Re: My Creative Cloud files are missing [Branched from 6 yr old topic]

New Here ,
Mar 20, 2021 Mar 20, 2021

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I encountered this exact same problem, as all my Creative Cloud files disappeared today. It was months of work and I am extremely frustrated and upset to lose my files. I am also shocked to see so many fellow users had an even bigger loss of files.

 

I already tried everything I read, and unfortunately, none of the lost files were in the recycled bin or deleted folder. I am following Warner's instruction and will send in my log files to  SyncForum-Communication@adobe.com  

The lost files are extremely important to me, and I will need to recover them, and I truly hope you can help me.

 

Thanks,

Rena

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Cloud storage web assets

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Adobe Community Professional ,
Mar 20, 2021 Mar 20, 2021

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Hi @Rena5E7D,

You resurrected a topic from 2016 that is out of date. So I moved this to a new topic for you.

 

Are you saying your Creative Cloud files are missing from your cloud storage?

Are you logged in to the correct account?

Are you looking in the right location?


Creative Cloud Assets https://assets.adobe.com
Synced files
Cloud documents
Deleted files

Lightroom https://lightroom.adobe.com
Photos
Albums
Edited files
Imported files
Deleted files

Document Cloud https://documentcloud.adobe.com
All documents
Starred files
Shared files

Adobe Spark https://spark.adobe.com
Projects
Brand files
Graphics
Web pages
Videos

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Mar 20, 2021 Mar 20, 2021

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Hi Nancy,

 

Thanks for moving my post to the updated topic. To answer your questions:

 

Are you saying your Creative Cloud files are missing from your cloud storage?     YES

Are you logged in to the correct account?    YES (I only have one account)

Are you looking in the right location?     YES (I lost files saved in Creative Cloud)


Creative Cloud Assets https://assets.adobe.com
Synced files
Cloud documents
Deleted files

 

I also sent in sync log files and other info to SyncForum-Communication@adobe.com

Adobe ID:
Creative Cloud Desktop Version:         5.4.2.541
OS:                  Windows 10
Type of internet connectivity (LAN/WiFi):         WiFi
Using a proxy (Y/N):                 N
Firewall (Corporate/Local):       Local

Is that still the right email address to send? If needed, I can send you a copy via email as this is a public forum...

 

Thanks,

Rena

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Adobe Community Professional ,
Mar 22, 2021 Mar 22, 2021

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LATEST

ADOBE SUPPORT:

1. With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below.
https://account.adobe.com/plans
2. Scroll down to Contact Adobe on the same page.
3. Online chat is available in English 24/7.
4. In the chat box, type AGENT followed by enter key and wait for a human.
5. Alternately, phone customer service M-F during normal business hours.
https://helpx.adobe.com/contact/phone.html

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Beginner ,
Mar 22, 2021 Mar 22, 2021

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Hello, 

  I am currently experiencing the same issue. What do the log files do? And how do I send them to SyncForum-Communication@adobe.com?

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Adobe Community Professional ,
Mar 22, 2021 Mar 22, 2021

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I know it doen't help you now, but you may want to have a look at Schofields Second Law:

https://www.zdnet.com/article/follow-schofields-three-laws-of-computing-and-avoid-disasters/

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Adobe Community Professional ,
Mar 22, 2021 Mar 22, 2021

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Fellow product users can't help you recover lost files.  You'll need to reach out to Adobe Technical Support about that.

 

Synced files should reside on your hard drive inside your Creative Cloud Files folder as well as whatever dedicated backups that you have on external drives, cloud storage services like DropBox, Google Drive, etc...  

 

I use Backblaze which is very affordable.  It backs up my entire PC nightly and keeps old files on hand for 30 days if I should ever need them.

https://www.backblaze.com/home-1.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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