A

Anonymous

Answered

This morning's Creative Cloud Update just REMOVED FILES from my computer, how do I contact Adobe??

Forum|Forum|9 years ago
February 11, 2016
30 replies
33787 views

I work at Backblaze.

We are getting a TON of customers reporting that when Adobe Creative Cloud updates

on the Macintosh (which it did this morning 2/11/2016) then it removes the

contents of folder /.bzvol/ which belongs to Backblaze (this folder does

not belong to Adobe Creative Cloud!!) Removing this folder disables

Backblaze. Here is an FAQ on it:

.bzvol is missing : Help Desk

Does anybody know how to contact Adobe to ask them to PLEASE STOP
ROLLING THAT UPDATE OUT. Or possibly stop removing our software's

files?!

If you use Backblaze, you should stop installing Adobe Creative Cloud updates

until they start behaving better. They might be removing OTHER RANDOM FILES

from the file system?

This topic has been closed for replies.

Correct answer bhatnaga

I just noticed that creative cloud popped up an update available notice, version 3.5.1.209. Think I'll wait till adobe gives the official release notes before I update this time

Hi,

CC build 3.5.1.209 has the fix for the problem described in this thread. We are rolling out the update and should be available to everyone soon.

Regards,

Anirudh Bhatnagar

Creative Cloud Lead Quality Engineer

Show previous replies

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Creartelia

Participant

It is unacceptable that has released an update that have these flaws . In my case it has deleted all files that were contained in folders that begin with " - " the root directory. It has happened in two of the computers in my company were using Indesign, only on my hard drive have been deleted 45GB of information. Quite possibly we undertake legal action.

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Anonymous

Hahahaha, your Ts&Cs are not worth the paper they are written on, the courts in the US do not look favorably on instances such as this... But I am sure your legal counsel already knows that.

It will be interesting to see what Adobe does next and how much the monetary damages end up being

PS. I am not a lawyer, but I did stay at a Holiday Inn Express last night...

A

Anonymous

I suspect the steps that are being taken is with their legal counsel, through Adobe's apparent negligence thousands and thousands of man-hours of work was likely destroyed...

Sir Nadsworthy

Participant

197 GB of working files Gooooone! Wow.

Today was meant to be a great day.

31 degrees

Blue skies

A little work in the morning

A couple beers at the beach

Deadpool in the late arvo...

Um, seems things took a turn for the worst.

Oh Adobe.

DaveChap

Known Participant

Just to be sure, is this only happening in the first folder in the root Macintosh HD directory? In the case of non-Backblaze customers, that would be the hidden DocumentRevisions-V100 folder keeping track of changes made in auto-saved documents.

A few questions I'm trying to answer now:

1. People that have folders with a leading space, are they in the Macintosh HD directory or somewhere else?

2. Is this folder emptying happening on launch or initial install of .206 or a continued process that happens all the time until an update is released? My CC app updated all on its own, but I opened up some documents to see if my version histories were wiped. I still had access to them, and also verified through Terminal that the folder had content (DocumentRevisions).

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braddock6921

Inspiring

davechapfilms - In my case, the folder with the leading space was on the top level of the Mac HD Directory, right up there with the Applications, System, and Users folders. It was simply named (space)Clients. I have since changed it to read _Clients as I understand that simple change will prevent the erasure. Inside that folder, about half of my client folders were removed to whereabouts unknown.

As far as exactly when and how it happened, I have the Adobe Cloud icon up in my menu bar and I'm assuming it is automatically updating something, although I'm not sure as I haven't delved into it that much. I recently needed an update from CS6 to CC Flash in order to create some HTML5 banner ads, so I really haven't upgraded my other CS6 software.

Hope this helps to better understand.

DaveChap

Known Participant

At 11:29am today, I went to creative.adobe.com to download the Creative Cloud app. It downloaded and installed .206, as I just confirmed after launched and checking preferences.

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Mark Wycherley

Participating Frequently

I find:

In the internal package contents plist, it says it is .209
in the user preferences pane after you install it, it says it is .206

No idea what it really is.

kellisswan

Participating Frequently

Yes - other folders can be affected. I had a clients folder named with an initial "space" so that it would show at the top of my window. Nearly 90% of the files in that folder were deleted by Adobe CC. Unbelievable!!!

I'm still trying to wrap my head around the fact that Adobe released this update. Do they test before release anymore?

rydesigns

Participant

I watched helplessly as all the files from one specific folder just started disappearing Thursday afternoon. Unfortunately, it contained all of my working files for my clients. I spent the next 24+ hours trying to figure out what had happened. Contacted Apple tech support and we walked through everything to determine it wasn't a hard drive issue. Finally figured out that it was in connection to the Adobe update. I was on the phone with Adobe tech support and we both watched as more files (dummy files I had copied over to that same folder as a test) disappear. They finally told me they were aware of a bug with this new update and are looking into it. This was 24 hours after the original fiasco. Like braddock6921 the folder that was affected had a space before the first letter in order to keep it atop my hard drive contents. This folder contained Adobe files, but was not tied in any way to the Creative Cloud Files folder, which I do not use). No other files or folders were affected.

What are the chances, even if the bug is fixed that we'll ever see these missing files again? Where could they have disappeared to? I have run Data Recovery software and am not finding any of those files that have disappeared. This is beyond devastating for a small business.

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braddock6921

Inspiring

Like rydesigns, I spent a good deal of time trying to figure out what had happened to my folders/files and ran a number of programs in the hopes of trying to retrieve them. In addition to that, I was worried there may have been additional files, further down inside my folders on my hard drive which too may have mysteriously disappeared. I had not idea that this might even be related to Adobe CC had it not been for a photographer friend and fellow CC user who read about this on one of his photography forums and then emailed me a link to the article. Immediately, an email should have been sent out to Adobe CC users to warn them of the situation and possible solutions to avoid any further 'destruction' to their drive's contents. I love working with the Adobe software, but a begrudgingly signed up for CC and now am seriously having regrets about doing so. CS6 did and still does most of what I need to do. As a freelance designer I can't afford the downtime this has imposed upon my work schedule. Not that any of us can afford the downtime, but I don't have a large corporation to 'absorb' the time it takes to try and search out the problem and then recreate any necessary lost work.

americaninventive

Participating Frequently

This is quite a violation of our trust, isn't it?

Since I still have my .DocumentRevisions-V100 folder, did something else get deleted?

Would Adobe like to offer us a data recovery tool ASAP so we can find out?

Will Adobe listen to their lawyers and do as little as possible to take responsibility for the damage they've done, or will they do whatever it takes to regain our trust?

So many questions…

I

Illustrator TwuSM

Inspiring

Just to ask, if I do download creative cloud now off adobe's official link here Download Adobe Creative Cloud apps | Free Adobe Creative Cloud trial (its adobe official SEA page), will it be version 3.5.0.206 or an older one which doesn't delete files off root?

I tried to ask adobe on twitter about this, but their answers weren't really clear.