Skip to main content
P
Peter Praum
Participating Frequently
December 4, 2021
Answered

Cloud Documents - no access via Photoshop

  • December 4, 2021
  • 8 replies
  • 1474 views

Hi,

 

Im facing a problem with Photoshop.

I cant save file to the Creative Cloud.

No access to shared files.

The cloud icon (right upper corner has a "X".

Restarting Photoshop, restarting the computer and using a diffrent iternet line didint solve the issue?


 

 

My Adobe plan is up to date...

I do have access to my Libraris in PS

LR lassic can connect/sync to the cloud.

 

System:

Mac OS 12.0.1

PS 23.0.2

 

Any ideas?

 

 

Thx Peter

    This topic has been closed for replies.
    Correct answer NeerajArora

    Hi @Peter Praum , We have analysed your provided logs & definitely we see some setup issue specific on your machine. First, we will try to avoid uninstall/install, so please follow below steps in sequence to see if it works:
    1) Open Activity Monitor on your machine.
    2) close AdobeDesktopService process, if available.
    3) close CreativeCloud process, if available.
    4) close CoreSync Process, if available.
    5) Launch CreativeCloud Application & enter your credentials to login. If already logged-in, then log-out first & then re-login.
    6) Now, launch Photoshop & check if issue is resolved or not.

    If issue still persist, Please follow below steps:
    1) Please take a backup of CoreSync folder ~/Library/Application Support/Adobe/CoreSync.
    2) Now, follow exact steps starting from step 1 until end of below document in sequence to clean CoreSync from Adobe cleaner tool (Note, while following steps in section 'How to use cleaner tool, in step third, you need to type 4 to select CC Apps & then type number corresponding to CoreSync to uninstall/clean it).
    https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html 
    3) Now Launch CreativeCloud.
    4) Launch Photoshop & see if issue is resolved or not.

    If issue still persist, please again take logs from log collector tool this time to see what exactly stopping while following above steps.
    And also share ~/Library/Logs/CoreSyncInstall.log file.

    8 replies

    P
    Peter PraumAuthor
    Participating Frequently
    December 8, 2021

    Dear @NeerajArora 

     

    I followed your advice and after usig the Cleaner Tool, the problem is solved.
    Thks so much, Peter

    N
    Community Manager
    NeerajAroraCommunity ManagerCorrect answer
    Community Manager
    December 8, 2021

    Hi @Peter Praum , We have analysed your provided logs & definitely we see some setup issue specific on your machine. First, we will try to avoid uninstall/install, so please follow below steps in sequence to see if it works:
    1) Open Activity Monitor on your machine.
    2) close AdobeDesktopService process, if available.
    3) close CreativeCloud process, if available.
    4) close CoreSync Process, if available.
    5) Launch CreativeCloud Application & enter your credentials to login. If already logged-in, then log-out first & then re-login.
    6) Now, launch Photoshop & check if issue is resolved or not.

    If issue still persist, Please follow below steps:
    1) Please take a backup of CoreSync folder ~/Library/Application Support/Adobe/CoreSync.
    2) Now, follow exact steps starting from step 1 until end of below document in sequence to clean CoreSync from Adobe cleaner tool (Note, while following steps in section 'How to use cleaner tool, in step third, you need to type 4 to select CC Apps & then type number corresponding to CoreSync to uninstall/clean it).
    https://helpx.adobe.com/creative-cloud/kb/cc-cleaner-tool-installation-problems.html 
    3) Now Launch CreativeCloud.
    4) Launch Photoshop & see if issue is resolved or not.

    If issue still persist, please again take logs from log collector tool this time to see what exactly stopping while following above steps.
    And also share ~/Library/Logs/CoreSyncInstall.log file.

    J
    J453
    Legend
    December 7, 2021

    @Peter Praum Sorry for the delay. Thanks for submitting the logs. I've given them to engineering. @NeerajArora will be in touch once they've had a chance to investigate the logs.

    P
    Peter PraumAuthor
    Participating Frequently
    December 7, 2021

    Dear Adobe Team, @NeerajArora @J453 

     

    any updates / ideas on my topic?

     

    At first, I was positively enthusiastic about the quick reaction.

    However, after 2..3 standard solution proposals this seems to turn into silent.

     

    The problem is still present and I tried several rebots/log off/on to the cloud/...

    I would like to avoid the uninstall/install.. 

    Thx Peter

    P
    Peter PraumAuthor
    Participating Frequently
    December 4, 2021

    Hello @NeerajArora & @J453 

     

    Yes, my network is stable and is connected to a 1Gbit FiOS internet connection.

    -> FiOS complete reboot performed, without solving the issue.

    Here the results of requested steps.

    1. Yes

    2. Photoshop -> X is shown / offline

    3.PS My Files (restart of PS and Computer done, several times)


    4. Log File (Generated and uploaded)

    Dear User,

    The following file has been uploaded on Adobe LogCollector Portal:

    File: AdobeLogs_20211204_054616_298-mac-GS.zxp

    Please use the above filename as a reference when contacting Adobe Customer Care.

    Thank you,

    The Log Collector Tool team

    Note: Please do not reply to this email; it is auto-generated.

     

    Hope you can solve the issue.

     

    Thx Peter

    N
    Community Manager
    NeerajAroraCommunity Manager
    Community Manager
    December 4, 2021

    Hi @Peter Praum , Hoping that you have stable Internet Connection. Can you please follow below steps in sequence:

    1) Does cloud icon in CreativeCloud Application is visible fine without 'X' on it?

    2) Please launch Photoshop.

    3) Click on 'Your Files' tab.

    4) Collect logs using https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share.

    P
    Peter PraumAuthor
    Participating Frequently
    December 4, 2021

    Hi,

     

    how can i get Photoshop back to ONLINE MODE?

    Update: The MAC is the new Macbook 16" M1max.

    There is no add Firewall/... installed.

    No changed on router / network.

     

    Thx Peter

    J
    J453
    Legend
    December 4, 2021

    See this document: https://helpx.adobe.com/photoshop/kb/cloud-document-error-troubleshooting.html 

    Specifically:

    To determine if your computer is operating in the offline mode, go to the Home screen > Files> Your files/ Shared with you and observe if either the offline banner or cloud icon with x is displayed on this screen. 

    If your computer is displaying the cloud document organizer in online mode and you are getting this error dialog from the application please follow the steps outlined here: Resolve connection errors.

     

    Could be antivirus/firewall software blocking the necessary ports/connection.

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices