Some of my work is gone and I can’t report a bug because my gear icon on homepage is gone too

[Sss35842997a6lh]

I find out that some of art work is gone. I have already check my trash but I can't find it too. So I search for a way to restore it but unfortunately I can't find my gear icon on my homepage, now I can't contact to the Adobe staff. What shou I do? Thank you in advance.

[Anubhav M]

Hello @Sss35842997a6lh,

We understand that losing important work can be frustrating. Could you share more details about where the files were saved (internal/external/network drive or a cloud-synced folder like Google Drive/Dropbox/etc.)? Also, check if your work was saved as a Cloud Document here (https://adobe.ly/49RvHU9).

For problems with the home screen, kindly share more details, like the OS/Illustrator version installed and screenshots/screen recording of the problem, so we can better assist you. 

Looking forward to hearing from you.

Thanks,

Anubhav

[Sss35842997a6lh]

Hi 

First of all I can't remember that the lost one was in my application or alreay synce with my cloud because my account is free user and some of a work have a :white_heavy_check_mark: icon at the right bottom of the file and some of mine got another icon which is similiar to the cloud icon (picture 1) Its confused me so I can't surely say where the lost one was archived. But I check it in the link you attached, and I can't find it.

And sorry for not giving the appropriate information for you 😭 I lost my work in Adobe Fresco 5.4.0 Version with Free user.

Thanks for your help.

[Anubhav M]

Hello @Sss35842997a6lh,

Thanks for providing the information. It appears that the files weren't synchronized with Creative Cloud, and unfortunately, recovery isn't possible. We understand this might be disappointing. Feel free to reach out if you have any other concerns or if there's anything else we can assist you with.

Thanks,
Anubhav

[Sss35842997a6lh]

I see. Thank you so much for your help and advice. But could you please explain why this happened? So that I will be careful more when I use the app. 

[Anubhav M]

Hello @Sss35842997a6lh,

Thanks for getting back. The free tier of Fresco includes only 5GB of cloud storage. Any files beyond your storage quota are not synchronized and are only stored on your device. You could back up your files manually by exporting your work from Fresco.

Feel free to reach out if you have more questions or need assistance. We'd be happy to help.

Thanks, ^AM

[kelmrow]

I'm having a similar issue now and am extremely frustrated. I did not know that Fresco was not free to use like Sketch was. I selected a project to resume tonight and was kicked out of the app unexpextedly. I couldn't log back in - I was getting an error saying the account does not have access to a synced storage location. I contacted chat support and was told none of my Fresco projects were backed up to the cloud because I do not have a paid plan. That me being logged out of Fresco with a free plan resulted in my projects all being deleted. So I'm confused. Based on what I keep reading, 5gb of work should have synced. And possibly the rest should be stored locally in the app? Everything I did in Fresco is gone. Nothing saved or backed up. How is this possible? I'm currently under the assumption that this app is basically unusable because I cannot control being randomly logged out and gambling losing everything if that happens is ridiculous.