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Unable to get file sync to work

New Here ,
Jul 11, 2014

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Hi,

I'm having trouble switching on File Sync, which means I've not been able to download anything from the Market. When I select 'Turn on File Sync' it just seems to think about it, then do nothing. Then when I go to preferences, it says file sync is off. I can't see an Adobe Files folder on my hard drive either. Help!

For those experiencing these symptoms:

  • Adobe Creative Cloud is installed and runs, but the Files panel shows a generic 'welcome' screen.
  • If you have not synced files before, you may be missing the 'Creative Cloud Files' folder in your user's home folder.
  • If you have previously synced some files, changes are not synced from the desktop to the cloud or vice versa.

Please try the following workaround:

MAC

1. Quit the Creative Cloud desktop application.

2. In Terminal, copy and paste this command:

rm ~/Library/Application\ Support/Adobe/CoreSync/options.tix

3. Launch the Creative Cloud desktop application and start syncing.

WINDOWS

1. Quit the Creative Cloud desktop application.

2. Open the Start menu, and type 'cmd' in the search box, then enter to start a command prompt.

3. Copy and paste this command at the command prompt:

del %APPDATA%\Adobe\CoreSync\options.tix

4. Launch the Creative Cloud desktop application and start syncing.

Kind regards,

Ben

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File sync

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Unable to get file sync to work

New Here ,
Jul 11, 2014

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Hi,

I'm having trouble switching on File Sync, which means I've not been able to download anything from the Market. When I select 'Turn on File Sync' it just seems to think about it, then do nothing. Then when I go to preferences, it says file sync is off. I can't see an Adobe Files folder on my hard drive either. Help!

For those experiencing these symptoms:

  • Adobe Creative Cloud is installed and runs, but the Files panel shows a generic 'welcome' screen.
  • If you have not synced files before, you may be missing the 'Creative Cloud Files' folder in your user's home folder.
  • If you have previously synced some files, changes are not synced from the desktop to the cloud or vice versa.

Please try the following workaround:

MAC

1. Quit the Creative Cloud desktop application.

2. In Terminal, copy and paste this command:

rm ~/Library/Application\ Support/Adobe/CoreSync/options.tix

3. Launch the Creative Cloud desktop application and start syncing.

WINDOWS

1. Quit the Creative Cloud desktop application.

2. Open the Start menu, and type 'cmd' in the search box, then enter to start a command prompt.

3. Copy and paste this command at the command prompt:

del %APPDATA%\Adobe\CoreSync\options.tix

4. Launch the Creative Cloud desktop application and start syncing.

Kind regards,

Ben

Topics

File sync

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New Here ,
Jul 11, 2014

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I'm having the exact problem as liono86, and none of these links seem to be relevant to the issue at hand. I've never turned syncing on before, and now it won't start up. Thanks.

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New Here ,
Jul 11, 2014

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hey liono86 - don't know if you've made any headway, but i spent over an hour on the phone with adobe support and they couldn't figure out the issue. they grabbed some of my logfiles and they're going to get back to me. i'll add a reply when they find a solution.

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Explorer ,
Jul 13, 2014

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I am having the same problem however I need to sync to a folder on a secondary drive. The message says that the syncing is beginning but then it turns off by itself a few minutes later.

I have a student/teacher edition and am only trying to sync 4GB of files. (I believe that the number of files is not very large.) I believe we get 20GB with this account?

I am running 10.7.5 and am running the latest versions of Creative Cloud.

Help!

Thank you

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Adobe Employee ,
Jul 15, 2014

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Hello,

It seems that several people are experiencing a similar issue. Firstly, I'd like to apologize for this.

I'd be very grateful if you could help us investigate by providing some more detailed information.

If you are unable to sync files between your desktop machine and the Creative Cloud, please zip up your entire 'CoreSync' folder at the location below.

Mac: /Users/<username>/Library/Application Support/Adobe/CloudSync

Windows: C:\Users\<username>\AppData\Roaming\CloudSync

'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read this page for help on showing these folders:

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html

I'd be grateful if you could email the zipped folder to bmordue@adobe.com along with as much of the following information as possible:

1. Are you seeing this issue more than one computer? Are you able to sync files on some computers but not others?

2. Are you working on a corporate network, or at home? Are there firewalls or proxies running on your network?

3. Are you able to sync fonts or install applications using the Creative Cloud desktop application?

4. Have you already been in contact with customer support? If so, please share your ticket number.

Thank you,

Ben

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Explorer ,
Jul 15, 2014

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I did not have a 'Cloudsync' folder but I think you meant 'Coresync' folder so I attached that in my email.

Thank you for looking into this. Can you please confirm that the issue is not the limit is not the size. I have a student/teacher edition and believed I have a 20GB limit and I was trying to sync a 4GB folder.

thank you

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Adobe Employee ,
Jul 15, 2014

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As meditationu pointed out, "CloudSync" should be replaced by "CoreSync" in my post #5.

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Explorer ,
Jul 15, 2014

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Per Ben's instructions, I turned off the Creative Cloud App, deleted the "options.tix" file, then restarted the App. This allowed the sync to work, but it still will not let me sync to the folder I need (which is folder on another drive).

The error is "Cannot install to root path."

The path has no strange characters (Current/AV) and the drive is not external to my Mac Pro (it is an internal drive)

Thank you

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Adobe Employee ,
Jul 16, 2014

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For those experiencing these symptoms:

  • Adobe Creative Cloud is installed and runs, but the Files panel shows a generic 'welcome' screen.
  • If you have not synced files before, you may be missing the 'Creative Cloud Files' folder in your user's home folder.
  • If you have previously synced some files, changes are not synced from the desktop to the cloud or vice versa.

Please try the following workaround:

MAC

1. Quit the Creative Cloud desktop application.

2. In Terminal, copy and paste this command:

rm ~/Library/Application\ Support/Adobe/CoreSync/options.tix

3. Launch the Creative Cloud desktop application and start syncing.

WINDOWS

1. Quit the Creative Cloud desktop application.

2. Open the Start menu, and type 'cmd' in the search box, then enter to start a command prompt.

3. Copy and paste this command at the command prompt:

del %APPDATA%\Adobe\CoreSync\options.tix

4. Launch the Creative Cloud desktop application and start syncing.

Kind regards,

Ben

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New Here ,
Jul 16, 2014

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This fixed the problem for me. Thanks!

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New Here ,
Jul 16, 2014

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This solution worked for me as well. Many thanks, Ben!!

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New Here ,
Jul 17, 2014

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This solution worked for me. Thanks!

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Community Beginner ,
Jul 17, 2014

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This fixed my non-syncing issue, thank you Ben!

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Explorer ,
Jul 18, 2014

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I did what was suggested in the link by pasting del %APPDATA%\Adobe\CoreSync\options.tix in the command prompt and then restarted my computer. Reopened CC and started the sync process again. It acted like it was doing it - stated it had 17 hours left to sync but within 20 minutes is back to stating "Some files failed to sync". WHY? Really would like some sort of error because it is virtually impossible to troubleshoot this problem. Please help!

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New Here ,
Jul 19, 2014

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Where do you paste this?  Under "new command" or elsewhere?

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Adobe Employee ,
Jul 21, 2014

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JuJuGrafiks,

We are working on improving the error messages.

In the mean time, does this document help at all?

Error: "Unable to sync files"

Regards,

Ben

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Adobe Employee ,
Jul 21, 2014

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Polly,

You need to paste it at a command prompt. Which version of Windows are you using?

Windows 7: from the desktop, click on the 'Start' menu, then type 'cmd' (and enter) in the search box at the bottom of the Start menu.

Windows 8: from the tiled start screen, just start typing 'cmd', and 'Command prompt' should pop up as the first search result.

Hope that helps,

Ben

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New Here ,
Jul 21, 2014

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Ben, I am using an iMac with OSX V10.8.5   I know NOTHING about computer programming or language so I appreciate specific instructions.  Thanks for the ongoing help.

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Adobe Employee ,
Jul 21, 2014

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Hi Polly,

These steps might be clearer than the ones above. Disregard my earlier steps, and try this instead:

1. Quit the Creative Cloud desktop application.

2. In Finder, under the 'Go' menu, choose 'Go to Folder'.

3. Copy and paste this into the dialog box that comes up: ~/Library/Application Support/Adobe/CoreSync/

(notice there's a tilde sign, '~', at the beginning -- that's important).

4. When you click 'Go', a folder should open. Delete options.tix in that folder.

5. Start the Creative Cloud desktop application and click 'Start syncing' in the Files panel.

Kind regards,

Ben

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Community Beginner ,
Jul 21, 2014

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i'm not Polly but was having the same issue. what you posted worked for me. If this helps Adobe find out what is wrong, I'm running OS Mavericks.  It happens if my computer restarts, or I take my MacBook from my home internet to a different internet, and restart for some reason.  FWIW. Thanks.

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New Here ,
Sep 15, 2014

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That was working for mac, Thank you!

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Community Beginner ,
Oct 05, 2014

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Hi Ben,

I’m having trouble syncing files, it does not sync between the web and my local computer.

Im using a macbook pro retina on the latest mavericks update 10.9.5 and latest cc desktop app.

I’ve tried deleting the options.tix file - this does not work for me.

Basically it looks like file sync never turns on, even when it is turned on in the preferences of the desktop app.

See a screenshot of the assets tab here:

Screen Shot 2014-10-06 at 11.45.43 am.png

Basically at the moment I have different files on the web and in finder and neither sync.

I've emailed you the zipped up core sync folder, please let me know if you have a solution!


Thanks,


Mike

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Adobe Employee ,
Oct 06, 2014

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MB305019,

Mike, this was a transient problem with the server which has been resolved. Please try syncing again now.

Best wishes,

Ben

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New Here ,
Nov 05, 2014

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Hi Ben,
I'm new to CC and it simple hasn't been syncing since the second or third day I used it.

Seriously got one file up and now it refuses to work. Rather frustrating...

Please help

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Adobe Employee ,
Nov 06, 2014

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MonkeySeeMonkeyDo,

Could you send us your log files so that we can investigate further? Please zip up the entire 'CoreSync' folder at the location below and send it to me at bmordue@adobe.com.

Mac:

/Users/<username>/Library/Application Support/Adobe/CoreSync

Windows:

C:\Users\<username>\AppData\Roaming\Adobe\CoreSync

'Library' on Mac and 'AppData' on Windows are both hidden folders. Please read these pages for help on showing these folders:

http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)

https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)

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Explorer ,
Nov 20, 2014

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I can't connect to the creative cloud server today, everything seems fine on my end and nothing has changed. I cant even view my files if I try to view them on the web.

Is the server down? it says its fine on the creative cloud status page.

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Community Beginner ,
Dec 02, 2014

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I get the same problem and screen as Mike above (post 23). I was previously getting the message that not all files were synced (with no indication of which if any files were syncing). Following various suggestions on this forum I uninstalled and reinstalled Adobe Creative Cloud and now get the same problem reported by Mike. I have deleted the options.tix file (see post 20) which made no difference. According to the Adobe website the file syncing service is fine. What is causing the problem? Everything has been fine for months. Adobe - please help.

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Explorer ,
Dec 02, 2014

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I am having the exact problem as Paul (above), without changing anything I started getting the message "some files failed to sync" so I tried the suggestions on this page. I reinstalled, reset the core sync files, used creative cloud cleaner. Now I get the same message at Mike "When you turn on file sync....". My laptop is experiencing the same issue, Im logged in with the same account on both systems. However my colleague isn't experiencing this problem. Does that provide a clue as to what is causing this?

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Adobe Employee ,
Dec 03, 2014

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Hi,

You should certainly email in your logs, these will provide very useful information into whats happening at your end, however, Adobe Support should be your first contact with these issue, this is not a support forum as such and support staff no not monitor this forum regularly.

I have checked out a few things for you and there are no service issue with Creative Cloud at the moment so file sync should be working as expected. I would suggest you read some of the links below, sometimes filename or file size can cause the message you are seeing, if not please contact Adobe Support as your next step.

https://forums.adobe.com/community/creative_cloud/host_sync

-http://helpx.adobe.com/creative-cloud/help/sync-settings.html

-http://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html

-Size Limits https://forums.adobe.com/thread/1488242

-sync and email link http://forums.adobe.com/thread/1427516?tstart=0

-Phantom folder problem https://forums.adobe.com/thread/1490445

Thanks

Warner

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Community Beginner ,
Dec 03, 2014

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Thank you Warner. I contacted Adobe support (chat) who were easy to get hold of immediately and were very polite and helpful. The issue now seems to be resolved. The steps I took were as follows:

1) I was asked to clear the archive in my Adobe file web page. The rep thought it might have been too full (though I would be very surprised if I was anywhere near my overall file size limit as I have not deleted much and my total file usage was only about 17% of my allowance). In any event, having done that my files started syncing again, very quickly.

2) Having successfully started syncing again, I then got the original error message to the effect that not all my files could be synced. Unlike previously, I could now see on my local machine which files these were as I was now getting those little green ticks and red crosses. It turned out that one particular subfolder and all its subfolder/files were not syncing. That is actually an old folder that I had not touched for months, so the problems cannot have been caused by anything I did recently.

3) I then renamed the top subfolder that was not syncing and all the sync indicators quickly turned green again. All my files seem to be up-to-date, judging by the indicators and the CC desktop window. I have tried a couple of quick changes both to my CC desktop folder and the web page and they seem to sync perfectly.

I am pleased to report that although the problems were worrying, time consuming and annoying, CC's support was excellent and the problem is now rectified.

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Explorer ,
Dec 03, 2014

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Thanks for the tips, Creative Cloud sync has let me down too many times since I started using it, and considering its holding all my session files and important data I cant afford to be held up by these errors. Ive switched to Google drive for the time being as it is rock solid. Ill switch back once Creative Cloud is stable which I hope isn't too far away.

For the sake of troubleshooting, clearing my archive did get my sync working again, even though had only filled %15 of my usage. It took half a day to troubleshoot and that was enough to warrant moving to a more stable cloud service.

I hope things get worked out.

Moja.

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New Here ,
Jul 19, 2014

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Worked for me, thank you very much Ben!

Cheers

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New Here ,
May 01, 2015

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I am having sync issues as well. I just spent an hour and a half with an Adobe Support via chat and all I got out of it is that I am unable to sync to certain shared libraries, but I can create my own and sync to it. Since I'm troubleshooting this from work I don't have hours and hours to spend trying to find a solution. I have tried everything suggested in the forum and nothing works. The Cloud Sync icon just says "Unable to write to disk". It was working before but suddenly stopped working several weeks ago and I am not sure why. I need to collaborate on the libraries for work, so I do need to find a solution.

Can anyone help me?

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Explorer ,
May 07, 2015

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Same issue here. Signed up for CC a few days ago. Used Creative Cloud sync once, putting a small file into the sync folder on my Macbook Pro. It seemed to sync fine. Now it doesn't work.

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Adobe Employee ,
May 11, 2015

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Hi Lisa,

Have you contacted Customer Care about the issues your seeing?

Thanks

Warner

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