Sync deleted mobile collections

New Here ,
Dec 05, 2015 Dec 05, 2015

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The mac synced and deleted all mobile collections and all photos. Anyway to recover. These were all of our newborn photos from our recent baby's birth....

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File sync

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Adobe Employee ,
Dec 07, 2015 Dec 07, 2015

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I am moving the discussion to File Hosting, Syncing, and Collaboration forum for assistance

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Dec 08, 2015 Dec 08, 2015

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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?
    • Files
    • Mobile Creations
  • 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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New Here ,
Dec 09, 2015 Dec 09, 2015

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Hi Ashley,

Thank you so much for reaching out! I've messaged the information requested but can also post here if that is more helpful. Let me know!

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Dec 10, 2015 Dec 10, 2015

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Hi Alexis,

Thanks for the information - I'm in contact with another team about this and we will get back to you asap.

Warmest wishes,

Ashley

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Adobe Employee ,
Dec 10, 2015 Dec 10, 2015

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HI Alexis, I've just end you a private message. - Guido

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