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Why are files deleted from a shared CC location?

Community Beginner ,
Apr 06, 2016

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Recently I've had files deleted from 2 different shared CC locations. None of the users deleted files.

In one of the shares, I was able to recover the files out of the Archive. However in the other, the files are gone. I am the owner of the shares, so I know no one else removed them from the archive.

Can someone help?

Hi:

Sorry for your inconvenience, and we would like to request more information to investigate your issue and provide the solution. 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 kindly provide the information below:


  • The 2 shared folders' name:
  • The specific files' names that are affected in the shared folders
  • Adobe ID:
  • Forum post link:
  • Type of internet connectivity (Ethernet/WiFi):
  • Using a proxy (Y/N):
  • Firewall (None/Corporate/Local):
  • Timezone of your computer:


Best Regards.

Lin

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File sync

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Why are files deleted from a shared CC location?

Community Beginner ,
Apr 06, 2016

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Recently I've had files deleted from 2 different shared CC locations. None of the users deleted files.

In one of the shares, I was able to recover the files out of the Archive. However in the other, the files are gone. I am the owner of the shares, so I know no one else removed them from the archive.

Can someone help?

Hi:

Sorry for your inconvenience, and we would like to request more information to investigate your issue and provide the solution. 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 kindly provide the information below:


  • The 2 shared folders' name:
  • The specific files' names that are affected in the shared folders
  • Adobe ID:
  • Forum post link:
  • Type of internet connectivity (Ethernet/WiFi):
  • Using a proxy (Y/N):
  • Firewall (None/Corporate/Local):
  • Timezone of your computer:


Best Regards.

Lin

Topics

File sync

Views

479

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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 ,
Apr 07, 2016

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Looked at your account metadata. You have 32 files and 6 folders in the Archive. Those 6 folders contains 18 files. Folders in the Archive are "flat" meaning you cannot see inside of them so will need to Restore them to see their contents.

If you are the owner of a shared folder then if a non-owner removes items they go into your Archive and also into the Trash (on Mac OS X) or Recycle Bin (on Windows).

The CC Assets web site makes no changes without a user taking an action. Core Sync should only update files based on your actions. I would follow up with the Core Sync team to understand what happened. Use the Adobe Log Collector Tool at https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and directly email the logs plus explanation of the problem to SyncForum-Communication@adobe.com. Please provide the additional information outlined by Warner Harress in this Adobe forum post at https://forums.adobe.com/message/8385752#8385752.

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Adobe Employee ,
Apr 12, 2016

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Hi:

Sorry for your inconvenience, and we would like to request more information to investigate your issue and provide the solution. 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 kindly provide the information below:


  • The 2 shared folders' name:
  • The specific files' names that are affected in the shared folders
  • Adobe ID:
  • Forum post link:
  • Type of internet connectivity (Ethernet/WiFi):
  • Using a proxy (Y/N):
  • Firewall (None/Corporate/Local):
  • Timezone of your computer:


Best Regards.

Lin

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