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Unable to connect to Creative Cloud .... what is going on?

New Here ,
May 01, 2013

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Is anyone else having issues logging in to Creative Cloud?  I cannot access via AAM or https://creative.adobe.com/.  AAM just gives me an error that it cannot contact Adobe, and the web portal just clocks.

Thanks

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Correct answer by ProDesignTools | Most Valuable Participant

Here's an explanation for the instability, just posted:

Update on Creative Cloud Connection and file sync preview

http://blogs.adobe.com/creativecloud/update-on-creative-cloud-connection-and-file-sync-preview

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Unable to connect to Creative Cloud .... what is going on?

New Here ,
May 01, 2013

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Is anyone else having issues logging in to Creative Cloud?  I cannot access via AAM or https://creative.adobe.com/.  AAM just gives me an error that it cannot contact Adobe, and the web portal just clocks.

Thanks

Most Valuable Participant
Correct answer by ProDesignTools | Most Valuable Participant

Here's an explanation for the instability, just posted:

Update on Creative Cloud Connection and file sync preview

http://blogs.adobe.com/creativecloud/update-on-creative-cloud-connection-and-file-sync-preview

Topics

Creative Cloud

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29.9K

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Adobe Employee ,
May 14, 2013

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Hi Bjzdesign,

Did you get the issue resolved?

-Dave

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Explorer ,
May 14, 2013

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I cannot connect to th Adobe Creative Cloud on either of my machines to sync files tonight. It has been out for a few hours.

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Adobe Employee ,
May 14, 2013

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We are currently having issue right now with the file hosting portion of Creative Cloud. Once its fixed the warning box will be removed from https://creative.adobe.com/

You should still be able to install products using Adobe Application Manager though.

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New Here ,
May 14, 2013

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Vijay Kanna : Hello! Welcome to Adobe Customer Service.

Vijay Kanna : Hi Mike.

Vijay Kanna : Please allow me a moment while I  review your request.

Mike Stiglianese: Hi, I'm having trouble updating CC

Vijay Kanna : Okay.

Mike Stiglianese: I have a message popping up every 5 seconds that says Adobe Creative Cloud Connection Unable to sync files. I'm using Mac OSX 8.3

Vijay Kanna : Okay.

Vijay Kanna : I have read your request.

Vijay Kanna : Let me check how best I can help you with this issue.

Mike Stiglianese: If I try to UNINSTALL Creative Cloud, it won't let me because application manager is running.

Vijay Kanna : Okay.

Vijay Kanna : Please allow me a moment to check with my resources and help you.

Mike Stiglianese: This all started when I tried to update Creative Cloud Connection yesterday. It wouldn't update because it thought CCC was running... but it wasn't.

Vijay Kanna : Okay.

Vijay Kanna : Mike, I have sent this request to check what the error can be. However, may I have the order number to check and help you?

Mike Stiglianese: What order number? I've been running ACC for about a month now. This isn't a new order.

Vijay Kanna : Yes, I am referring to the main order number that was issued at the time of purchase.

Vijay Kanna : Please login to the adobe account and check for the order number in your account under "my orders" tab.

Vijay Kanna : Also try the process of updating the credit card information using a different browser and check if you still get this same error.

Mike Stiglianese: What are you talking about. The problem has nothing to do with the browser.

Mike Stiglianese: How do I sign into the account?

Vijay Kanna : Mike, the billing information was successfully updated by few of our customers when they tried to use a different browser.

Vijay Kanna : Which is why I suggested you to try using a different browser to update the credit card info.

Mike Stiglianese: Okay, I opened Safari. How do I get into the account?

Vijay Kanna : Login to your adobe account at the sign page and follow the information provided in the below link.

Vijay Kanna : Please click here.

Vijay Kanna : Click on the above link and choose "I want to change the credit card on my account".

Vijay Kanna : Follow the instructions from the link there.

Mike Stiglianese: This has already been successfully billed to my CC. It just showed up this month.

Mike Stiglianese: The Edit payment info says "We're sorry, something seems to be wrong on our end. Please try again later."

Mike Stiglianese: It says that the last transaction was April 30, 2013 and shows it paid. It says the next payment date is May 30, 2013. So what does this have to do with the fact that this window keeps popping up and telling me that ACCC is Unable to sync files?

Vijay Kanna : Mike, I checked with my resources and see that adobe is aware of this error which is displayed on the creative cloud site.

Vijay Kanna : Adobe IT team is working on this error and will soon get this error resolved and you will then be able to use the service normally.

Mike Stiglianese: What do I do in the meantime to keep this annoying error message from popping up every 5 seconds?

Vijay Kanna : Mike, this is what adobe is currently working on to resolve for Creative cloud users.

Vijay Kanna : Please close the application and check after few hours and get back to us if you still get same error so that we can check and help you with the then update provided to us with regard to this error you are facing.

Mike Stiglianese: I don't have any Creative Cloud applications open! If I choose "Force Quit

Mike Stiglianese: If I choose "Force Quit" under the apple menu, the only things running are Firefox, Mail, and Finder! ...yet the error message keeps popping up and closing every 5 seconds.

Mike Stiglianese: This isn't a matter of "a few hours". As I said, this has been going on since yesterday.

Vijay Kanna : Mike, the technical chat support team is offline now. Which is why I suggested you to check after few hours and get back to us for assistance.

Vijay Kanna : I would like to inform you that we are  from the general customer support team and have not been trained on resolving technical issues with the software.

Mike Stiglianese: Terrific!

Vijay Kanna : The technical chat and phone support are available Monday-Friday, 5am-7pm PST.

Vijay Kanna : You can re-start the computer and check if this error that pops-up stops.

Mike Stiglianese: I've done that several times.

Vijay Kanna : Okay.

Vijay Kanna : In this case please contact us back tomorrow between 5am-7pm PST so that we can check and get you transferred to our technical chat support for help.

Mike Stiglianese: I'm not here between 5am and 7pm PST. So do I have to endure this forever?

Vijay Kanna : Mike, to get this issue resolved you will need to get in touch with our technical chat support team or the phone support team when they are available.

Mike Stiglianese: So nothing can be done at a time when I'M available?

Vijay Kanna : I apologize, Mike. Like I said you will need to be assisted by our technical chat or phone support team for such errors as you say that you are experiencing this issue from yesterday.

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New Here ,
May 14, 2013

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I'm not seeing a warning box, and sync still isn't working. The page at http://status.creativecloud.com/stormcloud/stormwatch/pulse says (under summary status) that everything including sync is live.

I haven't been able to sync files for around a week now except for a very brief window yesterday night. Is this working reliably for anyone?

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New Here ,
May 15, 2013

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I've spent the last hour trying to get it working.  The rep finally told me that he needed to get info to send to escalate and "senior technicians will be contacting you with a solution".

I turned off sync, turned on sync; quit the Connection, restarted it; uninstalled and reinstalled it.  Nothing seems to be working for this.  Frankly, I'm disappointed.  I spent time last week on a board being called a 'shill' and a 'Adobe apologist' for saying that the upcoming CC might not be as bad as some people thought, and now this breakage is showing that I might be wrong in my support.

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New Here ,
May 15, 2013

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I'm unable to login to CC today as well.

Any word whether there is an ongoing problem

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Adobe Employee ,
May 15, 2013

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We are currently having issue right now with the file hosting portion of Creative Cloud. Once its fixed the warning box will be removed from https://creative.adobe.com/

You should still be able to install products using Adobe Application Manager though.

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Participant ,
May 15, 2013

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Why so secretive on this issue!  Can't you just issue a mass email to all cloud participates and let them know what's going on?  It's been like this for two days now!  Let's get with it Adobe!

Dennis

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Community Beginner ,
May 15, 2013

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I have solved this. Force close creative cloud connection from the activity monitor http://helpx.adobe.com/x-productkb/global/error-close-following-applications-continue.html

Then you will be able to update creative cloud connection from the application manager.

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Mentor ,
May 15, 2013

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Just spent an hour and a half with Adobe online chat and then telephone support.

I forced quit the CCC from Activity Monitor. But my CCC in Application Manager is up to date.

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Mentor ,
May 15, 2013

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I really respect your comments about how you were treated like a "shill" and an Adobe apologist.

I have a rather wide-spread reputation about InDesign but this CCC problem is making me feel very disappointed about Adobe's switch to the cloud.

I know there are glitches in new software. But it doesn't feel like this has been beta tested enough.

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Participant ,
May 15, 2013

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Try this, but it didn't work for me.  I still get the message "Unable to connect to the Creative Cloud" message in the drop down menu.  In my menu bar (Mac OSX 10.8.3) the Creative Cloud is greyed out.

Thanks anyway!

Dennis

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Community Beginner ,
May 15, 2013

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In my menu bar is also Creative cloud greyed out. Turn sync off, and then on. Then it should work.

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Mentor ,
May 15, 2013

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Turned sync off, then on. Didn't work. Reinstalled software. Didn't work. Restarted computer. Reinstalled software. Turned sync off and then on. Didn't work.

Forced quit Acitivity Monitor Adobe Creative Cloud Connection. Reinstalled software. Restarted computer. Turned sync off and then on. Didn't work.

Any other ideas that should work but don't? Sorry for the sarcasm but it's been a stupid afternoon/evening yesterday and a stupider one this morning trying to get it to work.

It took 15 minutes just for an online rep to get me the actual phone number for tech support and not sales.

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Participant ,
May 15, 2013

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Sandee same thing happened to me ...!   Adobe, get with it!  This definitely isn't doing you any good on the already hated Creative Cloud!

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New Here ,
May 15, 2013

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Still not working and I have to wait 33minutes to chat with someone????  Who do I need to talk to for a friggin' refund.  This is ridiculous.  We have an office of 5 or 6 machines that can't connect!!!  Adobe is FAILING miserably!!!

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New Here ,
May 15, 2013

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Community Beginner ,
May 15, 2013

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There is no warning box on https://creative.adobe.com and it is still not possible to sync files. Additionally status.creativecloud.com claims everything is fine, which it is not.

This is getting REALLY REALLY old.

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New Here ,
May 16, 2013

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There are apparently many of us with issues regarding access to our assets stored on Creative Cloud. These canned answers are not helpful. I have been unable to retrieve files for 24 hours. My local Creative Cloud folder also went empty 24 hours ago. You folks have to know who is affected - why hasn't there been an email or some other communication. This is not a small issue if the only placed you saved a file was to the cloud.

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Explorer ,
May 15, 2013

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Hi,

I've the same problem... unable to sync since the last update. I reinstalled the application Creative Cloud Connection several times but the problem is still present: the connection is not established, if I disconnect and then reconnect my connection is established, but the synchronization is not done. ... back to Dropbox.

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New Here ,
May 15, 2013

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Still can't sign in. Adobe, this is an absolute fail on your part. If I can't trust that I'll be able to access work saved to the cloud I simply won't use it, and neither will most creatives I know. We work in an enviroment where fast turn arounds are part of the job and being able to access work at any and all times is essential. I mean, not even an email blast to let customers know there's an issue and it's being worked on, and maybe don't save important files to the CC and expect the service to work? You have our email address!!! I don't care that new software has bugs, if I can't rely on it I WON'T USE IT.

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Community Beginner ,
May 15, 2013

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I may be a little naive on this but are your working files being saved only to CC?? Do you have the option to save to your own server or computer?? I don't think it is neccessary to be synced to CC in order to run the software, or am I missing something??

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New Here ,
May 15, 2013

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Running the software isn't the issue. I saved working files to the Creative Cloud  in order to pull them up and work on them on my home computer, which of course couldn't connect. It's my fault for not saving them onto a memory stick and using that as a backup. But that begs the question - if I have to do that everytime anyway as a failsafe, why would I use the Creative Cloud service?

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Mentor ,
May 15, 2013

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skauty12 wrote:

Running the software isn't the issue. I saved working files to the Creative Cloud  in order to pull them up and work on them on my home computer, which of course couldn't connect. It's my fault for not saving them onto a memory stick and using that as a backup. But that begs the question - if I have to do that everytime anyway as a failsafe, why would I use the Creative Cloud service?

Certainly something to consider when considering the "cloud" rental concept.

1.) What do you do if Adobe Servers cause issues with using the apps (not syncing with paid subscription - see various threads of people experiencing this issue)

2.) What happens when all your work on the cloud becomes inaccessible due to a cloud "service outage"? (as discussed in this thread and others)

Both scenarios are ongoing potential problems with the rental cloud concept. In deadline driven industries and with projects your livelihood depends on are these outcomes really acceptable?

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Adobe Employee ,
May 15, 2013

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Hi Skauty12,

Could you please try this step

Rename OOBE Folder to OOBE.old from the location mentioned below

Mac:-

Go/Go to Folder and type ~Library/Application/Adobe

Windows:-

C:\Users\(Your User name)\AppData\Local\Adobe

Relaunch Creative Cloud Connection and it should let you login

Please let us know if this fix the issue or not.

Regards,

Abhijit

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New Here ,
May 15, 2013

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Thanks for the reply, but unfortuneatly that did not solve the problem. I can sign in but cannot connect to Creative Cloud Connection. Also if I choose 'Launch Creative Loud website' (hoping to access my files through a browser) it shows I haven't uploaded any files yet, which clearly is not the case.

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Mentor ,
May 15, 2013

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Abhijit Kr.,

I tried to do what you suggested, but I don't have an OOBE folder in the location you specified.

I do have an OOBE folder in ~Library/Application Support/Adobe.

Is this the folder that I should delete? I don't want to delete the wrong folder.

How did you get the instruction wrong?

Do you work for Adobe or are you just an interested community member?

Sorry for the sarcasm, but you should have tested your instructions before writing them.

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Adobe Employee ,
May 15, 2013

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Hi Sandee,

My Apologies. I missed writing Support after Application. And yes You can delete the folder or rename it..

Regards,

Abhijit

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Mentor ,
May 15, 2013

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Abhijit Kr.,

Deleted the OOBE folder. Relaunched Creative Cloud. Signed in. Creative Cloud Connection is still gray'ed in menu bar.

Sync is turned on. But files on desktop do not sync with Files in CCC browser.

Any thoughts?

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Explorer ,
May 15, 2013

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Exactly the same for me. Deleted the opm.db, re-installed the creative cloud connection app on Mac OS X (it was the right version already - 1.0.5.17). Rebooted etc. still nothing.

I have to say the downtime I have experienced to date with the creative cloud has been pretty poor by the standards of even free cloud drive services.

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Adobe Employee ,
May 15, 2013

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Hi Sandee,

Please try uploading files from Internet Browser by going to creative.adobe.com

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Mentor ,
May 15, 2013

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Abhijit Kr.,

Do you work for Adobe? Do you work on the Creative Cloud Connection team?

If you do I will continue to follow your suggestions.

If you are just an interested community member, I will have to say Thank You for your interest, but I don't have time to waste on these instructions.

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Adobe Employee ,
May 15, 2013

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Hi Sandee,

Yes, I work for Adobe and I specialize in this kind of issues. Currently we are facing issues with Sync and upload using Creative Cloud Connection so if you are able to upload the files from browser please continue the same and as soon as the issue with CCC fixes up you can start using CC Connection.

Regards,

Abhijit

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Mentor ,
May 15, 2013

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Thank you.

I have been able to get the CCC icon in the menu bar to go black. And it says Sync is turned on. But nothing syncs.

I also see that one of the machines does not have a preference icon in my System Preference window. But I don't think that is the problem as the other machine that does have a preference in the System Preferences window. And it doesn't sync either.

But I am able to log onto the Files window and manually download my files. I am in the process of doing that. And then I will delete them from Creative Cloud.

I just don't trust it anymore.

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New Here ,
May 15, 2013

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I wish I could get my files back from the web browser it shows Ive used the 41.3 megs but I have no files, they were there yesterday... Am I the onlyone having this issue?

no_files.png

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Adobe Employee ,
May 15, 2013

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1. No, you are not the only one. 

2. It's a known issue and Adobe IT is working to resolve it.

3. Your files are not gone - once the current outage is addressed, your files should show up in your account and become available again.

4. I would not suggest uninstalling/reinstalling anything right now - your best bet is to just hold on, painful though that may be.

5. We don't have an estimate we can provide you right now for a fix, but fixing it is a top priority, and every effort is being made to fix it as quickly as possible. We know it's painful for everyone.  Really.

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Explorer ,
May 15, 2013

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Thanks David.

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New Here ,
May 15, 2013

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David,

Thank you, but please have them update the status board http://status.creativecloud.com it might help with the flow of forum questions

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Adobe Employee ,
May 15, 2013

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I believe someone is currently about to update the status board - should be something there shortly.

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Participant ,
May 15, 2013

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Sandee, can you let the rest of us know how you got the CC to turn black?  I've tried all suggestions and mine is still greyed out.

Thanks,

Dennis

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New Here ,
May 15, 2013

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Dear Abhijit,

Same problem as the other reported. Tried your advise on my Mac with OS X 10.8.3, but did not help. Any further ideas?

Best regards,

Andreas

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New Here ,
May 15, 2013

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Hi David,

Thank you for the honest feedback. Hope it is there tomorrow morning.

Best regards,

Andreas

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Community Beginner ,
May 15, 2013

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Why on Earth does http://status.creativecloud.com say "All systems go." (that's a direct quote, btw) just below where it says "Sync is down."  If sync is down, all systems are clearly NOT go.  Could we please make the status page actually be useful by making it accurate?

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Mentor ,
May 16, 2013

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I did all the actions of quitting Activity, uninstalling, deleting OOMBE folder, reinstalling.

But it's currently Thursday at 3:30 and I still can't sync.

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Mentor ,
May 16, 2013

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And now the icon is back to gray.

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Mentor ,
May 16, 2013

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I am having this issue ever since upgrading to the new version of Creative Cloud. and here we are having to only get Adobe products through creative cloud and supposed rely on it. 

In order for the subscription service its got to work 24/7/365 and its supposed to have fail safes in place so if software or Drive went toasty a new one pop in with 5 seconds.

I was just going to subscribe to the service for web Premium. But if its going to screw up like this all the time. maybe my best bet is to stick with my Web Premium CS5.5, after all.

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Mentor ,
May 16, 2013

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You can get it to turn Black for a few seconds by quiting CC the open CC and signing back in might last minute to minute and a Half and its dead again

Also if your remove the ODBE folder from Library > application support > Adobe and empty Trash then open and sign in still last about a minute to minute and a half.

It’s a Half Backed idea.

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Participant ,
May 16, 2013

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Wow, Sandee that is not good!  Mine has never turned black even though I did the same process as you did.  I just can't believe that Adobe is welling to let this go on so long and not file any updates or answers to our questions!  Totally unacceptable!  Fortunately, I just joined for the $10.00 a month PS/CC version.  I definetly will not be syncing anything!  These folks that have lost their work is a real shame.  They should be looking into a Class Action Law Suit for damages and lost revenue.  Actually, for me it's been almost 72 hours that my CC has been grey.  As a NAPP member, I think I'll write a note to Scott Kelby and see if he can put any pressure on them.  Apparently, we as users don't mean much to Adobe!

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Mentor ,
May 16, 2013

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zeetoe25 wrote:

  Apparently, we as users don't mean much to Adobe!

When have we ever in the last few years.

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Adobe Employee ,
May 16, 2013

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Creative Cloud file sync services are currently unavailable. We're working to restore service as soon as possible. To disable error alerts you can Turn Sync Off or Quit Creative Cloud Connection.

You can check the current status of Creative Cloud at :http://status.creativecloud.com.

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New Here ,
May 15, 2013

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The saga continues... I go to creative cloud files on the web and whala nothing is there, and I had files there.  Is this issue ever going to get resolved!!!

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Participant ,
May 15, 2013

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lol, the joys of 'the cloud'.

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