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Problems with my account and shared links and installed fonts thrown out

Community Beginner ,
Aug 09, 2023 Aug 09, 2023

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Hello,

 

A few days ago I wanted to start illustrator and then I was asked if I wanted to start a trial version. While my subscription runs through October. When I wanted to log in again I suddenly got the option from two accounts, what's correct because I bought Adobe last year on a different mailaddress then my account on my iPhone. After logging back in I was surprised to see that my Creative Cloud had thrown out all my installed fonts. In addition, all my shared links of designs and work I send to clients also disappeared in my account. The shared links do still work, but still this remains strange. Any idea how this is possible? I never had issues with it before. 

Greetings Zita.

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correct answers 1 Correct answer

Community Expert , Aug 11, 2023 Aug 11, 2023

@Zita28789185kv6j you stated when you log in you have two options - I'm assuming one personal and one business? Log out, choose the other option and check again.

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Community Expert ,
Aug 09, 2023 Aug 09, 2023

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you have to sign in to the account with the shared links and fonts.

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Community Beginner ,
Aug 09, 2023 Aug 09, 2023

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Hi, thnx for you reaction. That's the problem. I am signed in with the same mailaddress. The shared links for my clients are still working but adobe throw them out from my published files. The same as the fonts. I am signed in with the exact mailaddress. 

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Community Expert ,
Aug 09, 2023 Aug 09, 2023

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when you go to your cc files online, do you see your files?

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Community Beginner ,
Aug 09, 2023 Aug 09, 2023

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No, I dont' see any files. Only published links that I've made today. Not the published links of last month. 

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Adobe Employee ,
Aug 09, 2023 Aug 09, 2023

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Hi Zita,

We're sorry for the trouble. Check out this article for self-help: https://helpx.adobe.com/creative-cloud/kb/arent-my-files-syncing.html

 

Let us know if it brings any change.

Regards,

Shivangi

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Community Beginner ,
Aug 09, 2023 Aug 09, 2023

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Hi Shivangi, thnx for sending this link but it's not solving the problem. Something has changed in my account I guess.

 

I have a personal and work account. A few days ago I received an email from adobe stating the following:

Hello Zita,

We have set up your profiles. When you sign in, a profile option will appear allowing you to select one of the following profiles:
- Your corporate profile associated with your corporate membership and storage (such as Creative Cloud for teams, enterprises or education, Acrobat DC for teams or enterprises)
- Your personal profile associated with your individual membership and storage (such as Creative Cloud membership for individuals or Acrobat Pro DC)
Your content is now available in the profile you selected during setup. If you chose to move your content to your business profile and there were files we couldn't move, you'll find them in your personal profile.

If you want to switch between profiles, log out and then select the profile you want through the profile option.

This article explains how to manage your profiles. If you have any questions, please contact Adobe Customer Service.

Thank you,
Adobe

 

After that mail and signed in again my fonts were gone and my published files as well.

I just logged out and logged back in to see what would happen. Now my published link I created this afternoon is gone again. The fonts I added today are still in there though. Do you have any idea how this is possible?

I haven't done anything different than I normally do since last October.

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Adobe Employee ,
Aug 09, 2023 Aug 09, 2023

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I see!

Do not worry. I'm moving this discussion to our Enterprise support community for experts to help.

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Community Beginner ,
Aug 10, 2023 Aug 10, 2023

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Thank you so much!

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Community Expert ,
Aug 11, 2023 Aug 11, 2023

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@Zita28789185kv6j you stated when you log in you have two options - I'm assuming one personal and one business? Log out, choose the other option and check again.

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Community Beginner ,
Aug 17, 2023 Aug 17, 2023

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Do you mean log in with your personal account instead of my work account? I've already done that, but it doesn't change anything. My personal account is linked to my iPhone and I can't access the Adobe apps with that.

 

I just logged in again with my work account. All the fonts and links seem to remain now. It's just still a mystery to me why my links and fonts from the past year are gone.

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Community Expert ,
Aug 17, 2023 Aug 17, 2023

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@Zita28789185kv6j 

 

so your problem is resolved (at least, for now)?

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Community Beginner ,
Aug 22, 2023 Aug 22, 2023

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For now, I think so. But it is still strange. 

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Community Expert ,
Aug 22, 2023 Aug 22, 2023

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@Zita28789185kv6j 

 

maybe the problem was on adobe's end.

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