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Cloud storage issue

New Here ,
Oct 18, 2020 Oct 18, 2020

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I am on an enterprise account that has 1TB of storage. However, after a recent update something happened because it is showing that I only have 2GB of storage and am now over my allotment. I cannot sync anymore files, either.

 

I have been back and forth with IT and they can't offer a solution beyond "log out, log back in," which fails to resolve the issue. Decided to post this here to see if I can get some help.

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Adobe Employee ,
Oct 20, 2020 Oct 20, 2020

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Please ensure that you are logged in with your enterprise account, and not your personal Adobe ID to the "Creative Cloud" application. You can also check the amount of available storage on your account page at https://accounts.adobe.com/ - you appear to have a Creative Cloud 100 GB license associated with your e-mail address. There were some organisations upgraded to 1 TB per user, but this was rolled-back to 100 GB.

If the problem persists, please ask your IT department to open a support case to get this addressed.

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New Here ,
Oct 20, 2020 Oct 20, 2020

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Screen Shot 2020-10-20 at 2.19.18 PM.png

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New Here ,
Oct 20, 2020 Oct 20, 2020

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Wanna try giving me something other than your stock answer?

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Adobe Employee ,
Oct 22, 2020 Oct 22, 2020

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The fact you have 2 GB of storage suggests you are logged in with an Adobe ID (as this is the amount of storage a personal account has by default), whereas a federated account either nas no storage, or whatever is assigned via the license (100 GB, 1024 GB, etc. as discussed above). I can't tell from the screenshot whether you're logged in with your Adobe ID or your Federated ID, but perhaps your organisation has migrated your license from your Adobe ID to your Federated ID, as when I looked up your account I noted that the license was assigned to the Federated ID. This should also have given you the option of migrating your assets (files, libraries etc.) - you would have received an e-mail asking you to log in to complete this process. 
Since I'm not aware of whether (or when) this was done, and you may need to liaise with your administrator to ensure that the migration was done correctly, I would suggest contacting them again, and they can either try the migration again, confirm that the license is correctly assigned (or remove and re-assign it in case there's been a problem with it being provisioned), and then raise a support case if the problem still isn't resolved.

If you log in in a separate browser or private tab, and you select the enterprise (i.e. federated) login, do you still see the same storage usage?

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New Here ,
Oct 23, 2020 Oct 23, 2020

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The issue persists regardless of whether I'm in incognito mode, a different browser, a different device, or not. The plan itself shows the storage I'm supposed to have, but CC shows I'm over my allotment that is 2GBfor some reason.

 

Screen Shot 2020-10-23 at 1.08.38 PM.pngScreen Shot 2020-10-23 at 1.08.41 PM.pngScreen Shot 2020-10-23 at 1.08.50 PM.png

 

 

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