The 'files' tab is not visible in my Creative Cloud app

[RachelQuinn_Upland]

Hi,

Can anyone help me figure out why the 'files' tab is not visible in my Creative Cloud app? I am trying to add a new user to my work Creative Cloud library but since the 'files' tab is not visible I don't know how to access the library to add him. I also need access to the library so I can manage and organise the files. 

When I open Adobe Illustrator I can still see the library so it hasn't disappeared altogether. And I have a back up file on my computer with the extension .cclibs. 

I have an Adobe for Enterprise account.

My ex-colleague used to be the main admin for our Creative Cloud library but has been let go so I assume her Adobe account was cancelled. My assumption is that this is the reason for my Creative Cloud app being messed up. 

Any help is appreciated. Thanks.

[kglad]

reset the cc desktop app by making sure it's in the foreground, then press:

Win: Ctrl + Alt + R
Mac: Cmd + Opt + R


if that fails, repair per https://helpx.adobe.com/download-install/kb/creative-cloud-install-stuck.html


if that fails and you have windows, open your control panel > add/remove programs > cc desktop app > repair

if that fails, uninstall using the correct uninstaller from https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes... and then reinstall using*


if that fails, do a clean cc install carefully following each applicable step:

uninstall every cc app including preferences per https://helpx.adobe.com/creative-cloud/help/uninstall-remove-app.html

then uninstall the cc desktop app, again using the correct uninstaller per https://helpx.adobe.com/creative-cloud/help/uninstall-creative-cloud-desktop-app.html#sa_src=web-mes...

clean your computer of cc files per http://www.adobe.com/support/contact/cscleanertool.html

check for, and if available, update your os

if windows is your os, repair all ms visual c++ versions that can be repaired (use google if you don't know how to do this)

if windows is your os update your ms visual c++, if it can be updated (use google if you don't know how to do this)

restart your computer (don't skip this)

reinstall the cc desktop app using the "alternative download links" at the bottom of the page at https://helpx.adobe.com/download-install/kb/creative-cloud-desktop-app-download.html

use the desktop app to install your cc programs/trials>

if that fails, you probably have a corrupt user account. google your os and how to create a new one.

[RachelQuinn_Upland]

thank you. I will let you know if this works. 

[kglad]

you're welcome.

a key, if you get that far, is installing the latest cc app version by direct download.

p.s. fwiw, i see the id forum this am without problem.

[RachelQuinn_Upland]

thank you!

[kglad]

you're welcome.  keep us updated.

[Kalvyn Rasquinha]

Hi @RachelQuinn_Upland , can you share what version of the Creative Cloud app you have running? You can find it at "Creative Cloud > About Creative Cloud". You appear to be running a version of the app that's a couple versions old.

In terms of the Files tab missing, try the steps @kglad mentioned below to clear any transient issues. If it doesn't resolve the issue, can you check with your IT admin that you have storage allocated to your account?

[RachelQuinn_Upland]

Here's screenshots! how can I update it? I don't see an option in updates

[Kalvyn Rasquinha]

Thanks for sharing - you're on the right version but the UI should've changed last September. Let me dig into that.

[RachelQuinn_Upland]

thank you for the help! do you recommend I try the steps that 'kglad' has suggested above? or will I hold off until you have more info?

[Kalvyn Rasquinha]

Yes, go ahead and try the steps. The UI looking different is a tangential issue that I noticed and shouldn't affect the presence of the Files tab.

[Kalvyn Rasquinha]

@RachelQuinn_Upland in case the steps from @kglad don't worry, can you capture and upload a log file so we can investigate further? Please share the filename of the uploaded log file. Instructions are here: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

[kirbyjules]

i had the same issue, but i signed out and signed back in and the files tab reappeared for me.

[jane-e]

I have an Adobe for Enterprise account.

By RachelQuinn_Upland

I've moved your post to the Enterprise & Team forum.

Jane