• Global community
    • Language:
      • Deutsch
      • English
      • Español
      • Français
      • Português
  • 日本語コミュニティ
    Dedicated community for Japanese speakers
  • 한국 커뮤니티
    Dedicated community for Korean speakers
Exit
0

Creative Cloud Files not working anymore (web & desktop)

Community Beginner ,
Jun 07, 2022 Jun 07, 2022

Copy link to clipboard

Copied

Hi there!

Since yesterday people in my office can't use Creative Cloud files anymore. The desktop syncing isn't working and, when we try to access the web version (https://assets.adobe.com/files/), we get an error: "Unable to load assets. Error occurred while loading assets. Try visiting this page later. - Something went wrong". See attachment.

Cloud XD documents aren't syncing either.

 

Creative Cloud Files error.PNG

Is there currently a server problem? We're in Italy.

 

Thank you.

-Matteo

Views

617

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jun 07, 2022 Jun 07, 2022

Copy link to clipboard

Copied

reset the cc desktop app: make sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Jun 08, 2022 Jun 08, 2022

Copy link to clipboard

Copied

Hi, thanks for the answer.

I did that, but it didn't work. I don't think the problem is (only) with the app, anyway: the screenshot I posted is from the web version.
I also tried to access on a different PC with a different internet connection, same problem.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jun 08, 2022 Jun 08, 2022

Copy link to clipboard

Copied

then you may have a corrupt file that's trying to sync and unable.  i don't know any way to find that other than trial and error (needing, at most, log base 2 of your number of files).

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Jun 13, 2022 Jun 13, 2022

Copy link to clipboard

Copied

The whole office is stuck with that. Can't figure out which file/folder is causing the problem, in case.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jun 13, 2022 Jun 13, 2022

Copy link to clipboard

Copied

you would remove 1/2 the suspected files (to start that's 1/2 the total) and see if the error persists.  if there's one corrupt file and the problem persists, it's in the unremoved 1/2.  remove 1/2 and those etc.  if you have ~1million files, that could take up to (log base 2 of 1m) 20 steps to pinpoint.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Jun 13, 2022 Jun 13, 2022

Copy link to clipboard

Copied

Hmmm... so we should do that on every PC, right? Of course we can't do it via web since files aren't loading.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jun 14, 2022 Jun 14, 2022

Copy link to clipboard

Copied

there may be some other way for team/enterprise subscribers.  do you have a teams or enterprise subscription?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Jun 15, 2022 Jun 15, 2022

Copy link to clipboard

Copied

Enterprise

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Jun 15, 2022 Jun 15, 2022

Copy link to clipboard

Copied

<moved from cc servies>

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Aug 01, 2022 Aug 01, 2022

Copy link to clipboard

Copied

We are having this exact problem. Any ideas?

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Expert ,
Aug 01, 2022 Aug 01, 2022

Copy link to clipboard

Copied

start your own thread in this forum.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Community Beginner ,
Aug 02, 2022 Aug 02, 2022

Copy link to clipboard

Copied

LATEST

We opened a case in the Adobe Admin Console and they solved the problem in 2 weeks or so.

Votes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines