P: Cloud documents disappear after iPad has gone to sleep in mid-course of downloading

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Community Beginner ,
Nov 21, 2019 Nov 21, 2019

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From my iPad Pro, I can't see a cloud document file that should be there. I can see the file on cloud from desktop version of Photoshop.

I posted this issue here, but nobody gave me an answer.

1.  I uploaded (save as, to the cloud) the files in Photoshop on my desktop PC.

2. I opened Photoshop on the iPad. The files were listed in "Cloud documents".

3. I opened the files. Pop up dialog said it should take long time as my internet connection was slow (in Japanese). Actually, my internet connection speed is about average, which is not too slow.

4.  My iPad went to sleep automatically.

5. I woke my iPad. I no longer could see the files. The download dialog was gone. Downloads didn't seem to be continuing. The files were not shown in the Cloud Documents. I still could see the files on cloud, from my desktop PC.

6. After waiting of one to 24 hours, the files re-appeared.

7. The files could be seen under "Cloud Documents" on https://assets.adobe.com/ when the files could not be seen in Photoshop on the iPad. From the web interface, the file could be seen even on my iPad.

Of course,  I used the same account for desktop, iPad and the web.
The issue above is reproducible. 

iPad OS 13.2.3
iPad Pro 12.9 3rd generation
Photoshop on the iPad 1.0.1
The file: 3.97GB, psb file created by Photoshop 2020, or the other file which is 480MB.

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iPadOS

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correct answers 1 Correct answer

Adobe Employee , Jan 31, 2022 Jan 31, 2022
Fixed in version 1.0.2 or later.
Status Fixed

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6 Comments
Adobe Employee ,
Nov 21, 2019 Nov 21, 2019

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Have you tried quitting the application and relaunching it on your iPad? or completely restarting the iPad?

Senior Product Manager - Customer Advocacy - Digital Imaging

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Community Beginner ,
Nov 22, 2019 Nov 22, 2019

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Neither restarting the app nor rebooting the iPad has helped.

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Adobe Employee ,
Nov 22, 2019 Nov 22, 2019

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OK. We'll probably need logs. If you go to the home screen, click on the gear and go under advanced to generate a diagnostic log. It get saved in folder in the files app on iOS 13.

Senior Product Manager - Customer Advocacy - Digital Imaging

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Community Beginner ,
Nov 23, 2019 Nov 23, 2019

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Here are the logs. The file name is "focus_stacking".

ACPL__2019-11-23_19-37-11-263_00.log

CoreSync-2019-11-23.log

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Adobe Employee ,
Nov 23, 2019 Nov 23, 2019

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Thanks. I've asked our sync team to look at the logs.

Senior Product Manager - Customer Advocacy - Digital Imaging

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Adobe Employee ,
Jan 31, 2022 Jan 31, 2022

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Fixed in version 1.0.2 or later.


Senior Product Manager - Customer Advocacy - Digital Imaging
Bug Fixed

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