Why won't my new internet service upload or download work files to Creative Cloud?

[Robert Casazza]

I've been saving my work files for InDesign on Creative Cloud for over a year.

Each file is 75.5 MB. Only a few have been archived...so I have plently of space.

3 weeks ago, I switched to Shaw Cable (British Columbia) from another local provider.

Since then, I can't upload or download my files to or from Creative Cloud.

The blue bar moves slowly...stops and everything quits.

I've been on the phone with Shaw Tech Support.

10 MBPS is what we're getting.

Speed and connections all check out. No conflicts with router.

But still...no uploads or downloads complete.

They have no answers.

This weekend we tried my son's service in Seattle.

It worked fine.

Also tried at a different location in Seattle...and it also worked.

So what's wrong with Shaw Cable?

Please help if you can.

Thank you

[David__B]

Hi Robert,

Sorry for the delay in responding. Are you still seeing the issue?

• How long does it attempt to upload before it fails?
• Does it happen with all files regardless of size?

If you wouldn't mind uploading some log files from your computer it will help us investigate too

They are located at

Mac:

<Mac Hard Drive>/Users/<username>/Library/Application Support/Adobe/CloudSync/CoreSync-YYYY-MM-DD.log

(where YYYY-MM-DD indicate the date of the last log)

Note: The Users Library user folder is hidden on starting with 10.7 or later

see http://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html

Windows:

C:\Users\<username>\AppData\Roaming\CloudSync\CoreSync-YYYY-MM-DD.log

Note: The AppData folder is hidden by default this doc shows how to show it if needed

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

Would you be able to zip the log files into a single file, upload them to Creative Cloud, make it accessible for download, and post the download link here?

Thanks,

- Dave

[Robert Casazza]

Hello David.

I appreciate your reply.

Answers:

1.) We are uploading a cookbook InDesign file that's 76 MB.

It uploads very slowly to Creative Cloud. The blue bar gets half way across, after 10 minutes or so…then quits.

There is a error message that the disappears.

When we download from Creative Cloud…same size file it comes in only as code.

Attached:

2.) I tried on a smaller file, around 25 MB and it uploaded fine.

3.) I will try to upload some files from my Mac now.

Will get back to you.

Many Thanks.

Bob Casazza

[Robert Casazza]

Hello Dave.

Just sent y a like of the Zip File "Archives" I uploaded to Creative Cloud.

Bob Casazza

[David__B]

Hi Bob,

Thanks for the follow up and details. So it sounds like its working now unless I misunderstood. If you start having difficulties again please let us know.

Thanks,

- Dave

[Robert Casazza]

Hi Dave.

No. Still cannot download or upload our Cookbook to Creative Cloud…with my service in British Columbia.

Just tried again.

I can upload and download successfully in the states.

I really don't get it.

Bob

[David__B]

Is the issue occurring from the same computer at different locations? I wondered if it might be related to firewall software

[Robert Casazza]

Hi David B.

No.

It occurs on both our computers when we are in Canada.

It works fine when we're in the states.

That's what puzzles us.

Thanks for the help.

Bob

[David__B]

Thanks for the info Bob, I'll see if there is anything we can do from our side