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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.
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Most of my Adobe files got sent to the trash as well! And also not by me
did you get any solution? Adobe support are useless!
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!
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)
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.
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.
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!
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
@jaxon1234 - We are investigating. Would you like us to restore everything in the Archive?
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!
@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.
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.
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
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@stu361g - We are investigating. Would you like us to restore everything in the Archive?
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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:
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 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:
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.
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.
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?
Are you looking in your user name Library location? /Users/YOURUSERNAME/Library/Application Support/Adobe and not /Library/Application Support/Adobe?.
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.
Thanks for that, I found them , I will send them on1
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.
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.
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.