Creative Cloud not syncing - stating that file owner is over quota

[c171772993]

Any new files that get uploaded to our creative cloud do not successfuly get uploaded/sync. This is anything from PDF's to photoshop files. The error is stating that the file owner is over their quota and when I check the user storage allotments, no one is close to hitting their quota. 

[kglad]

@c171772993 

do you have a teams or enterprise subscription?

[c171772993]

teams I believe

[kglad]

the administrator of your plan should be handling this issue.  if that admin needs help, they can use the admin console.

[c171772993]

of which I am

[c171772993]

Can you elaborate? How am I going to use the admin console to fix the sync issue? 

[Neelamk]

Hi There,

Thank you for reaching out to us. We are sorry for your difficulties as you are unable to sync some files. The files you are trying to sync are shared files and the error states that the owner of the file exceeded the storage quota. Could you please check with the file owner if the storage is full for him/her? You could advise deleting files in the Creative Cloud using the below article link:

https://helpx.adobe.com/creative-cloud/help/delete-files-permanently.html

 They can check the storage details through the article link below:

https://helpx.adobe.com/creative-cloud/kb/file-storage-quota.html

You could also upgrade your storage quota, for more information, please refer to the below article link:

https://helpx.adobe.com/creative-cloud/kb/file-storage-quota.html#HowdoIupgrademyCreativeCloudstorag...

I hope the information provided will be helpful for you. Please let me know how it goes. We are here to help you anytime. we hope to hear from you soon.

Regards,

Neelam

[c171772993]

Please see the below screenshot, we are not near our storage quotas. 

[Neelamk]

Hi There,

Thank you for the information, could you please check the storage quota using the below link:

 They can check the storage details through the article link below:

https://helpx.adobe.com/creative-cloud/kb/file-storage-quota.html

Please check according to the article and let me know the details. Also please share the Creative Cloud Desktop Version installed on your PC and check the store quota through assets.adobe.com to see if it is the same as the Creative Cloud Desktop Application. Please also let us know if you have Individual account or Enterprise account with Adobe.

We are here to help you. It's just we need a few more pieces of information to investigate and guide you through to resolve the query. we hope to hear from you soon with the details.

Regards,

Neelam

[c171772993]

Hi Neelam, 

Thank you! The storage on both the desktop app and assets.adobe.com are the same - 151.8MB of 1 TB used. 

The Creative Ccloud desktop version is 5.10.0.573

Best, 

Chas

[c171772993]

Any updates on this? 

[kglad]

(and you can use the console to get help: open the support tab on your admin console > start chat or start case or request expert session. https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

<moved from cc services>

[c171772993]

Thank you for your quick reply. I've tried multiple chat sessions and they did not get anywhere. Additionally, I looked into the expert session as I believe that would be most beneficial. However, they only list the options below and I'm not sure how my issue fits within those options.

• Setting up your team
• Website and app creation
• Video creation
• Print and digital publishing
• Photography

Best, 

Chas

[kglad]

@c171772993 

understood.  let's see if getting your post to the correct forum triggers some helpful suggestions.

[c171772993]

I noticed you just deleted my new thread in the creative cloud forum. Is there a way to merge this thread into that forum? I'm trying to get my question placed in the "correct" forum. 

[kglad]

@c171772993 

i've moved all your posts (except the duplicate) to the enterprise&teams forums which is where they should be.  i can retrieve what i called a duplicate message, and merge to this thread if it adds anything helpful.  let me know.

[c171772993]

Thank you, I misunderstood that. I appreciate your help on this. 

[kglad]

you're welcome. now, let's hope an enterprise&teams expert can help.

[rpandita]

Hi c171772993

Who owns the file MAMA - End of Arm tool catalog pdf file? Can you share the name of the user.

[c171772993]

I do. 

- Chas

[c171772993]

This still has not been resolved, any help would be appreciated. 

[kglad]

@rpandita ...

[rpandita · Accepted solution]

Hi Chas

Apologies for the delayed response.

My educated guess says that the account through which this file/folder is synced may not be your Primary account.

Can you please DM me your call back number, and we can sync up to look into this.

Regards

Rohit 

[c171772993]

Just DM'd you, thank you in advance!