Creative Cloud File Sync - Packaging of Files fails

[Akshay30014633pt4n]

I have about 900GB of files in Creative Cloud and while I did sync them to a local drive about a month ago I wanted to be sure before Adobe deletes everything. However when I follow the process to download them as zips. I get the error in the screenshot below. Please help as this is urgent.

[kglad]

local sync folder is disabled, if that's what you're trying to do.

for enterprise and teams, https://helpx.adobe.com/enterprise/kb/eol-cc-synced-files-for-business-plans.html

for individual subscribers, https://helpx.adobe.com/creative-cloud/kb/eol-creative-cloud-synced-files.html

[Akshay30014633pt4n]

Hi,

This is the result of following the instructions in those links. Please look at the screenshot closely, its from the file sync window. I have an enterprise plan from the company I work for. I have already followed the instructions from Adobe to get a backup of files, and that's when the error appears after half an hour of waiting. There is nothing in the article about what to do if this happens.

[kglad]

contact your admin.

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from cc services">

[Anshul_Nautiyal]

Hi @Akshay30014633pt4n,

Thanks for reaching out. I can confirm that you have an active Teams plan associated with the Adobe ID used to post this query. I understand that you are attempting to download your Creative Cloud files as ZIPs but are encountering an error during the process. Here are some troubleshooting steps that may help resolve the issue:

1. Verify Available Storage on Your Local Drive
   Ensure that you have sufficient free space on your local drive to accommodate the downloaded files. If the disk space is insufficient, the ZIP packaging process may fail.

2. Download in Smaller Batches
   Given that you have approximately 900GB of data, consider downloading the files in smaller batches rather than all at once. This can help prevent timeouts or failures during the packaging process.

3. Try a Different Browser or Use Incognito Mode
   Access the Creative Cloud website using a different browser or switch to incognito/private browsing mode to rule out any browser-related issues.

4. Check for Network Restrictions
   If you are connected to a corporate network, firewall policies may be restricting large file downloads. Try using an alternative network, such as a mobile hotspot, to determine whether the issue persists.

Hope this helps. Let me know if you need additional assistance.

Regards,
^AN

[Akshay30014633pt4n]

Hi Anshul,

The error was appearing when I tried to click on the button to *create* the packages. There are no packages to download until you click the button, but the process of creating the packages was timing out for me.
The solution for me was simply to reload the page, click the button and wait for a few hours even after the page throws the error. At that point the files had generated.
Edit: The system hasn't actually generated as many files as it should. I downloaded all the archives 1-by-1 over the weekend and even taking compression into account they are ~450GB which is a lot less than the ~900GB I had on the Cloud File Sync Folder.
I believe this is ultimately a fruitless exercise as there's no way to regenerate the archives.

[Anshul_Nautiyal]

Hi @Akshay30014633pt4n,

Thanks for reaching out. You will see the "Package Files" button only for the synced files stored in Creative Cloud. Once you click on it, the process may take some time, depending on the number of files being backed up. If there are no synced files in your Creative Cloud storage, this button will not be visible. For users with more than 5GB of content, multiple ZIP files will be generated.

To download the files, hover over each individual ZIP file and either click the three-dot menu or select the checkbox to access the download option. For more details, please refer to this guide:
How to Download Packaged Synced Files.

Since you mentioned that some data appears to be missing, I recommend reaching out to your administrator to raise a support case with Adobe using Admin console. You can refer to the following resources for assistance:

• How to Contact Your Administrator
• How to Raise a Support Case for Teams via the Adobe Admin Console

Let me know if you need further clarification.

Regards,
^AN