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Massive Creative Cloud Sync Problem

New Here ,
Jun 01, 2021 Jun 01, 2021

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Hello,

 

a client has massive problems with the synchronisation of data via the Creative Cloud. Following situation: Graphic designer has an iMac in the office (MacOS Mojave) and a Dell notebook in the home office (current Windows 10), both use the same Creative Cloud account.

 

The installation and setup of Creative Cloud on the Dell notebook went without a hitch, Creative Cloud content was synced to the notebook. Directories and files that are subsequently created on the Dell notebook are not uploaded to the cloud, or at least not reliably. In Windows Explorer, the files are marked accordingly "uploading", but the Creative Cloud app says that the synchronisation is complete. Files and folders created or uploaded in Creative Cloud Web also do not appear on the notebook. There is no error message.

 

We then deleted the sync history. Afterwards, the data was synced correctly, but only the first time. Afterwards, we had the same problem again.

 

We deactivated the virus protection and the firewall as a test, but no change. We created a new account - first synchronisation complete, then the old problem.

 

It is also noticeable that the CoreSync process (yes, it's genuine) and Windows Explorer regularly cause high CPU load. For example, after restarting the notebook or after pausing and restarting the sync.

 

Adobe Support now says that this is due to the iMac with macOS Mojave. If we upgrade to Big Sur, this would solve the sync problems on the notebook. Is that realistic?

 

I'm grateful for any tips or advice!

 

Greetings
Markus

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Adobe Employee ,
Jun 01, 2021 Jun 01, 2021

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Markus, sorry you are encountering so many problems syncing. What type of Creative Cloud membership are you attempting to use? I don't see any memberships assigned to the e-mail address you used to post to this public discussion forum.

 

If you are attempting to use an individual membership, please make sure that your work allows the iMac access to the servers and ports listed in https://helpx.adobe.com/enterprise/kb/network-endpoints.html.

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New Here ,
Jun 01, 2021 Jun 01, 2021

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Jeff, thank you for your answer. She is using a Creative Cloud for Teams membership account with 1TB of additional storage. The sync on the iMac worked just fine (more ore less ;-)), the problems started, when the notebook for home office joined the game. Or could the extra storage cause the problem? She booked it, when she started working in home office.

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Adobe Employee ,
Jun 01, 2021 Jun 01, 2021

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Thanks for the update, Markus. I will move this discussion to the Enterprise & Teams forum, which is designed to answer questions for those types of memberships.

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Adobe Employee ,
Jun 01, 2021 Jun 01, 2021

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Hello,

You can check this article which might help in troubleshooting or rectifying the issue: https://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html

Apart from this, I would recommend contacting the support team so that they can check the required logs and other settings on the device to find the root cause of the issue.

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New Here ,
Jun 01, 2021 Jun 01, 2021

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Hello TechBurner,

thank you for your response and the link - we already went through this. Unfortunately, the German support is not willing to take a look at the logfiles and settings. They say we have to update the iMac to Big Sur (which we are hesitant to do for various reasons), then the sync will work again on the Windows notebook. Do you see any chance that this will actually work?

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