Creative Cloud Files not working anymore (web & desktop)

[Matteo S]

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.

 

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

Thank you.

-Matteo

[kglad]

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

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

[Matteo S]

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.

[kglad]

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).

[Matteo S]

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

[kglad]

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.

[Matteo S]

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

[kglad]

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

[Matteo S]

Enterprise

[kglad]

<moved from cc servies>

[chuckc36213903]

We are having this exact problem. Any ideas?

[kglad]

start your own thread in this forum.

[Matteo S]

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