Creative Cloud files not showing in Mac Finder?

[jasminem43295739]

One of my team members is having a lot of trouble with Creative Cloud. We've recently switched to CC (previously used a shared server but VPN/working from home made this unbearably slow, so we switched to the cloud).

He's on an iMac (2013) running Catalina 10.15.5 (64 bit) and we use Cisco AnyConnect Secure Mobility Client 4.7.

He has never been able to successfully install the CC desktop app, we have no idea why. In the CC folder in Applications he just gets the option to uninstall and that's it.

Luckily he was able to access CC via Adobe's website instead, and initially it seemed he could access CC files on Finder, but now he can't see them anymore and I have no idea why. He can see them online, just not locally on his computer. The CC files belong to me, and I sent out an invite to every team member (can edit), he has successfully accepted this invite via the website.

Unfortunately, because of the way we work on shared InDesign files – we make product catalogues (think Argos or Screwfix) so there's one set of InDesign files, one per page, that everyone on the creative team dips in and out of for a month right until the print deadline – so packaging files is not an option because files are updated multiple times a day, and each page contains hundreds of tiny linked images that aren't embedded.

Does anyone have any suggestions? Our IT dept are struggling as they're all Windows PC based and don't usually work with Adobe product.

I've attached a couple of his screenshots.

[kglad]

<moved from cc services>

[Nikhil R Gupta · Accepted solution]

Hello Jasmin,

Could you try the below steps and check if that helps.

1. Uninstall the creative cloud desktop application. User the uninstaller.

https://helpx.adobe.com/in/creative-cloud/help/uninstall-creative-cloud-desktop-app.html

2. Install creative cloud using the below link. Download the package and extract it. Go to Build folder and run setup.exe as Admin and install it.

https://shared-assets.adobe.com/link/d51c66ba-0f49-4fa9-6826-d922fcc5c022

3. Once Done. Try to launch and sign in and check if that works.

Thanks,

Nikhil Gupta