to the Archive, it can be really inconvenient having the prior file structure lost. Are you still getting a message that some files can't be synced? If so, does it give any kind of any error message?

[Jeffrey_Smith]

No specific error code, but the messages are "Unable to sync some files" or "Unable to sync data". I suspect this issue might be due to an illegal character in the files that can not be synced.

Is there any way to determine the name of the files that will not sync?

[Jeffrey_Smith]

Another thing I recently did was give a folder public access.