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Stuck on 'Opening' and files not syncing. Zero help from tech support

Explorer ,
Jan 12, 2024 Jan 12, 2024

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I've been having major issues with Adobe CC and Fresco for over 48 hours and tech support is virtually non existent now (Chat agents keep disconnecting or transferring me in an endless loop to different departments, which makes me think this issue has been put into the "too hard" basket?).

 

I'm a professional illustrator and it's critical I have access to my files, but right now I can't access any of my files and it's very scary as I have an immense amount of work on Adobe CC and Fresco (10,000+ hours), and it seems noone seems to care.

 

My issue: Files won't load in Fresco. Every time I tap on a file to open it, it gets stuck on 'Opening...'. I'm unsure if this is an issue with Fresco or if it's a syncing issue with Adobe Cloud files.

 

Things I've tried:

 

1) Updating iPad OS software to latest version.

2) Updating Mac OS to latest version

3) Signing in and out of Adobe Fresco

4) Deleting and re-installing Fresco

5) Rebooting devices many many times.

6) Connecting to 4 x different WIFI networks

7) Previous support agent remotely uninstalled and deleted all Adobe CC files on my desktop and reinstalled Adobe CC and programs.

 

I'm using iPad Pro 128GB (4th gen) with iPadOS Version 17.2. I have 90GB free space available.

 

I'm using macOS Sonoma 14.2.1 on desktop.

 

Yesterday a support agent tried to help resolve the issue and we did a remote support session where the agent took control of my computer and did some actions to resolve my issue but nothing resolved and they said they'd need to escalate the issue to senior tech support. I was supposed to get an email confirmation about this but I never did and I have no idea what the status of my case is.

 

I've attempted to initiate multiple support chats since then but the agents simply disconnect from the chat or send me in an endless loop to different departments.

 

I need to have this issue resolved ASAP.

 

PLEASE HELP ME ADOBE!

 

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Syncing & Storage

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Adobe Employee ,
Jan 13, 2024 Jan 13, 2024

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Hello @BrentTurner,

Sorry to hear about your experience. I have checked the support case details and see it has already escalated. Would you mind sharing a preferred phone number and callback time(timezone) from Monday to Friday via DM so that I can prioritize a callback request for you?

Looking forward to hearing from you.

 

Thanks,

Anubhav

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