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Re: Creative Cloud keeps moving all of my files into the trash can

Community Beginner ,
May 04, 2023 May 04, 2023

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My team is now having this problem. It first occured on Tuesday (04/02/2023) and we were able to recover and re-sync. Worked fine on Wednesday. Then today, Thursday (04/04/2023) we were on a call and were watching our trash fill up with almost 2500 files that the 3 of us DID not move there. ADOBE what do we DO!? THIS MUST STOP

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Community Expert , May 04, 2023 May 04, 2023

Hi @lindseyw55440380 sounds like you have some support via the ticket system, however I've seen this on our account too and traced it back to a user moving files and folders from their synced folder to their local trash. The cc sync takes over and moves everyones instance to their trash.

The user thought local changes were only affecting them, not realizing when the sync is active it affects everyone.

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Community Expert ,
May 04, 2023 May 04, 2023

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@lindseyw55440380 

 

are you the administrator of a teams or enterprise subscription?

 

if not, do you have an individual subscription?

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Community Beginner ,
May 04, 2023 May 04, 2023

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Yes, i am an admin on our enterprise subscription and use CC with 2 other designers. 

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Community Expert ,
May 04, 2023 May 04, 2023

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<moved from cc services >

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Adobe Employee ,
May 04, 2023 May 04, 2023

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Hi @lindseyw55440380 apologies for the inconvenience, I request you to please submit a case from the Admin console so that we can connect and can check for this bug. Thanks!

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Community Beginner ,
May 04, 2023 May 04, 2023

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Yes i have a case open and it is being escalated up. 

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Community Expert ,
May 04, 2023 May 04, 2023

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Hi @lindseyw55440380 sounds like you have some support via the ticket system, however I've seen this on our account too and traced it back to a user moving files and folders from their synced folder to their local trash. The cc sync takes over and moves everyones instance to their trash.

The user thought local changes were only affecting them, not realizing when the sync is active it affects everyone.

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Community Beginner ,
May 04, 2023 May 04, 2023

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Thanks, Kevin! Appreciate the insight! What did your team do to resolve? Restore files and vow to never put anything from CC in the trash ever again? 

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Community Expert ,
May 04, 2023 May 04, 2023

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Pretty much - it took some time to restore everything back to original state. Thankfully Creative Cloud online (assets.adobe.com) moved items to the deleted tab and did not permanently purge them.

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Community Beginner ,
May 04, 2023 May 04, 2023

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THANK YOU! Also just spoke with adobe support and they said the same thing. No more trash!

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