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Files disappear from CC

New Here ,
Nov 15, 2017

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I went to retrieve files from CC and they were no longer there!!!  My colleague had the same issue.  I found them in my trash and I never moved them there.  What happened and how do I prevent this from happening again?

I work remote and this is how we share files -- they are all native files and losing them means starting all over.

Help!

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File sync

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Files disappear from CC

New Here ,
Nov 15, 2017

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I went to retrieve files from CC and they were no longer there!!!  My colleague had the same issue.  I found them in my trash and I never moved them there.  What happened and how do I prevent this from happening again?

I work remote and this is how we share files -- they are all native files and losing them means starting all over.

Help!

Topics

File sync

Views

197

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Adobe Community Professional ,
Nov 15, 2017

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Adobe Employee ,
Dec 18, 2017

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Hi Marketing maven,

If the issue occurs again could you help us out with the following 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

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New Here ,
Dec 18, 2017

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Hi Dave,

I got the same problem.

If i restore my archived files (dont know how it happend in the first place but ALL my files are in the archived folder) but if i restore one file or folder ,i can't find it in any folder.

Can i send you a meassage with my logfiles to?

greets

Nick

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David__B LATEST
Adobe Employee ,
Dec 18, 2017

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Thanks for following up Nick,

Unfortunately if files get moved to the Archive the original file structure is sometimes lost. If you restore them from the Archive with sync enabled they should get returned to their prior location and then resynced to your computer.

You can DM me here on the forums by hovering over my name and using the message option.

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