Hi Alexis,
firstly I'd like to reassure you that we will be able to recover your files one way or another.
We are going to have to get some more information from you:
- What device were the files and photos uploaded from?
- What application were you using to upload the files and photos?
- Have you been to see the files and photos online at Adobe Creative Cloud ?
- Which folder were the files and folders in when looking at them online?
- Are the files and photos in the archive folder?
- Did your Mac sync successfully before with the Creative Cloud Desktop application?
- If so what was the folder path that the files and folders were located in?
- Are the files and folders in the trash bin on the Mac?
- What date and approximately what time did the sync with the Mac delete the files and folders?
- At this point it would be good to get the log files from your Mac:
- You can do this by downloading and running the log collector tool from the following link: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html
It would also be helpful to get the following information:
- Country:
- Creative Cloud Desktop Version:
- What Operating systems are you using:
- Type of internet connectivity (Ethernet/WiFi):
- Using a proxy (Y/N):
- Firewall (None/Corporate/Local):
- Specific file or folder names that are affected:
- Timezone of your computer:
- How many computers you use with Creative Cloud:
- Are you using Creative Cloud collaboration:
Warmest wishes,
Ashley
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