A

Anonymous

해결됨

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 답변들
33787 조회

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?

이 주제는 답변이 닫혔습니다.

최고의 답변: 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

이전 답글 보기

L

LexS

Participant

I have just created 3 folders in the root, one with two leading .. points to be sure it will not happen here.

Question: can you not make the .bzvol protected to the highest authorisation? Would that help?

I

Illustrator TwuSM

Inspiring

Hi guys, I was one of the people who got the auto update to this version. I now uninstalled Photoshop CC and CC just in case, and will reinstall once Adobe rolls out a new update. Sigh.

In my case my top root folder was .DocumentRevisions-V100. I can't see what is inside though.

Can anybody answer me as to what is inside the .DocumentRevisions-V100 folder, and what would happen if the content is gone?

I

imksn

Participating Frequently

‌phthalojohan,

IF you go to the 16th entry above, there is a link to an arstechnica article that summarizes what's in the folder and how to work around so files in that folder aren't lost.

I

Illustrator TwuSM

Inspiring

Thanks imksn. That clarifies it. Funny thing is I haven't seen any error messages or lost any work... don't really use the autosave feature. Wasn't even aware of the problem until macrumor talked about it.

I

ishouldbeanactress

Participant

First it was the data breach which has me with a credit alert every 90 days for the rest of my life and now this.

You have no business touching anyone's files or programs.

B

braddock6921

Inspiring

Just to go on the record, I too wound up with half of my client folders removed from my hard drive this morning. You see, as some others, I had my "Clients" folder labeled with a space before the first letter of the folder so that it would sit at the top of my directory. The folder itself was not deleted, but as I mentioned about half of the client folders inside that folder were MIA.

At first I attributed it to the fact that we had a neighborhood power failure last night (Thurs), but after reading several posts on the 'disappearing' files, I'm starting to think it had nothing to do with the power failure. I spent most of the day (Friday) searching my computer for the files and ultimately restored the client folders from a backup. This unfortunately did not take care of the work I lost yesterday that was scheduled to be backed up last night. I knew I didn't want to move to the 'cloud', and if in the end, it's determined that this is the cause for the disappearing folders and file, just re-affirms my original opinion about using the service.

ProDesignTools

Community Expert

Sorry to hear about the headache and inconvenience of lost work... It's always a huge pain when that happens.

The bug is unfortunate, but has nothing to do with "the cloud" in particular. It appears to just be a buggy desktop software update, that happened in the CC desktop app.

Bugs are not new in Adobe software, nor in any software anywhere. Software is written by humans, and humans are fallible, thus bugs happen. 100% certifiably bug-free software of any level of complexity has never existed in the history of computers.

Not trying to make excuses for Adobe. Obviously bugs slip through, as they did back in the Creative Suite days. The upside of CC is that we get product updates and new features faster and more regularly, but the flip side is that we may see bugs faster too.

In any event, no doubt the Adobe engineers are upset this happened and working hard to get it fixed just as fast.

Steve Werner

Community Expert

There's now an official statement from Adobe about the bug. They are "in the process of deploying a new update..."

Creative Cloud Desktop Mac Issue | Adobe Customer Care Team

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AnotherAlan

Participant

It sounds like they pulled the update.

I wrote a script to make a folder to protect against it as well. Details here:

Protection from Adobe Creative Cloud's Folder Erasing Bug - Alan W. Smith

Steve Werner

Community Expert

FYI: Ars Technica just wrote up the problem this afternoon Friday, 2/12:

Warning: Bug in Adobe Creative Cloud deletes Mac user data without warning

ProDesignTools

Community Expert

Thanks Steve. Apparently Adobe has stopped/pulled the recent update to the Creative Cloud Desktop app (version 3.5.0.206 released on 2/11/2016).

In response, the CC 2015 direct download links have been reverted back to the previous version as well – version 3.4.3.189 from 12/21/2015 has now been restored and can be downloaded there. So it's possible to return to the prior release manually by installing the older version over the newer one, for whoever wants or needs to.

(You can see the release you're running by going to the Settings "gear" icon at the upper right of the CC Desktop app, and then selecting Preferences.)

Phil-B-2014

Participant

I'm having this problem of missing Backblaze files, as of yesterday, Feb. 11th. Please fix it!

D

derekajack

Adobe Employee

All,

we are aware of this issue and are currently investigating to understand the root cause.

We will post more information when it becomes available.

victorwilliamson

Participant

Have we found out the cause of this? This has caused issues with my backups and I will now have to reupload a couple of terabytes of data.

Not amused Adobe... Why is your application tampering with files it doesn't own.

D

danielm36883755

Participant

I'm am seeing this same error on my Macbook Pro and my finace's Macbook Air. There is now another "Macintosh HD" listed in Backblaze settings. If I select it, I get a message saying that it will replace my original drive, which I'm assuming isn't something I want to do. I'm also using Creative Cloud so this is mostly likely the cause.

A

ADesigner

Participant

So I’m in the middle of finalizing a project today, Feb 11, 2016, in inDesign CC 2015, MAC OS 10.10.5, and out of the blue Creative Cloud starts updating, I get some ridiculous error message, then another one, and it shuts down inDesign. It all happened in about 10 seconds, and I didn't even have a chance to see what the error code was, and something about working offline I think. Then literally half my work file folders are gone from my hard drive, GONE! Not just the inDesign files, but all the fonts, images, text files. I don’t use or sync my files to Creative Cloud, they only reside on my hard drive so what the hell just happened! How do half my files just disappear, I wasn’t doing anything except working on a project using inDesign like I have a million times with no issues.

Can someone please explain to me what just happened. Literally lost folders of previous work projects and many major current projects that were practically finalized and now will have to try to recreate for my clients. I don’t use the cloud because of the issues and all the files were on my computer only — HOW DOES THIS HAPPEN!

I’ve read about this being an issue about a year ago, so why is it still happening now and not been fixed! I doubt I will get any kind of response, but if someone could possibly explain this to me I would really appreciate it, because this is crap especially when people are forced to use the apps this way and no longer actually purchase the software.

Thanks in advance for any response or insight into this issue at all, and if there is any chance of getting my Project Folders back, lost just a ridiculous amount of work. And yes I know about backing up files, that isn't the issue here, it's a serious issue with CC if my files can just disappear for no apparent reason. I back up files a couple times a month, but completely lost all current job folders.