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how to recover files lost during sync

Sep 16, 2015

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I have run an update of my Adobe CC (InDesign, AI and Photoshop) which also included file sync. However due to some issues I have lost a couple of folders with InDesign, AI and PDF files that were stored on CC. How can I recover them?

Vasek,

Are you referring to files that were stored in a 'Creative Cloud Files' folder on your PC, and synced to Creative Cloud?

Are all the files missing, or only some of them?

Could you send us your log files so that we can take a further look at this?

Please follow the instructions on this page:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Then email the logs to syncforum-communication@adobe.com

Thank you,

Ben

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how to recover files lost during sync

Sep 16, 2015

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I have run an update of my Adobe CC (InDesign, AI and Photoshop) which also included file sync. However due to some issues I have lost a couple of folders with InDesign, AI and PDF files that were stored on CC. How can I recover them?

Vasek,

Are you referring to files that were stored in a 'Creative Cloud Files' folder on your PC, and synced to Creative Cloud?

Are all the files missing, or only some of them?

Could you send us your log files so that we can take a further look at this?

Please follow the instructions on this page:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Then email the logs to syncforum-communication@adobe.com

Thank you,

Ben

Topics

File sync

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605

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Adobe Employee ,
Sep 16, 2015

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Please refer:

Never loose your files again with Adobe Creative Cloud Archive feature

Hope this helps.

Regards

Megha Rawat

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Sep 16, 2015

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Sorry I should've mentioned that I've already looked in the archive and the files were not there! I still worked on them yesterday then did the update + sync and now they're gone.

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Adobe Employee ,
Sep 21, 2015

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Vasek,

Are you referring to files that were stored in a 'Creative Cloud Files' folder on your PC, and synced to Creative Cloud?

Are all the files missing, or only some of them?

Could you send us your log files so that we can take a further look at this?

Please follow the instructions on this page:

https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Then email the logs to syncforum-communication@adobe.com

Thank you,

Ben

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Sep 21, 2015

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Hi Ben,

I have asked for our IT guys. They have found two Creative Cloud Files folders on my PC. It seems that the second one “Creative Files Files (1)” must have been created during the sync. Luckily the files were there.

I am not sure what went wrong and if I did something incorrectly. I may need to read up a bit on using CC, archiving etc. When I couldn’t find the files I panicked a bit. I didn’t know the folder (or actually two in this case) was on my computer so I didn’t search there. I thought the files were all somewhere in the cloud.

I will still send you the log files so that you can have a look.

Thanks for your help!

Vasek

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Sep 21, 2015

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I have a similar problem. I realize now that I incorrectly removed files from the cloud without first shifting them to the archive. When I went back into my cloud folders the all the files are 'gone' including my entire archive, but it still says I am out of storage. But the files I deleted are nowhere to be seen.

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