Why do I have 3 'Creative Cloud Files' folders?

Community Beginner ,
Mar 10, 2015

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Hello! I have a question about the Creative Cloud folder structure/syncing.

I installed the Creative Cloud Desktop application on my MacBook Pro and then installed the following programs: Lightroom, Photoshop, InDesign, Illustrator, Acrobat Pro.

Once I had done that I switched 'file sync' on in the Desktop Application bar.

I noticed that I have three different areas called 'Creative Cloud Files' and one of these folders is called 'Creative Cloud Files Unknown' [see screenshot below].

Screen Shot 2015-03-10 at 9.18.41 pm.png

Does anyone know why there are three separate locations? Which area am I supposed to save my files in so that I can sync them with the cloud? Can I delete the one that says 'unknown' in the file name? I assume that the folder listed in the Favourites Bar is the same place as the 'Creative Cloud Files' folder in my account?

With the recent update of the Creative Cloud Desktop app (1.9.1.474) we unfortunately introduced a bug which causes the creation of a new Creative Cloud Files folder, and re-sync of all content. This will only occur the first time the sync application runs after the update. This has caused understandable pain and confusion, for which we truly apologise.

We have taken steps to ensure we increase our focus on quality in this area to prevent a recurrence.

The Creative Cloud Files app contains logic that supports the use of multiple Adobe IDs. This allows you to sign out of one ID and in to another, but keeps your Creative Cloud content separate. When you sign out and change IDs, the app moves the previous Creative Cloud Files folder and it's contents and appends it with the previously signed in ID (User@AdobeID). It then creates a new main folder and starts to sync content of the new ID.

The bug which I mentioned previously occurs, as the app believes an ID switch has taken place and as such, moves the current Creative Cloud Files folder and tries to append the previously signed in ID. As no switch has actually taken place it manifests as (Unknown).  The app then creates a new main folder at syncs down the data.

Essentially what you end up with is a Creative Cloud Files folder with your newly sync'd data and a Creative Cloud Files (Unknown) folder that contains duplicate data.

This occurs once, after the last update completes.

The fix is to simply delete the Creative Cloud Files (Unknown) folder.

I would advise that you ensure you have no pending edits that you may have made offline and that you check the contents of the new, main Creative Cloud Files folder contains everything you expect it to.  If not, check the contents of the Creative Cloud Files (Unknown) folder.

If there is still a discrepancy with your data, you can check on creative.adobe.com to confirm your data is there.

If you have any further problems or questions about this particular issue please email syncforum-communication@adobe.com


Again, let me say we are sorry for any inconvenience caused

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Why do I have 3 'Creative Cloud Files' folders?

Community Beginner ,
Mar 10, 2015

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Hello! I have a question about the Creative Cloud folder structure/syncing.

I installed the Creative Cloud Desktop application on my MacBook Pro and then installed the following programs: Lightroom, Photoshop, InDesign, Illustrator, Acrobat Pro.

Once I had done that I switched 'file sync' on in the Desktop Application bar.

I noticed that I have three different areas called 'Creative Cloud Files' and one of these folders is called 'Creative Cloud Files Unknown' [see screenshot below].

Screen Shot 2015-03-10 at 9.18.41 pm.png

Does anyone know why there are three separate locations? Which area am I supposed to save my files in so that I can sync them with the cloud? Can I delete the one that says 'unknown' in the file name? I assume that the folder listed in the Favourites Bar is the same place as the 'Creative Cloud Files' folder in my account?

With the recent update of the Creative Cloud Desktop app (1.9.1.474) we unfortunately introduced a bug which causes the creation of a new Creative Cloud Files folder, and re-sync of all content. This will only occur the first time the sync application runs after the update. This has caused understandable pain and confusion, for which we truly apologise.

We have taken steps to ensure we increase our focus on quality in this area to prevent a recurrence.

The Creative Cloud Files app contains logic that supports the use of multiple Adobe IDs. This allows you to sign out of one ID and in to another, but keeps your Creative Cloud content separate. When you sign out and change IDs, the app moves the previous Creative Cloud Files folder and it's contents and appends it with the previously signed in ID (User@AdobeID). It then creates a new main folder and starts to sync content of the new ID.

The bug which I mentioned previously occurs, as the app believes an ID switch has taken place and as such, moves the current Creative Cloud Files folder and tries to append the previously signed in ID. As no switch has actually taken place it manifests as (Unknown).  The app then creates a new main folder at syncs down the data.

Essentially what you end up with is a Creative Cloud Files folder with your newly sync'd data and a Creative Cloud Files (Unknown) folder that contains duplicate data.

This occurs once, after the last update completes.

The fix is to simply delete the Creative Cloud Files (Unknown) folder.

I would advise that you ensure you have no pending edits that you may have made offline and that you check the contents of the new, main Creative Cloud Files folder contains everything you expect it to.  If not, check the contents of the Creative Cloud Files (Unknown) folder.

If there is still a discrepancy with your data, you can check on creative.adobe.com to confirm your data is there.

If you have any further problems or questions about this particular issue please email syncforum-communication@adobe.com


Again, let me say we are sorry for any inconvenience caused

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Mar 10, 2015 2
New Here ,
Mar 16, 2015

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Hello,

I have exactly the same problem (well, I guess that's a problem). The one called "unknown" is empty while the other one contains the saved files (PSD, AI...). I tried to put it in the trash. We'll see how it works...

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Mar 16, 2015 0
Adobe Employee ,
Mar 17, 2015

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Hi,

Have you recently logged in with a different AdobeID?, this is cause when a user is logged out and then logs back in. Does the Creative Cloud Files Unknown folder contain your files?

Thanks

Warner

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Mar 17, 2015 0
Community Beginner ,
Mar 26, 2015

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HI,

I have same problem. I am logged on both machines with same Adobe ID.

I have tried from scratch, to install CC app again but just does the same.

Is there any fix yet?

Thanks Daniel

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Mar 26, 2015 0
Community Beginner ,
Mar 28, 2015

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Hi all,

Well I ended up deleting the 'unknown' one and nothing seemed to happen so it's fair to say that it's just a ghost folder that doesn't affect functionality maybe!

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Mar 28, 2015 0
Adobe Employee ,
Mar 30, 2015

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Hi,

Can you confirm that you have been logging in with different Adobe IDs?, this is the only time this would happen.

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Mar 30, 2015 0
Explorer ,
Apr 02, 2015

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I have this exact same problem. I have not logged out of my Adobe account and I only have one Adobe ID. My (unknown) folder has what appears to be, duplicate files in it. It showed up randomly this morning when I booted up my computer. Unfortunately I have no time to troubleshoot yet another annoying issue with CC.

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Apr 02, 2015 0
New Here ,
Apr 02, 2015

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I did not log in with a different Adobe ID and it happened to me- it just started happening where I saw it was re-syncing all my files. This is quite scary, since all my work files I store in there.

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Apr 02, 2015 2
Adobe Employee ,
Apr 02, 2015

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Sorry for the inconvenience this issue is causing.  The File Sync engineering team is actively investigating.  We'll provide an update as soon as we have more information to share.

Thanks,
Elba

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Apr 02, 2015 0
Community Beginner ,
Mar 30, 2015

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HI,

I only have one account.

This still happened, lest time I deleted the 'ghost' folder i lost recent files.

I have since other stopped using cloud altogether, it has cost me 3 days of work which isn't acceptable for a paid solution.

So back to Dropbox for some reliability. Free version

Daniel

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Mar 30, 2015 1
Community Beginner ,
Apr 02, 2015

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I just restarted my win 7 machine and found my Creative cloud folder contained the original directories but no files. Fortunately I found a Creative Cloud unknown directory that contained all my files. What's up with that?

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Apr 02, 2015 0
Community Beginner ,
Apr 02, 2015

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Same issue here. Have duplicate Creative Cloud folders one appears with (unknown) next to its name. Also the folder with (unknown) next its name, the contents do not have the folders with a green check mark next to it. I am a user on a team account.

Screen Shot 2015-04-02 at 2.33.11 PM.pngScreen Shot 2015-04-02 at 2.33.46 PM.png

Screen Shot 2015-04-02 at 2.33.54 PM.png

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Apr 02, 2015 0