PLEASE HELP - I need access to my work Cloud files ASAP! "Cloud documents are not available"

[Rebekah5F99]

Hello,

I’m reaching out for help accessing my cloud files on one of my work devices.

I use three devices for work: two Mac desktops and a Mac laptop. Today, after renewing my business Adobe license, I logged in on my Mac at home, but I’m unable to access my cloud files, which contain critical client work I need to complete. A message appears saying, "Cloud Documents are not available" and advises me to contact my IT administrator. Unfortunately, these files are only stored in the cloud, so I currently have no way to access them.

Additionally, after renewing my license, I received an email (screenshot attached) notifying me that I now have administrator rights to manage Adobe product licenses for my company. Could this change be related to the issue with my cloud files?

I urgently need to resolve this so I can work on these files tomorrow. Any assistance or guidance would be greatly appreciated.

Thank you!

 

[Rebekah5F99]

 Also forgot to mention that my libraries on Creative Cloud aren't syncing!

[Peru Bob]

Did you try clicking on "Get started" in the first screenshot?

[Rebekah5F99]

Yes that just took me to this page, I don't know where to go from there. 

[kglad]

open the apps and sync from there.

[Rebekah5F99]

It won't let me sync from the Illustrator app unfortunately this message is coming up, I am the administrator and I checked through the administrator page and can't seem to solve this issue. I also already uninstalled creative cloud and re-installed. 

[Rebekah5F99]

[kglad]

it looks like you have no more available storage.

[Rebekah5F99]

Unfortunately not the case

[kglad]

that's a screenshot if what?

[Rebekah5F99]

Of my Adobe Admin Console page

[kglad]

are you the administrator of a teams or enterprise subscription?

[Rebekah5F99]

It's a teams subscription

[kglad]

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 (like this one has already been moved) if it helps you get responses.

<"moved from cc desktop">

[kglad]

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

[sprinklr-integration-user]

Hi there, 

As you have mentioned, you are unable to sync files from your work account; please read the "How can I download a copy of my files on desktop?" section in the following help document: https://adobe.ly/4fiKYyW;

Let us know if this helps, or if you have any more queries. 

Thanks,
^BS

[Rebekah5F99]

 Hello, thank you for your response, unfortunately the link you provided doesn't work and the above image shows up when I click. Would you be able to provide me with the correct link? Thank you!

[Bani Verma]

Hi, 

I truly empathize with your situation. Unfortunately, the link seems to be broken. Please know that you can try this link: https://adobe.ly/49B61eM. I'm here to help you through this.

Thanks,
^BS

[Rebekah5F99]

The creative cloud tab from Finder on my mac has completely disappeared now? It had important work files on it that I cannot seem to find whatsoever. There is very limited information on how to get these files back online so I am growing even more frustrated. How is it so difficult to retrieve my folders that were there last week? Can somebody please help. 

[Bani Verma]

Hi Rebekah, 

I can understand your frustration. To resolve this issue, I recommend contacting the support team directly. Go to the support tab in the Adobe Admin console and start a chat, or click here to learn more. 

Hope this helps.

Thanks,
^BS

[Vivek12]

This is a testmessage

^VS