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Lost all projects in Rush after change of accounts

Engaged ,
Jul 12, 2023 Jul 12, 2023

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Hello,

Adobe and my IT area messed up our accounts, and as a result we have an inactive account that has disabled apps but some materials (librarys, etc) and a new account that has all enabled apps but no libraries or materials. I was able to export libraries from the old account to the new account, but today I just realized all my Rush projects are gone. The screen is all black and there are no projects.

 

However, I have all the old assets from the projects in the folder (this folder that I luckily didn't delete).

 

Is there a way to recover all of my videos? There were many, many short videos I would like to keep, edit and re-purpose. I cannot really do anything with the old account. Both accounts have the same email.

 

I created a new project, and now I have that single project only.

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Desktop version , Error or problem , Storage

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correct answers 1 Pinned Reply

Adobe Employee , Jul 13, 2023 Jul 13, 2023

Hello @Carola_BHG,

Thanks for the question. You are looking to recover some older projects you cannot access. You also indicate that you are in an enterprise or educational environment since you mentioned you are working with your IT staff. Is that correct? If so, contact your IT administrator and have them file a case with Adobe IT support directly. I hope that you can resolve the case in that fashion, as that is the best way to handle such incidents. Please let us know if that works for you.

 

...

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Adobe Employee ,
Jul 13, 2023 Jul 13, 2023

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Hello @Carola_BHG,

Thanks for the question. You are looking to recover some older projects you cannot access. You also indicate that you are in an enterprise or educational environment since you mentioned you are working with your IT staff. Is that correct? If so, contact your IT administrator and have them file a case with Adobe IT support directly. I hope that you can resolve the case in that fashion, as that is the best way to handle such incidents. Please let us know if that works for you.

 

Thanks,
Kevin

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Engaged ,
Jul 13, 2023 Jul 13, 2023

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Hi, and thanks Kevin. I'm afraid that might take forever but we'll do it like advised. Have a nice weekend!

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Adobe Employee ,
Jul 14, 2023 Jul 14, 2023

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Hi @Carola_BHG,

Sorry, but that's the protocol as ugly as it is. Let us know what happens. You have a good weekend, as well.

 

Thanks,
Kevin

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