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If i have deleted my local files, how can i download all my files at once from the creative cloud server?

New Here ,
Jun 26, 2014

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Hi,

My creative cloud files have all been deleted on my machine, all put in the trash (not by me!) I've recovered some but I want to download everything from the creative cloud server before I sync again.  is there anyway to do this? or do I have to download every single file individually, which would take hours......

I can see all my files on the cloud server but can't figure out why it has dumped all my local files in the trash.

Thanks!

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If i have deleted my local files, how can i download all my files at once from the creative cloud server?

New Here ,
Jun 26, 2014

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Hi,

My creative cloud files have all been deleted on my machine, all put in the trash (not by me!) I've recovered some but I want to download everything from the creative cloud server before I sync again.  is there anyway to do this? or do I have to download every single file individually, which would take hours......

I can see all my files on the cloud server but can't figure out why it has dumped all my local files in the trash.

Thanks!

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File sync

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New Here ,
Jun 26, 2014

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Hi There,

Most of my Adobe files got sent to the trash as well! And also not by me

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New Here ,
Jun 26, 2014

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did you get any solution?  Adobe support are useless!

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New Here ,
Jun 26, 2014

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I was on the phone for an hour, they said they would look into it and get back to me....3 hours ago! I can't believe this has happened!

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New Here ,
Jun 26, 2014

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its ridiculous isn't it!  I was on the phone for an hour and they even took control of my computer to look into it.  I watched for 10 mins as they clicked on every menu, really not knowing what they were doing!

my case has been escalated to higher support but I'm not too optimistic....I'll let you know if they sort anything out.  still waiting for a callback from 9am this morning (uk)

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New Here ,
Jun 26, 2014

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They did the same with me, they also took control of my Mac but couldn't solve it. I wonder if this has happened to anyone else today?

I've got my Mac at home that is also synced to adobe cloud, I'm hoping that the same didn't happen there and all my files can be saved before it syncs (fingers crossed). I will check it when I get home...

I'll do the same thing and will let you know if I hear anything.

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New Here ,
Jun 26, 2014

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My plan as well, I've paused syncing on my mac here so hopefully when i sync at home it will take everything from the server..hopefully.  can't bear another phone call.

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New Here ,
Jun 26, 2014

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I might first disconnect the internet then switch on my mac, if all files are there I will back-up first, then connect to internet and hope for the best. If the files are also in the trash then it'll be a nightmare!

Good luck!

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New Here ,
Jun 26, 2014

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glad I turned the wifi off......got most of my work back so not too bad,  as soon as I turned wifi on it sent everything to the trash! somethings very wrong. we can't be the only 2 people having this issue.  Cant see anything else anywhere though.

All still ok on the cloud server, if only you could bulk download

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Adobe Employee ,
Jun 26, 2014

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@jaxon1234 - We are investigating. Would you like us to restore everything in the Archive?

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New Here ,
Jun 26, 2014

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Hi Ken

No I don't want to restore anything in the archive.  I need to take everything from the cloud server (except the archive!) and restore to my Mac local files.  I managed to disconnect the wifi when i turned my laptop on this evening and back up a majority of my files but I'm still missing ones i have worked on in the last week.  I know I can download individually but just want o make sure I get everything

FYI, as soon as I turned the wifi back on it deleted all my local files!

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Adobe Employee ,
Jun 26, 2014

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@stu361g - The files and folders in Creative Cloud Files on your computer should match those on the Files page at https://creative.adobe.com/files.

When a file is deleted or moved out of the Creative Cloud Files folder it is marked as trashed. Trashed items show in the Archive at https://creative.adobe.com/archive. Items in the Archive do not show up in the Creative Cloud Files folder on your computer.

I will email you what you have in both Files and Archive. Per my email to you earlier please send me all the CoreSync logs you have.

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New Here ,
Jun 26, 2014

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Hi Ken

I understand what I should have but I don't have anything on my computer its all moved to the trash!  I have my main folders on my local drive and subfolders but nothing in the folders, no illustrator,photoshop or PDF files. The important stuff.

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New Here ,
Jun 27, 2014

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Hi Ken,

Can you also please help me with this, I have exactly the same issue, although both my home computer and work computer sent most of my files to the trash. The files on the web (creative.adobe.com/files) are all there. Please advise

Thanks

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Adobe Employee ,
Jun 26, 2014

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@stu361g - We are investigating. Would you like us to restore everything in the Archive?

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New Here ,
Jun 26, 2014

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Just to add that, I had exactly the same issue this morning, so it is certainly a more widespread problem rather than an isolated case.

For Adobe's benefit, here's a summary of what happened for me:

  • All cloud files automatically moved to trash on turning my computer on and auto syncing. All folders remained, but empty.
  • Files still existed online through the browser, in the Files section and had not been put into Archive.
  • When I got home to my personal Mac, the exact same situation happened as above. Though I made sure to do a backup before connecting to wifi and allowing it to sync!

Tried signing out and deleting the Creative Cloud files folder, then signing in again, hoping it would re-sync and create all my files again to match what was online, but it just created the directory of empty folders again.

Was on a call with support for an hour which was painful, with them taking control of my screen but having no idea what to do to fix it.

As with you guys, I'd like to download all my files again (not including Archive), but as a batch and not one by one online! Hopefully the sync will fix and download the lot again automatically.

Have you worked out what's wrong yet Adobe?

Thanks

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Adobe Employee ,
Jun 26, 2014

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@greggers

Thanks for the details. They are very helpful as we figure out what is happening.  We'll update this thread once we have more information.

In the meantime, can you send me a .zip file via private message with your File Sync log files from the following location:

The location for each OS are:

  • Mac OS X: ~/Library/Application Support/Adobe/CoreSync
  • Windows: %APPDATA%/Adobe/CoreSync

Note that on Mac OS X to see the user library from the Finder click on the Go menu and hold down the Alt/ Option key. Note that on Windows %APPDATA% is a variable that will change to the correct path depending on if version of Windows being used.

--Elba

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New Here ,
Jun 27, 2014

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Thanks Elba, I've sent you a download link to the CoreSync files.

Still no cloud files today, so unfortunately not looking likely to correct itself with the sync.

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New Here ,
Jun 27, 2014

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Very strange that my Mac does not have any CoreSync log files. I don't even have a CoreSync Folder in Application Library/Support/Adobe. I've checked on both my Work Mac & Home Mac?

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Adobe Employee ,
Jun 27, 2014

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Hi jaxon1234,

Are you looking in your user name Library location? /Users/YOURUSERNAME/Library/Application Support/Adobe and not /Library/Application Support/Adobe?.

Thanks

Warner

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New Here ,
Jun 27, 2014

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@jaxon1234

I think you might be looking in the wrong Library folder. I found mine under Users, which is different to going to the Library folder straight at the root of your Macintosh HD.

The best way to get it is open a Finder window, then go up to the top menu bar, click 'Go' then hold down the Alt key, at which point Library appears. Then follow though to Application Support>Adobe>CoreSync from there.

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New Here ,
Jun 27, 2014

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Hi Greggers,

Thanks for that, I found them , I will send them on1

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Adobe Employee ,
Jun 27, 2014

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For others viewing this thread who are using Mac OS X here is a help document on several ways to see the User Library (as opposed to the System Library): Access hidden user library files | Mac OS 10.7 and later.

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New Here ,
Jun 29, 2014

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Hi

Is there any solution to this yet?  My files are still not syncing properly.  Everything is uploading to the Cloud ok but just not updating on other machines.

Thanks

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New Here ,
Jun 30, 2014

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ARGGGGHHHHH!!!!

After resorting all my files on Friday I have turned my machine on this morning AND EVERYTHING HAS BEEN TRASHED AGAIN

PLEASE SORT THIS OUT ADOBE, I WILL BE EXPECTING COMPENSATION FOR LOSS OF WORK.

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New Here ,
Jun 30, 2014

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I've also heard no response yet...I'm having to download files from the cloud when I need them which is a big pain, I have about 5000 files so you can imagine how frustrating this is...

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New Here ,
Jun 30, 2014

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Same for me, nothing resolved yet, which is really restricting my workflow. It's also exposing the fact that having to download one file at a time from the cloud is really not acceptable. Surely being able to bulk download a whole job folder should have been built into the system from the beginning.

Please update us all asap on how you propose to fix this.

Thanks.

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Adobe Employee ,
Jun 30, 2014

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Hi stu361g,

We are currently looking into your issue as a priority along with other users issues from this chat thread. We have a bug open for your issue which is currently being worked on, the bug number is 3782266. Would it be possible for you to send me your CoreSync log files for the issue you reported from today?, this would give us further information of the issue, you can email me at harress@adobe.com

Thank you

Warner

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New Here ,
Jul 02, 2014

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Hi Warner,

Is there any news on this please? Tomorrow it'll be a week since we lost all our files and we're getting no indication that there's a way to resolve this.

If there's a way to download my account files as a complete zip file or similar, like a backup file, then I'd go with that. I'm not sure I can just keep waiting and hoping Creative Cloud will start syncing properly again.

If your engineers know what went wrong and it is close to getting fixed, a timescale would be really helpful.

Thanks

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Community Beginner ,
Jul 03, 2014

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HI greggers, stu361g and jaxon1234

Our engineers have been working on this issue and have put the first of a number of fixes in place which should have resolved this issue for you.

It may take up to 24hrs for the Creative Cloud sync client to recognise the changes. Its possible to force the client to pick up all changes by exiting the Creative Cloud desktop app and deleting the .db and .db-* in the following lcoation:

Mac -  /Users/<username>Library/Application Support/Adobe/CoreSync

Win - C:\Users\<username>\AppData\Roaming\Adobe\CoreSync

Note that doing this will result in a full sync from the Creative Cloud server to the client so may take some time. I'd also recommend you backup your Creative Cloud Files folder before you do this.

I'm sorry its taken so long to get to a resolution but we wanted to make absolutely sure that the fix that was being put in place was the correct one and wasn't going to cause further issues downstream.

Regards,

Nick Goodall

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New Here ,
Jul 03, 2014

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Hi Nick,

Thanks for the update, and I'm pleased to confirm all my files are now syncing and beginning to appear back in my folders! I didn't have to delete the .db file, it just started automatically, so no probelms there.

It has taken a while, but thanks for the fix in the end.

Cheers

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New Here ,
Jul 03, 2014

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Hi Nick,

I'm also pleased to say my files stating syncing again this morning and all seems to be good, I also didn't need to delete the .db.

Thanks for sorting this out

Thanks

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New Here ,
Jul 03, 2014

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Hi Nick

all looks to be working fine now, Just hope it's all still there when I turn my machine on in the morning!

Thanks for your help in resolving this.

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