Why do I have 3 'Creative Cloud Files' folders?

Mar 10, 2015

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Hello! I have a question about the Creative Cloud folder structure/syncing.

I installed the Creative Cloud Desktop application on my MacBook Pro and then installed the following programs: Lightroom, Photoshop, InDesign, Illustrator, Acrobat Pro.

Once I had done that I switched 'file sync' on in the Desktop Application bar.

I noticed that I have three different areas called 'Creative Cloud Files' and one of these folders is called 'Creative Cloud Files Unknown' [see screenshot below].

Screen Shot 2015-03-10 at 9.18.41 pm.png

Does anyone know why there are three separate locations? Which area am I supposed to save my files in so that I can sync them with the cloud? Can I delete the one that says 'unknown' in the file name? I assume that the folder listed in the Favourites Bar is the same place as the 'Creative Cloud Files' folder in my account?

With the recent update of the Creative Cloud Desktop app (1.9.1.474) we unfortunately introduced a bug which causes the creation of a new Creative Cloud Files folder, and re-sync of all content. This will only occur the first time the sync application runs after the update. This has caused understandable pain and confusion, for which we truly apologise.

We have taken steps to ensure we increase our focus on quality in this area to prevent a recurrence.

The Creative Cloud Files app contains logic that supports the use of multiple Adobe IDs. This allows you to sign out of one ID and in to another, but keeps your Creative Cloud content separate. When you sign out and change IDs, the app moves the previous Creative Cloud Files folder and it's contents and appends it with the previously signed in ID (User@AdobeID). It then creates a new main folder and starts to sync content of the new ID.

The bug which I mentioned previously occurs, as the app believes an ID switch has taken place and as such, moves the current Creative Cloud Files folder and tries to append the previously signed in ID. As no switch has actually taken place it manifests as (Unknown).  The app then creates a new main folder at syncs down the data.

Essentially what you end up with is a Creative Cloud Files folder with your newly sync'd data and a Creative Cloud Files (Unknown) folder that contains duplicate data.

This occurs once, after the last update completes.

The fix is to simply delete the Creative Cloud Files (Unknown) folder.

I would advise that you ensure you have no pending edits that you may have made offline and that you check the contents of the new, main Creative Cloud Files folder contains everything you expect it to.  If not, check the contents of the Creative Cloud Files (Unknown) folder.

If there is still a discrepancy with your data, you can check on creative.adobe.com to confirm your data is there.

If you have any further problems or questions about this particular issue please email syncforum-communication@adobe.com


Again, let me say we are sorry for any inconvenience caused

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Adobe Employee ,
Apr 03, 2015

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With the recent update of the Creative Cloud Desktop app (1.9.1.474) we unfortunately introduced a bug which causes the creation of a new Creative Cloud Files folder, and re-sync of all content. This will only occur the first time the sync application runs after the update. This has caused understandable pain and confusion, for which we truly apologise.

We have taken steps to ensure we increase our focus on quality in this area to prevent a recurrence.

The Creative Cloud Files app contains logic that supports the use of multiple Adobe IDs. This allows you to sign out of one ID and in to another, but keeps your Creative Cloud content separate. When you sign out and change IDs, the app moves the previous Creative Cloud Files folder and it's contents and appends it with the previously signed in ID (User@AdobeID). It then creates a new main folder and starts to sync content of the new ID.

The bug which I mentioned previously occurs, as the app believes an ID switch has taken place and as such, moves the current Creative Cloud Files folder and tries to append the previously signed in ID. As no switch has actually taken place it manifests as (Unknown).  The app then creates a new main folder at syncs down the data.

Essentially what you end up with is a Creative Cloud Files folder with your newly sync'd data and a Creative Cloud Files (Unknown) folder that contains duplicate data.

This occurs once, after the last update completes.

The fix is to simply delete the Creative Cloud Files (Unknown) folder.

I would advise that you ensure you have no pending edits that you may have made offline and that you check the contents of the new, main Creative Cloud Files folder contains everything you expect it to.  If not, check the contents of the Creative Cloud Files (Unknown) folder.

If there is still a discrepancy with your data, you can check on creative.adobe.com to confirm your data is there.

If you have any further problems or questions about this particular issue please email syncforum-communication@adobe.com


Again, let me say we are sorry for any inconvenience caused

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Apr 03, 2015

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Oops, be careful before deleting the (unknown) folder. For me, the files I've had opened since the CC app updated and created the (unknown) copy are all in the (unknown) folder. It sounds more like the bug created a copy of the CC Files folder, renamed the existing folder to (unknown), then switched syncing to the new folder—not the other way around. This left all my open files and folders OS X remembered to save and export into in the unsyncing (unknown) folder instead. If you've made any new files or edited existing files since the update, you could have your newest files in the (unknown) folder. It's like the bug kicked all my files out of the sync.

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Apr 03, 2015

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Apologizing for bugs like this when we are premium monthly or annual subscribers is the absolute least you can do. This has now occurred to my account on 2 separate computers after the most recent update and the confusion could potentially cost an individual or company thousands. If they deleted the renamed (unknown) folder and just allowed the cloud sync to download, they could easily lose work that didn't sync because it was too large or because of some other spurious error.

I wonder how many users were hit and don't realise they've lost work when deleting the duplicate folder to free up valuable space. I can only hope that most users "Google Creative Cloud Files (unknown)" and find out here before it's too late.

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Apr 03, 2015

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Hello Adobe,

We need clear instructions how to fix this.

On Windows 8.1, my "Creative Cloud Files" directory is now empty and a "Creative Cloud Files (unknown)" directory has all my files since 2 Apr.

Today 4 Apr, I have signed out of Creative Cloud to ensure I will not loose any of my latest changes which I have backed up.

I cannot stay without working these files forever.

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Apr 04, 2015

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How do we fix this?

Do we simply move files from "Creative Cloud Files (unknown)" to "Creative Cloud Files"?

Should we restore a backup?

Should we stay signed out and wait for a fix?

Is there any risk in signing in and relying on syncing in the meantime?

Please give us clear instructions to fix this or at least advise a safe operation mode until you provide a fix.

Come on, it has now been 2 days.

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Apr 03, 2015

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This has cause MAJOR version tracking errors for us. In fact it was sending the wrong version files to one of our clients that brought this issue to light. We are spending hours and $ to manually fix this issue, let alone fixing the "ding" in our relationship with our client. We cheered at the concept of CC, but feel underwhelmed at the fundamentals of cloud sync and share. This certainly has not been the only hiccup we have had with CC. We hope for fundamental improvements, in the mean time are considering mitigating options for file collaboration and syncing.

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Apr 04, 2015

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I would also like to know how best to handle this. Why can't you push an update that fixes it? I have had many issues in the past with syncing because of poor internet access, and keeping my files synced at 100% essential for maintaining my work flow. This is going to cause our team alot of headache and man hours to resolve and wait. This bug is a really really bad one.

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Apr 05, 2015

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Appreciate the heads up BEFORE you did this!!! Very annoying.

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Apr 03, 2015

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Adobe could you provide detailed instructions on how to best handle this.  I have two macs that are down because there wasn't enough space to resync  the 68GB of files on the computers and now the hard rives are full before this duplication mess could complete.

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Adobe Employee ,
Apr 06, 2015

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The Creative Cloud Files app contains logic that supports the use of multiple Adobe IDs. This allows you to sign out of one ID and in to another, but keeps your Creative Cloud content separate. When you sign out and change IDs, the app moves the previous Creative Cloud Files folder and it's contents and appends it with the previously signed in ID (User@AdobeID). It then creates a new main folder and starts to sync content of the new ID.

The bug which I mentioned previously occurs, as the app believes an ID switch has taken place and as such, moves the current Creative Cloud Files folder and tries to append the previously signed in ID. As no switch has actually taken place it manifests as (Unknown).  The app then creates a new main folder at syncs down the data.

Essentially what you end up with is a Creative Cloud Files folder with your newly sync'd data and a Creative Cloud Files (Unknown) folder that contains duplicate data.

This occurs once, after the last update completes.

The fix is to simply delete the Creative Cloud Files (Unknown) folder.

I would advise that you ensure you have no pending edits that you may have made offline and that you check the contents of the new, main Creative Cloud Files folder contains everything you expect it to.  If not, check the contents of the Creative Cloud Files (Unknown) folder.

If there is still a discrepancy with your data, you can check on creative.adobe.com to confirm your data is there.

If you have any further problems or questions about this particular issue please email syncforum-communication@adobe.com

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Apr 06, 2015

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@derekajack - thanks for the explanation. It can be difficult to check for specific discrepancies when there's 17 GB + of files, and more than a dozen people using CC to stay in sync. It seems at least a few users in my group were working from the (Unknown) folder without realizing it.


Another concern is around convincing the team who was already less-than confident about using CC for file sync over dropbox/drive/etc that it's worth sticking with it.



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Apr 06, 2015

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Unfortunately all of my recent work is showing up in Creative Cloud Files (Unknown) folder. If I delete it I my most recent work. All I know to do is to drag all of the work in my regular CC folder and in the unknown folder to an external hard drive and slowly add most recent files back in. My most recent work doesn't seem to sync to the cloud either. It just stays in "unknown".

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Adobe Employee ,
Apr 07, 2015

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Eleanor,

I'm sorry you're having to manually move your most recent work.  The updates to these files were most likely pending with Creative Cloud app updated.

Once you move your latest work files in to the main Creative Cloud Files folder, do they then sync to the cloud?  Do you see them when you go to creative.adobe.com?

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Apr 07, 2015

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That's really really bad of you Adobe. I had other problems when trying to move the folder to a new location (disk). It creates a new folder, looses the link with the previous one and wipes out all the content online content as the "new" folder is empty. Then I'm forced to reissue all weblinks to all my clients and suppliers. It happened twice...

I trust your syncing services less and less. Not to mention that, considering your exorbitant costs, you should be liable to cause such reckless disruption to your constumers.

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Apr 07, 2015

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This is a pain.

What is the easiest way to know which Creative Cloud folder contains my files? It seems that each folder contains some. I want to make sure that I don't screw up the linked files in all my indesign documents and have to manually relink all of them again.

Also, does this mean that all the links I have shared with others to access files are now broken?

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