Cloud Documents - no access via Photoshop

[Peter Praum]

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

[J453]

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.

[Peter Praum]

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

[NeerajArora]

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.

[Peter Praum]

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

[Peter Praum]

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

[J453]

@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.

[NeerajArora · Accepted solution]

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.

[Peter Praum]

Dear @NeerajArora 

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