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kathygraphy
Inspiring
August 11, 2023
Answered

Creative Cloud stuck at Getting storage information

  • August 11, 2023
  • 2 replies
  • 5039 views

Hey guys, 

 

Our Creative Cloud does not want to sync anymore. It's stuck at "Getting storage information", and it's been like that for a couple of days.  It not a problem with my mac, because our whole team has the same issue at the same time. We've tried all the standard things like logging out of CC, quitting the CC, change permissions to folders, checked our network, ... But nothing has worked.

 

Does anybody else also have this issue? And more importantly a solution? 😉

Or is the only option to completly uninstall and reinstall the creative cloud?

 

Thanks!

Correct answer Sam Cornelis

Hi, I am the colleague of Kathygraphy - and found a solution.

1. Quit all adobe apps.
2. Sign out from creative cloud
3. Quit creative cloud
4. In Activity monitor force quit all adobe and creative cloud processes
5. Go to users/username/application support/Adobe and remove the folders CoreSync and OOBE (or, better: make a copy as a backup and remove them. But in my experience from the past, I have never had to access these copies again).

6. Restart computer (don't know if this is really needed, but might as well do it at this stage)

7. Launch Creative Cloud app, in case this doesn't happen automatically

8. Sign in

9. When syncing starts: pause it, because Creative Cloud starts a new creative cloud folder and moved the old ones to an archive folder. Since we have a lot of files to sycn - as in really a lot - you don't want to download these again, and keep them double on your disk.

10. Browse to the creative cloud folder. In the same location you can see something like "Creative Cloud files (1)" or "Creative Cloud files (archived) (1)". This folder contains your original files. Move them to the newest "Creative Cloud files".
TIP: if you don't see the the archived folder, it might be hidden. In OSX: press cmd+shift+. (period) to show hidden files.

11. Go to creative cloud app, and hit to play button to continue syncing. This might go through all your files again and take a while, but not so long as re-downloading everything.

 

Did this procedure on 4 computers so far, and it fixed them all.

 

2 replies

Sam Cornelis
Sam CornelisCorrect answer
Inspiring
August 14, 2023

Hi, I am the colleague of Kathygraphy - and found a solution.

1. Quit all adobe apps.
2. Sign out from creative cloud
3. Quit creative cloud
4. In Activity monitor force quit all adobe and creative cloud processes
5. Go to users/username/application support/Adobe and remove the folders CoreSync and OOBE (or, better: make a copy as a backup and remove them. But in my experience from the past, I have never had to access these copies again).

6. Restart computer (don't know if this is really needed, but might as well do it at this stage)

7. Launch Creative Cloud app, in case this doesn't happen automatically

8. Sign in

9. When syncing starts: pause it, because Creative Cloud starts a new creative cloud folder and moved the old ones to an archive folder. Since we have a lot of files to sycn - as in really a lot - you don't want to download these again, and keep them double on your disk.

10. Browse to the creative cloud folder. In the same location you can see something like "Creative Cloud files (1)" or "Creative Cloud files (archived) (1)". This folder contains your original files. Move them to the newest "Creative Cloud files".
TIP: if you don't see the the archived folder, it might be hidden. In OSX: press cmd+shift+. (period) to show hidden files.

11. Go to creative cloud app, and hit to play button to continue syncing. This might go through all your files again and take a while, but not so long as re-downloading everything.

 

Did this procedure on 4 computers so far, and it fixed them all.

 

------------------------------We explain how to do stuffanimation - video - elearning for technical trainings
    M
    marelises19724189
    Participating Frequently
    August 16, 2023

    Hi there. I am at breaking point with this issue and my teams admin has no clue. Do you have any idea how this solution would translate to PC?

     

    Sam Cornelis
    Sam Cornelis
    Inspiring
    August 16, 2023

    @marelises19724189 
    My guess is that the procedure is similar. 

    • Log out from cc, quit, in task manager make sure all adobe processes are quit.
    • Then locate both the coresync and OOBE folders, and backup, rename and/or remove them.
    • Reboot
    • Launc cc, login and sync - and pay attention to the location of your creative cloud folder, to avoid it is re-downloading everything.

     

    Also, make sure you have a copy outside of your sync folder of your files - just in case ...


    As you may have noticed, we are on OSX and have not  tested this on Windows.

    On windows, you should locate these folder at:

    • C:\Program Files (x86)\Adobe\Adobe Sync
    • [System drive]:\Users\ [username]\AppData\Local\Adobe\OOBE

     

    I am not an Adobe expert, but I have been working with these programs for many years, and in the past, these kind of problems were always related to coresync databases, OOBE folders and their contents.
    I think coresync is related to the contents of your creative cloud folders. It has some kind of databases that keep track of the files that have been synced.

    OOBE is related to your login, user and or account data. 

     

    That is why you have to logout and quit all process before you start removing these folders, as one of the background processes will re-create the folders otherwhise.

    Removal and then login, will recreate all the databases that causes the sync problems.

     

    Good luck,

    Sam

     

    ------------------------------We explain how to do stuffanimation - video - elearning for technical trainings
      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      August 11, 2023

      @kathygraphy 

       

      contact your adminisitrator, https://helpx.adobe.com/enterprise/kb/contact-administrator.html

       

      in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

      p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.



      <"moved from cc desktop bugs">
      K
      kathygraphyAuthor
      Inspiring
      August 11, 2023

      My administrator has the same problems I have, and has also tried all the standard things like logging out of CC, quitting the CC, change permissions to folders, checked our network, quit CC and closed everything in activity monitor, ...  But nothing has worked so far.

      Maybe you have other suggestions? 
      (Uninstalling and reinstalling the CC would be a very last resort because we have several gigabytes of files and 4 computers with this issue so it would take hours if not days to sync.) 

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        August 11, 2023

        @kathygraphy 

         

        your admin can contact adobe support.

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