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Creative Cloud Files not working anymore (web & desktop)

Community Beginner ,
Jun 07, 2022 Jun 07, 2022

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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

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Community Expert ,
Jun 07, 2022 Jun 07, 2022

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

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

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Community Beginner ,
Jun 08, 2022 Jun 08, 2022

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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.

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Community Expert ,
Jun 08, 2022 Jun 08, 2022

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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).

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Community Beginner ,
Jun 13, 2022 Jun 13, 2022

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

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Community Expert ,
Jun 13, 2022 Jun 13, 2022

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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.

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Community Beginner ,
Jun 13, 2022 Jun 13, 2022

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

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Community Expert ,
Jun 14, 2022 Jun 14, 2022

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

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Community Beginner ,
Jun 15, 2022 Jun 15, 2022

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Enterprise

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Community Expert ,
Jun 15, 2022 Jun 15, 2022

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<moved from cc servies>

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New Here ,
Aug 01, 2022 Aug 01, 2022

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We are having this exact problem. Any ideas?

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Community Expert ,
Aug 01, 2022 Aug 01, 2022

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start your own thread in this forum.

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Community Beginner ,
Aug 02, 2022 Aug 02, 2022

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LATEST

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

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