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Unable to sync due to server error

Community Beginner ,
Nov 20, 2015

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Hey,

I've been having this problem for a long long time. Would love some help.

I have my most used catalog stored in the Creative Cloud folder so I can also access it from my laptop when needed. Occasionally it works perfectly but these days, more often than not, I get the message "unable to sync due to server error". The difficult thing is that there is no consistency to the issue making it very hard to diagnose the cause.

I never run the catalog on both computers at the same time. I always allow one to sync before opening the other. There is also no issue with the naming of the files.

Looking at the current occurance it seems to only be smart previews that are not syncing. I discarded all of the smart previews in the catalog and built them again to see if that would work. I've also tried logging in and out of CC. I have deleted the program and reinstalled it before but I don't see the point of doing it again.

Perhaps if I were to delete the program and reinstall it the syncing would work again. But the real problem is why I seem to be in this never ending cycle. It works for a while, then the problem comes back. I troubleshoot it by doing one, if not all, of the steps above. And it fixes the issue. Then it comes back. 

I'd really love some advice here. Should I just stop using CC for this? Maybe try Dropbox instead?

Thanks

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File sync

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Unable to sync due to server error

Community Beginner ,
Nov 20, 2015

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Hey,

I've been having this problem for a long long time. Would love some help.

I have my most used catalog stored in the Creative Cloud folder so I can also access it from my laptop when needed. Occasionally it works perfectly but these days, more often than not, I get the message "unable to sync due to server error". The difficult thing is that there is no consistency to the issue making it very hard to diagnose the cause.

I never run the catalog on both computers at the same time. I always allow one to sync before opening the other. There is also no issue with the naming of the files.

Looking at the current occurance it seems to only be smart previews that are not syncing. I discarded all of the smart previews in the catalog and built them again to see if that would work. I've also tried logging in and out of CC. I have deleted the program and reinstalled it before but I don't see the point of doing it again.

Perhaps if I were to delete the program and reinstall it the syncing would work again. But the real problem is why I seem to be in this never ending cycle. It works for a while, then the problem comes back. I troubleshoot it by doing one, if not all, of the steps above. And it fixes the issue. Then it comes back. 

I'd really love some advice here. Should I just stop using CC for this? Maybe try Dropbox instead?

Thanks

Topics

File sync

Views

275

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Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Adobe Employee ,
Nov 23, 2015

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Hi

Could you please use the log collector tool ( https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html )and send the zip file on your desktop to me at SyncForum-Communication@adobe.com.


Please provide the following information in your email.

  • Forum post link:
  • Your and your colleague's Adobe ID:
  • Do your colleagues and you log different accounts into different computers? Or you share one computer but log into different accounts? Or you share one computer using one Creative Cloud account only?
  • Are you using Creative Cloud collaboration?
  • What Operating systems are you using:
  • Type of internet connectivity (Ethernet/WiFi):
  • Using a proxy (Y/N):
  • Firewall (None/Corporate/Local):
  • Timezone of your computer:

Thanks

Warner

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Community Beginner ,
Nov 25, 2015

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Hi,

I sent all the info over a few days ago.

Could you confirm it has been received?

Thanks,

Max

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Adobe Employee ,
Nov 26, 2015

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Hi Max:

Thanks for your information and we have received your logs and will provide your solution after investigation ASAP.

Best Regards.

Lin

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