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CC library Sync Error - Persistent through uninstall/restart.

Community Beginner ,
Feb 26, 2021 Feb 26, 2021

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One of my editors is not able to sync fonts or library files with the rest of the team. The app is showing an uknown sync error and no folder location path. "Pause syncing" button is unresponsive and trying to select the folder location to User>Creative Cloud Files just leaves the app stuck in "moving folder". 

In addition to the sync error, all of the mogrt files she was attempting to sync to the CC library have vanished from the my work section of the app. My guess is they never made it to the cloud, is there a local temp folder where those still might exist?

 

Adobe logs are uploaded.

AdobeLogs_20210226_125158_269-mac.zip
 
We tried various suggested methods to restore sync with no luck:
  1. Using the CCuninstal tool and reinstalling version 3.12.8.1 manually
  2. Trashing the CC_LIBRARIES_PANEL_EXTENSION_xx_xx_xx files
  3. Trashing the .db files in coresync

 

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correct answers 1 Correct answer

Community Beginner , Mar 03, 2021 Mar 03, 2021

@SuJoshi Thank you for the link. I did ommit in my orginal post that using the "learn more" resulted in no particular error but we did go through the process outlined in both of these links without any change. As an update, our onsite ACSP went through a number of troubleshooting steps with Adobe support yesterday. The only way they were able to get syncing back was to create a new user profile on the workstation. Technically this issue is solved, just not an ideal way.

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Community Expert ,
Feb 28, 2021 Feb 28, 2021

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<moved from cc services>

 

kglad_0-1614524843148.png

 

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Community Beginner ,
Mar 01, 2021 Mar 01, 2021

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@kglad - Sorry I do not seem to be able to edit my previous post. Inserting the images here instead.

Screen Shot 2021-02-26 at 12.54.19 PM.pngScreen Shot 2021-02-26 at 1.02.36 PM.png

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Adobe Employee ,
Mar 03, 2021 Mar 03, 2021

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Hello,

I hope the below help document might help you in troubleshooting the issue:

https://helpx.adobe.com/in/creative-cloud/kb/creative-cloud-desktop-app-spinning.html

https://helpx.adobe.com/in/creative-cloud/kb/arent-my-files-syncing.html

 

You have to click on "Learn more" to get the actual error.

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Community Beginner ,
Mar 03, 2021 Mar 03, 2021

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@SuJoshi Thank you for the link. I did ommit in my orginal post that using the "learn more" resulted in no particular error but we did go through the process outlined in both of these links without any change. As an update, our onsite ACSP went through a number of troubleshooting steps with Adobe support yesterday. The only way they were able to get syncing back was to create a new user profile on the workstation. Technically this issue is solved, just not an ideal way.

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