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Files not syncing

Community Beginner ,
Aug 04, 2014

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Hi,

By now I have approximately 100 files that are reported as "Unable to sync due to server error", which is, frankly, ridiculous.

No, the files aren't that big.

No, I don't use any "forbidden characters".

No, the file names aren't that long.

Yes, I tried "turning sync off and on again" – the problem persists.

And given the error dialog that pops up: Telling me to "View file in folder" is pretty much pointless, given the fact that the file hasn't been uploaded in the first place. "Contact Customer Support" is also pretty much insulting, since that just leads to a generic portal page, as opposed to the appropriate, specific page regarding the problem.

So, Adobe, fix this.

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File sync

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Files not syncing

Community Beginner ,
Aug 04, 2014

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Hi,

By now I have approximately 100 files that are reported as "Unable to sync due to server error", which is, frankly, ridiculous.

No, the files aren't that big.

No, I don't use any "forbidden characters".

No, the file names aren't that long.

Yes, I tried "turning sync off and on again" – the problem persists.

And given the error dialog that pops up: Telling me to "View file in folder" is pretty much pointless, given the fact that the file hasn't been uploaded in the first place. "Contact Customer Support" is also pretty much insulting, since that just leads to a generic portal page, as opposed to the appropriate, specific page regarding the problem.

So, Adobe, fix this.

Topics

File sync

Views

341

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Adobe Employee ,
Aug 05, 2014

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Hi Xeophin,

Sorry to hear about your difficulties. Thanks for testing the things you have already.

Would it be possible for you to upload the log files from your computer? If you could combine them in a single zip file, upload them to Creative Cloud, make it accessible for download, and post the download link here that would help out a lot.

The logs are located at"

Mac:

The log file can be found here:

<Mac Hard Drive>/Users/<username>/Library/Application Support/Adobe/CloudSync/CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The Users Library user folder is hidden on starting with 10.7 or later

http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html

Windows:

The log file can be found here:

C:\Users\<username>\AppData\Roaming\CloudSync\CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The AppData folder is hidden by default this doc shows how to show it if needed

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-exShow hidden files, folders, filename extensions | Windows XP, Vista, Windows 7

Thanks,
- Dave

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Community Beginner ,
Aug 06, 2014

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Hi David,

thank you for helping. The log files are here: http://adobe.ly/1obTOmO

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Adobe Employee ,
Aug 06, 2014

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xeophin,

I've sent you a private message.

Ben

w3787969

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