Laptop can’t find video uploaded from phone even though synchec

[lisa24270157sbh0]

I have installed creative cloud on my phone and laptop & just started to use adobe rush on my phone. I can upload video clips from my phone to create a new video but on my laptop I can see the video has been created but it cannot find the individual clips from my phone. They come up as a red box with an exclamation mark inside. I have synched the phone and the laptop and both have the icon next to them to show that they are being saved to the creative cloud. I don't understand why I can't see the video clips on my laptop. Any help would be greatly appreciated. 

[Kevin-Monahan]

Which Rush plan are you on, @lisa24270157sbh0? Let us know.

Thanks,
Kevin

[lisa24270157sbh0]

Hi

I'm sorry but I'm not sure what you mean? I don't have a Rush plan? My plan is Creative Cloud All apps 100gb

[Kevin-Monahan]

Got it. Thank you. That does sound odd. What kind of phone do you have? Do you have the specs for the laptop? Let us know.

Thanks,
Kevin

[lisa24270157sbh0]

Hi

My computer is Medion model E6435 Notebook PC. 
My phone is an iPhone 12 Pro Max 

[Kevin-Monahan]

Which version of iOS are you on with your iPhone, @lisa24270157sbh0? Is it 17.1?

Thanks,

Kevin

[lisa24270157sbh0]

It’s an iPhone 12 Pro Max
Sent from my iPhone

[lisa24270157sbh0]

Sorry, yes, 17.1.1

[Kevin-Monahan]

Hi.

That's probably the issue. Rush is having a lot of issues with 17.1. Devs are working the problem now. Sorry for that.

Thanks,

Kevin

[lisa24270157sbh0]

What do you think the issue could be?

[lisa24270157sbh0]

The issue started quite a few months ago though. It hasn't been a recent problem. It was before the summer. I phoned the helpline and had several people try to help but they never resolved it. I really want to be able to use the desktop version. Particularly as I now also have an issue with the mobile app that keeps shutting itself off. I think this is an issue that other people are experiencing from looking at the chat.

someone in the helpline suggested that I had to upload all of the videos to my laptop as well as to my phone but I knew that couldn't be correct. 
I will be very grateful if you can help to resolve the problem for me. Thank you 

[Kevin-Monahan · Accepted solution]

Hi @lisa24270157sbh0,

That is a problem, indeed. I have a feeling that even though the phone indicates that sync is set up, your phone is not synching to Creative Cloud for one reason or another. That is likely the reason your computer is not finding the files. Do you have a robust wireless network to sync the files? Are any files being synched from the device to Creative Cloud at all? Have you tried signing out and signing back in to Creative Cloud on all devices and computers? Let me know.

Thanks,
Kevin