Why don't my Adobe Capture assets sync from phone to Illustrator libraries on pc?

[susanw52853908]

Hello - I've come through to the Illustrator forum as I had to get in somewhere - not finding the Adobe help process very flexible, some answers on other forums are similar but not the same, so I'd appreciate your help.

My question is: why do my libraries on my pc say they are up to date when they are not - I've worked in Adobe Capture and saved shapes the past few days and none of them are showing on the pc libraries, all have appeared previously - I can open the new files successfully direct from phone to Illustrator or Photoshop, but they still don't appear in my pc libraries panel.

I have my Creative Cloud panel open on the pc, I'm also signed into the Adobe website.

Any help please?

[Monika Gause · Accepted solution]

Some steps to check are in this thread. Can you try them out?

capture not syncing with Creative Cloud

[susanw52853908]

Thanks Monika - see my reply to Sue Garibaldi, solved, not perfect, but good enough

[Sue Garibaldi]

HI Susan.

Sorry it's not working correctly. I'd like you to check a couple of things...

1. Sign in with your Adobe ID to https://assets2.adobe.com/assets/libraries and see if all of the assets that are on your device are actually showing up in that folder.

2. If everything that's on your device isn't showing up on the site, leave the app open over a wifi connection until it syncs and you can see it there.

3. If everything that's on your device does show up there, check two things in the Libraries panel in Ai: 1. tap the little cloud icon to sync your all your Capture assets and 2. make sure you have the right library selected in the dropdown menu.

Let me know what you find.

Sue.

[susanw52853908]

Hi Sue - thanks for your reply, sorry for the delay in mine

I've just now kind of solved the problem - indirectly. I'd already tried the things you mentioned before I wrote my query, so I followed the suggestion by Monika above to another of your replies, and created a new library on my phone and transferred some shapes over to it - these synced into my PS and AI Libraries panels ok - then I took a new photo and saved it my original Shapes library (phone) and this hasn't appeared - I then took a new photo, saved in the new library and this synced ok - so I'm guessing something has gone wrong with my original library folders... but at least I can manage the problem now, thanks - if you have any more ideas for getting back to how things should be working, I'd be glad to hear them though.

Something else which is odd is that the link you provided https://assets2.adobe.com/assets/libraries (and actually every other route I take to get there) shows as a 'Bad request' - not sure what it means, but I'd like to be able to access my Libraries on my PC as well, assuming that's what's supposed to happen?

Susan

[Sue Garibaldi]

Susan.

I'm glad creating a new library solved the problem. I'm never quite sure what causes libraries to corrupt but sometimes they do, and moving the assets in them, to a new library, is the only way to get things syncing again.

About the https://assets2.adobe.com/assets/libraries link resulting in an error…. I'm not sure what's going on there (but yes, you should absolutely be able to access the site on your computer. A couple of questions:
Are you able to sign in to assets.adobe.com?

Or to https://assets.adobe.com/files (and when you sign in here, do you see Libraries in the menu on the left?

Also, try clearing your browser cache and starting from scratch.

Let me know what happens.

Sue.

[susanw52853908]

Hi Sue - thanks for your reply, sorry again for my delay! This is very diffferent now and I clicked on both your most recent links and they take me to my Libraries on screen! Great - first time I've seen this - Not sure if it's to do with having cleared my cache etc, I think I did this a few weeks ago as part of the original problem/solution - thanks again! Either way, happy now!

Happy Christmas!

[Sue Garibaldi]

Susan.

Glad everything's as it should be now.

Sue.

[denishessberger]

I'm facing the same issue. Thanks to the suggestion of the user Monika , creating a new folder in the mobile app and moving the elements there I was able to "solve". But is a pretty weird thing.....