HELP: Creative Cloud Folder Empty After Updates - All Files Disappeared

[oh brother]

After a Microsoft Windows update and then a Photoshop app update, my Creative Cloud folder is completely empty. Nothing anywhere, not in Synced Files, Cloud Documents, Mobile Creations, Published or Deleted. This is hundreds of files, years of work.

Here are the circumstances:

I had pasted an ai smart object into Photoshop and was updating it in Illustrator while streaming live news on the PC.  Went back to Illustrator and found I couldn't switch tools, then noticed the streaming news was frozen.  Internet signal/connection seemed fine.  Since my ai doc was already saved, I decided to restart.  Closed all open apps first; Photoshop closed without an issue, Illustrator was not responding, but then finally closed - I may have clicked on the red X a few times.  Per the Start menu, a Windows update was ready so clicked on "Update and Restart" and waited for the system restart.

After the restart, thought I'd check for updates for my Adobe products.  So before opening any other apps, I open the Adobe Creative Cloud app on my PC, log in and run the update for Photoshop.  Once it's done, I click open, get a message for a trial and click "no thanks."  Photoshop is working fine, I can see the one smart object on the Libraries panel, but it's not showing the last update.  I open Illustrator, but Recent Files is only showing files from last month.  When I click to open a file saved last month, I get an error message that the file has been deleted or moved.  I go to File Explorer on my PC and when I click on Creative Cloud, the folder is empty:

Scared sh*tless, I go to Files on the Adobe Creative Cloud app and get the same thing. I click on View on Web and nothing is in any of the folders, even the Deleted folder is empty.  I check the Recycle Bin on my PC, and the files are not there either.  I've already restarted again to no avail.

Not sure if this has any relevance, but the Adobe Creative Cloud app is asking if I want to start a trial to Photoshop when I already have a subscription, maybe the version I have is older.

[kglad · Accepted solution]

check your account to verify your subscription is what you expect and to verify your adobe id (used in the next step), https://accounts.adobe.com/

if your account shows

a. your subscription is active,

1.  sign out and then back in to your cc desktop application using the same adobe id above to verify your subscription:  http://helpx.adobe.com/creative-cloud/kb/sign-in-out-creative-cloud-desktop-app.html

2.  if that fails, https://helpx.adobe.com/manage-account/kb/stop-creative-cloud-trial-mode-after-purchase.html

3.  if that fails, https://helpx.adobe.com/creative-cloud/kb/cc-reverts-to-trial.html

4.  if that fails, using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

if your account shows

b. you have no subscription and you're paying for one

1. using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

[oh brother]

Thank you for your reply.  Turns out I'd used a different email address to log into Creative Cloud before the updates.  As you suggested, I checked my account and when I didn't see the Adobe products I'm subscribed to, checked my other email account, saw all the Adobe correspondence and realized what had happened.  I cannot thank you enough!

[kglad]

you're welcome.

[Test Screen Name]

It's very bad when things like this happens, so I hope you're preparing to use your backups. Before you do, go to https://creativecloud.adobe.com, sign in, and see if your files are there. It could be a problem with your files synching to your computer.

If you don't have a backup of years of work, I'm speechless.