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Why can't I permanently delete files from my creative cloud space?

Community Beginner ,
Dec 19, 2013

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every time I try to delete files it say "an error accured. try again later."

@AaronWinters - Are you able to see items in the Archive in the browser at https://creative.adobe.com/archive?

File deletion is a two-stage process (think the Trash on Mac OS or the Recycle Bin on Windows). Deleting files in the Creative Cloud Files folder on your computer moves them to the Archive. From the Archive you can restore or permanently delete items.

If you are not able to see items in your Archive let me know.

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Why can't I permanently delete files from my creative cloud space?

Community Beginner ,
Dec 19, 2013

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every time I try to delete files it say "an error accured. try again later."

@AaronWinters - Are you able to see items in the Archive in the browser at https://creative.adobe.com/archive?

File deletion is a two-stage process (think the Trash on Mac OS or the Recycle Bin on Windows). Deleting files in the Creative Cloud Files folder on your computer moves them to the Archive. From the Archive you can restore or permanently delete items.

If you are not able to see items in your Archive let me know.

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File sync

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Dec 19, 2013 0
Adobe Employee ,
Dec 19, 2013

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Investigating...

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Dec 19, 2013 0
Adobe Employee ,
Dec 20, 2013

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I have emailed you about resolving this issue.

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Dec 20, 2013 0
New Here ,
Jan 15, 2014

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I'm having the same issue. I move files out of the Cloud folder on my desktop but these changes arent reflected on the Cloud so that I'm nearing quota.

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Jan 15, 2014 0
Adobe Employee ,
Jan 17, 2014

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@AaronWinters - Are you able to see items in the Archive in the browser at https://creative.adobe.com/archive?

File deletion is a two-stage process (think the Trash on Mac OS or the Recycle Bin on Windows). Deleting files in the Creative Cloud Files folder on your computer moves them to the Archive. From the Archive you can restore or permanently delete items.

If you are not able to see items in your Archive let me know.

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Jan 17, 2014 0
Community Beginner ,
Feb 03, 2014

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I am having this issue. Every time I try to delete the archive I get an error.

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Feb 03, 2014 0
Adobe Employee ,
Feb 03, 2014

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@tjbugler - We have deleted the files in your Archive.

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Feb 03, 2014 0
New Here ,
Feb 28, 2014

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Well, Adobe, I'm having the same issue (trying to delete from archive on the web interface, getting errors, no success). What should I do now and next time this happens? Wait for a fix? Get someone there to manually do it for me each time this happens?

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Feb 28, 2014 1
Adobe Employee ,
Mar 07, 2014

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Hi Otvtech,

Were you able to empty your archive successfully? What error are you getting? Would it be possible to post a screen shot example if you are still having the issue?

This doc has instructions for how to empty the Archive (permanently delete the online files) if needed:

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

Thanks,
- Dave B

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Mar 07, 2014 0
New Here ,
Mar 08, 2014

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If I remember correctly, the error message was simply "An error occurred / Try agan later / OK" in a simple modal alert. I re-tried just now and the archive emptied as one would normally expect. Perhaps the issue was transitory, relating to server backend error response, and I didn't remember to check the Javascript or network logs for the actual server response at the time.

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Mar 08, 2014 0
New Here ,
Aug 22, 2014

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I have the same problem to delete my files. Could you do it, please? Thank you.

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Aug 22, 2014 0
Participant ,
Jun 15, 2019

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Hi Ken

This issue is a problem with my account. Can you please wipe my archive (delete) folder?  It is eating half of my space and I cannot delete them all.THANK YOU SO MUCH!

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Jun 15, 2019 0
Participant ,
Jul 08, 2019

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Hi Again Adobe...

I REALLY REALLY WOULD LIKE MY DELETED FILES FOLDER CLEARED - ie PERMANENTLY DELETED. IT WILL NOT LET ME DELETE MANY OF THE FOLDERS ETC IN THE TRASH FOLDER.

I get the same errors as mentioned above by others... PLEASE PLEASE!

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Jul 08, 2019 0
New Here ,
Aug 22, 2014

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I have same problem, could you share the solution for this issue, please. Thnks.

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Aug 22, 2014 0
Adobe Employee ,
Aug 22, 2014

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@Manuel Moreno - We have deleted the items in the Archive for you.

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Aug 22, 2014 0
New Here ,
Aug 24, 2014

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Thanks, Ken.

Is there any problem with Archive? Why I can't clean it? I mean, there are files that I can delete and other not.

Thank again

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Aug 24, 2014 0
Adobe Employee ,
Aug 25, 2014

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@Manuel Moreno - For the just resolved problem you had over 10,000 items in the Archive. So there might have been a timeout.

If you run into any problem in the future just post a message in this forum. We can figure out the reason.

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Aug 25, 2014 0
Community Beginner ,
Mar 10, 2020

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I'm not able to empty my deleted items - it errors our pretty much every time. Can someone clear mine out for me?

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Mar 10, 2020 0
Community Beginner ,
Mar 24, 2014

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I am also having this issue. When I try to delete the archive I get an error "An error occurred, please try again.". Will there be a fix for this anywhere in the near future?

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Mar 24, 2014 1
Adobe Employee ,
Mar 25, 2014

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@paper1 - Which operating system version and browser version are you using? Also let us know and we can delete all the items in your Archive if you would like us to.

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Mar 25, 2014 0
Community Beginner ,
Mar 25, 2014

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I am using OSX 10.9.2 and Chrome 33.0.1750.152. I would appreciate if you could delete the items in my archive. Thank you! I've also tried it in Safari 7.0.2 with the same result.

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Mar 25, 2014 0
Adobe Employee ,
Mar 25, 2014

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@paper1 - Thank you for the OS and browser information. We will investigate. All items in your Archive have been deleted. If you see this issue again let us know.

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Mar 25, 2014 0
New Here ,
Mar 05, 2016

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Hi I have the same problem deleted all files from archive but 2 folders are still there please help...

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Mar 05, 2016 0
Adobe Employee ,
Mar 08, 2016

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@miroslavm83043086 - Your Archive is empty. If the two folders had a large number of nested items it takes a moment for the permanent deletion to complete.

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Mar 08, 2016 0
New Here ,
Apr 25, 2014

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I have deleted all my files from Desktop Creative Cloud, but they still remain on the Adobe site. I have even archived some and permanently deleted them from the archive.  For most though, they "was an unexpected error" that occurs.

I could archive each file one by one but that would be WAY too time consuming. I would like to start completely over really. There is not a thing in my Cloud that I want to keep. Is is possible for someone at Adobe to just wipe my Cloud completely clean? It would be much appreciated.

Thanks.

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Apr 25, 2014 0
Adobe Employee ,
Apr 25, 2014

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Hi DarkRaven215,

Are you still having the issue? Just to confirm, you are wanting all of your files online to be removed?

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Apr 25, 2014 0
New Here ,
Apr 25, 2014

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Yes, I am still having the issue. And yes, I would like ALL of my files taken off of my online Cloud storage. It would be MUCH appreciated. I just want to start over completely.

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Apr 25, 2014 0
New Here ,
May 05, 2014

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The files in my Creative Cloud are still there on Adobe.com under the CC page where you manage your files and stuff. And on my Creative Cloud Desktop, the usage of my Creative Cloud says 25.92% percent used, although I have deleted the files from my desktop directory. I understand that you have to permanently delete them from the archive to actually free up space, but the some of the files in my Documents folder are extremely large (up to 2 gigabytes on some). This is mainly because there are some folders with hundreds of folders inside of them. As some have paths like this: "world-lighting\0\10\1\0\0\0\AE\3\1\2\0\1\21\02\04\05\06\1\2\4\1\0\0\0\0"

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May 05, 2014 0
Adobe Employee ,
May 05, 2014

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Hi DarkRaven215,


I've requested that they be cleared for you.

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May 05, 2014 0
Adobe Employee ,
May 07, 2014

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Hi DarkRaven215,

It should be resolved now.

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May 07, 2014 0
New Here ,
May 08, 2014

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Thanks! It is cleared now. You helped me so much!

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May 08, 2014 0
Explorer ,
May 10, 2014

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hey, i'm having the same problem.

can't delete an archive @ https://creative.adobe.com/archive

mac os x 10.9.2

firefox 29.0.1

Screen Shot 2014-05-10 at 8.37.02 PM.png

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May 10, 2014 0
Adobe Employee ,
May 12, 2014

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Hi Tyrell corp.

I've reported it to get fixed. Is it okay just to empty it from our side?

Thanks,

- Dave

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May 12, 2014 0
Explorer ,
May 12, 2014

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yes - thanks!

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May 12, 2014 0
Adobe Employee ,
May 13, 2014

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Hi Tyrell corp.

We did some work on your account from our side. Are you still seeing the behavior or is it working now?

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May 13, 2014 0
New Here ,
Aug 04, 2014

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I'm having exactly the same issue as Tyrell corp.  Same message.  Can't delete the archived files.

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Aug 04, 2014 0
Adobe Employee ,
Aug 04, 2014

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@Wryclad - Investigating the problem with your account.

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Aug 04, 2014 0
Adobe Employee ,
Aug 04, 2014

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@Wryclad - Finished initial investigation. You have no items (files and folders) in the Archive, so there is nothing to Permanently Delete. Are you seeing an error when you try to move an items from the Files to the Archive? Do you have a screenshot of the error you are seeing?

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Aug 04, 2014 0
New Here ,
Aug 04, 2014

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Thanks for the quick reply.  I tried about 10 times to permanently delete the files over a period of about 5 hours and I got the same error message every time.  Now that I return to it though, the files have gone.

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Aug 04, 2014 0
Adobe Employee ,
Aug 04, 2014

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@Wryclad - Thank you for the update. Do you know how many files you were trying to delete, or any information about the folder structure? Feel free to send me a private message with any details.

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Aug 04, 2014 0
New Here ,
Aug 06, 2014

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Having the exact same issue. Trying to solve a syncing issue by starting over from my machine, but can't actually delete the old stuff from the archives. Please fix.

And recognize that this is obviously part of a larger issue with your cloud service, rather than addressing it piecemeal.

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Aug 06, 2014 0
Adobe Employee ,
Aug 06, 2014

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@NealAlanSpurlock - Would you like us to delete the items (files and folders) in the Archive for you? We realize problems are frustrating. Initial analysis of your account shows that you are facing a different issue than other customers reported in this thread.

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Aug 06, 2014 0