Library Assets Missing

New Here ,
Jul 26, 2017

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Hello, my creative cloud library (shapes, colors, etc) has recently disappeared and I'm not sure why. Any help would be appreciated.

Thanks!

David

Hi David

Were you able to find your missing assets?

Thanks,

- Dave

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Library Assets Missing

New Here ,
Jul 26, 2017

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Hello, my creative cloud library (shapes, colors, etc) has recently disappeared and I'm not sure why. Any help would be appreciated.

Thanks!

David

Hi David

Were you able to find your missing assets?

Thanks,

- Dave

TOPICS
File sync

Views

1.9K

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Jul 26, 2017 0
Adobe Employee ,
Jul 27, 2017

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Moving to File Hosting, Syncing, and Collaboration

Hi david,

Could you please check if your files are available here: assets.adobe.com?

Regards,

Sheena

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Jul 27, 2017 1
Adobe Employee ,
Aug 04, 2017

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Hi David

Were you able to find your missing assets?

Thanks,

- Dave

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Aug 04, 2017 0
New Here ,
Aug 06, 2017

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I have the same issue. I did a restart and suddenly multiple folders and files I had in my libraries are all wiped. I rely very heavily on these for quick workflow and its a huge inconvenience. I have tried to get help no less than 7 TIMES on the live chat and the support person just ends the chat every time! I have no way to contact them, Adobe are very unhelpful. I'm really disappointed in the lack of support here to what I think is a pretty serious issue.

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Aug 06, 2017 0
Adobe Employee ,
Aug 08, 2017

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Hi Clare,

Sorry to hear about your difficulties trying to get support through chat. I'll do some checking internally and see if I can figure out what happened.

I had some additional questions about the issue with missing the library assets.

  • What kinds of library assets were they that went missing? Stock images, project files, brushes, etc.?
  • You mentioned both files and folders went missing from the library. Can you explain more about the folders. Were these ones which contained linked assets? Could you provide a screen shot of what you mean?
  • Just to confirm, are the library assets missing or do they have broken links?
  • Do any of the missing assets appear here in the Library archive? Adobe Creative Cloud
  • Were the library assets which went missing shared with others?
  • Could you provide the approx date/time they went missing?

Please get back to me with more info when you get the chance and I'll see what I can do to help.

Thanks,

- Dave

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Aug 08, 2017 0
New Here ,
Aug 08, 2017

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Answers are below.

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Aug 08, 2017 0
New Here ,
Aug 08, 2017

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Sorry, the whole email didn't copy over:

  • What kinds of library assets were they that went missing? Stock images, project files, brushes, etc.? Vector images & logos only
  • You mentioned both files and folders went missing from the library. Can you explain more about the folders. Were these ones which contained linked assets? Could you provide a screen shot of what you mean? I have started recreating the folders files and have attached a screenshot. I set up multiple folders and drop vector images into them
  • Just to confirm, are the library assets missing or do they have broken links? They are missing. There was nothing in my library at all once I’d done the restart
  • Do any of the missing assets appear here in the Library archive? Adobe Creative Cloud No
  • Were the library assets which went missing shared with others? Yes, 1 other account of a designer who has left the premises. Her account could have been deactivated, taking the files with it? I don’t know her login details though
  • Could you provide the approx date/time they went missing? About a week ago. This could coincide with the shared account being deactivated.

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Aug 08, 2017 0
Adobe Employee ,
Aug 08, 2017

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Thanks for the additional details Clare.

I'll reach out to our engineering department to see if there is any way they would be able to recover the libraries. I don't know if there is or not, but I'll find out.

If you replied to my post via email you might have to go to the forums online to post the screen shot. It didn't seem to show up.

If the other designer which left the premises had edit rights, it's possible they could have deleted the libraries depending on how they were shared. If the libraries were collaborated with that person, and they had Edit rights, it's possible. It seems odd that they disappeared right at the same time? Please see the collaboration section here for more info Creative Cloud Libraries in Illustrator

Engineering may have some additional questions I'll reply back with what I find out.

Thanks,

- Dave

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Aug 08, 2017 0
Adobe Employee ,
Aug 15, 2017

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Hi Clare,

I heard back from engineering and unfortunately they didn't see where any library items were deleted from your account. Were the missing items ones which were share with your originally by the co-worker/designer which left? Do you have the email address for the co-worker too? I know you mentioned you didn't have their login credentials, but even their email address would help.

Please get back to me when you get the chance.

Thanks,

- Dave

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Aug 15, 2017 0
New Here ,
Aug 15, 2017

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No worries. Do you have a direct address for me to send her email address to?

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Aug 15, 2017 0
Adobe Employee ,
Aug 15, 2017

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Unfortunately the system doesn't show any info for others which shared and then quit sharing, so we have no way to look up their email address from our side.

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Aug 15, 2017 0
New Here ,
Aug 15, 2017

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Ok, no worries. Thanks for looking into this for me. I'll just have to rebuild the library.

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Aug 15, 2017 0
David__B LATEST
Adobe Employee ,
Aug 15, 2017

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No problem, sorry I couldn't be of more help

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Aug 15, 2017 1