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Some files disappear off creative cloud

New Here ,
Jan 19, 2018 Jan 19, 2018

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Please help me.

Several folders and files have been deleted from my creative cloud. 

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File sync

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correct answers 1 Correct answer

Adobe Employee , Jan 19, 2018 Jan 19, 2018
Hi Grace,Were the files and folders which disappeared ones which were shared with anyone else? Have you already check the trash or recycle bin on your computer and the online recycle bin here? Adobe Creative Cloud I've seen cases where files get moved to these locations in error. Could check these and let me know if you find them?Thanks,- Dave

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Adobe Community Professional ,
Jan 19, 2018 Jan 19, 2018

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Adobe Employee ,
Jan 19, 2018 Jan 19, 2018

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Hi Grace,

Were the files and folders which disappeared ones which were shared with anyone else? Have you already check the trash or recycle bin on your computer and the online recycle bin here? Adobe Creative Cloud

I've seen cases where files get moved to these locations in error. Could check these and let me know if you find them?

Thanks,

- Dave

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New Here ,
Jan 22, 2018 Jan 22, 2018

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Hi, no they weren't.

I haven't deleted them there are just several folders that are now empty.

Its really important work too.  Is there a way they are backed up by adobe?

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Community Beginner ,
Jan 23, 2018 Jan 23, 2018

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Apparently Creative Cloud randomly does this. I was told by their tech support to look in the CC Archive folder because CC doesn't really throw anything away. And yes, I found things in there which also lead me to check the Recycle Bin on my own computer, where I also found my files. I was able to restore my files from the Recycle Bin en mass, but our team is afraid to use CC now because of the lack of an  explanation from Adobe why this has happened and how to prevent it in the future. The thing that made our issue strange is that in each folder there remained one file that wasn't deleted. Spooky right?

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New Here ,
Jun 01, 2018 Jun 01, 2018

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Yup. It just happened to me also. I was able to go online and retrieve it from the trash bin on Adobe. Scary stuff. Almost lost two days of work.

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Explorer ,
Oct 11, 2019 Oct 11, 2019

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I don't think this answer qualifies as a "correct answer." I had nearly 14GB of files randomly deleted. These were all files that I use on a regular basis but for some reason they all just got tossed in the recycling bin...and they continue to get put back there. I think I have restored the same files at least 3 times in the past couple days. If this continues I will probably quite using the Adobe file storage just like I quite using the Desktop App that ditched the small compact version.

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New Here ,
Nov 20, 2019 Nov 20, 2019

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Hi, i have exactly the same problem and was wondering if somone can help me here!

files are missing soooo many of them! and there are not in the trash!

tried to call the adobe suport but unfortunatly they contect me to somwhere and no one picks up and im wating behind the line for more than 30 mins,,.... cant wait forever to get an asnwer!

thx

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New Here ,
Apr 16, 2021 Apr 16, 2021

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I just had this happen to me again!  I had it happen about 2 months ago and now it happened again yesterday.  I have backups and restored from there and yes, ALL the files are in the trash, but why does this keep happening?

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Explorer ,
Aug 29, 2018 Aug 29, 2018

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Just happened to me but the recycle bin was empty and the adobe achieve was too.

2 hours ago they just disappeared. All of the folders in one particular section but other files on there seem ok.

Really important files now missing. Going back to saving everything on HD and passing them around.

Crazy situation.

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Participant ,
Oct 17, 2018 Oct 17, 2018

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This has been happening to me as well recently, files disappearing from the CC folder on the hard drive. The files are not in the archive folder within my account online. BUT, they are all there online and I can restore them, albeit only one by one (which takes FORever).

The only thing that has saved me is that I also copy my files to our corporate server as an additional backup, and of course, Time Machine does back up the entire hard drive (assuming I don't unplug before it has time to do so).

I have also noticed archive folders within my CC folder, but they are hidden. I can only see them when I try to relink using the relink dialog box, but not when I navigate to the CC folder from the finder.

Regardless, it is the principle of the thing. Missing files are a total PITA. We use CC to have all files at all times regardless of device. If it doesn't work, what's the point?

I wonder if the syncing is confused about which is the "mother" computer? I do also sign in on my personal (non-work) computer, although I have not recently... but some (not all) of the files that are missing I don't think are on that machine. Is there a way to designate which way to sync?

thoughts anyone?

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Explorer ,
Oct 30, 2018 Oct 30, 2018

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This has also just happened to me (MacOS Mojave).

I was in Finder and tried to open one folder and suddenly discovered its content had disappeared (I had files from that folder open and had it open in iTerm). I looked at Adobe CC>Assets>Files and it threw an error about syncing problems.

The next day, the parent folder had been removed. There are only two users for this account and neither of us was using CC folders in the meantime.

The contents of both folders are spread out in the trash.

Why is the correct answer marked as human error when this clearly appears to be a bug?

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Guest
Jan 31, 2019 Jan 31, 2019

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I have the same problem since 2 days. I can't work, I always have to double-check every file I save, and I can't afford to lose all my work !!!

My files are not in the recycle bin or in the deleted files of the cloud. They're just... gone.

When I save my work, sometimes I can even watch them disappearing from my folders. Weird, since I obviously don't delete them...

Is there a solution ? Or do I have to uninstall the cloud and use another one ?

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Community Beginner ,
Feb 20, 2019 Feb 20, 2019

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This morning I found that MANY of my files were missing, I found them in my computer's trash folder.

I DID NOT move these files, as some of them were my coworker's project so I have no reason to touch (or really even know where they are stored on Assets.) Entire working folders were moved.

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Community Beginner ,
Feb 24, 2019 Feb 24, 2019

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I am currently waiting for 6000 files to resync to my CC which were automatically deleted in the last 12 hours - and not by me!

Kind of ridiculous considering many of us, including myself, use cc to "store files safely and securely" for our businesses. Important projects and files were just gone when I loaded my cc this morning. Thankfully I read about the archive on the forum and they were sitting in there but this shouldn't have happened in the first place. It is unnecessary stress and time wasted waiting for everything to resync.

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New Here ,
Mar 01, 2019 Mar 01, 2019

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All my files that were saved in Photoshop 2019 has disappeared!!!! I call Adobe help line which is over seas, and they say that this does not happen. They are trying to say that I may deleted them by accident!! Which I'm saying I DID NOT!. I am so disappointed with Adobe because I have never have this problem before. I'm wondering if there's a bug or something weird going on with the 2019 versions. I have the MacOS Mojave 10.14.3 version installed on my mac. Don't know if that have anything to do with it or not. But something is seriously wrong here.

Days

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Adobe Employee ,
Mar 03, 2019 Mar 03, 2019

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Hi,

Thanks for reporting the issue.

Would you be able to collect and upload log files from your system?

Here is a link to an article about the tool with a link to download it.

Log Collector Tool

The tool will create a zip file on the desktop of all the log files. Please could you send us your logs (punaggar@adobe(dot)com) using the tool.

Also, can you please share the sync version specified in the Creative Cloud files folder in the Preferences.

Also, it would be really helpful if you can share the name of file(s) which got deleted automatically. Engineering may have some additional questions but this will help us get started.

Thanks,

Puneet Aggarwal

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New Here ,
Apr 02, 2020 Apr 02, 2020

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I'm missing 350+ GB of files, I was only able to recover 2GB from the recycle bin and deleted Assets folders. Everyone else that has access to this shared folder isn't having this problem, how can I recover the rest on my computer? Help!!

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New Here ,
May 27, 2020 May 27, 2020

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I also just had this happen today. No explanation, just all my CC files in the Recycle Bin.

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Community Beginner ,
May 29, 2020 May 29, 2020

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This just happened to me! I keep all of my files in the CC folder to sync and presumptively, to back up my work to the Cloud. Imagine my surprise when I discovered that this tool designed to protect my files instead decided to DELETE them. Thousands of files. If it wasn't for the forums I wouldn't have known to check my own trash can, which thankfully had not been emptied yet! I don't yet know if everything was in there or if some files are missing; still sorting through this mess. Unlike other users discussing this issue, I do not share any folders with team members. I work by myself. And I know for a fact I didn't go into my own file system and start trashing everything! This is a critical issue and it must be prioritized by Adobe. It is shocking that this issue has been going on for so long and they still haven't fixed it, when it can have such a deleterious impact on users. Unreal.

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Community Beginner ,
May 03, 2021 May 03, 2021

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Had the same issue today. Was shocked to miss a folder of a month work. After seeing all the posts here, I found and restored the files from my trash and made a back up off my trash in case i will miss more files and moved completely away from that cloud storage with my first copy workingfiles. On my harddrive for now. Puh. Not sure what to do on the long run, probably go back to dropbox again. Ah, its a pitty, i was so so so happy about the big cloud server included in the abo, but nothing is more awful, since the panic to loose a month of work and its also no fun to loose a monday on panic and rearanging folders and missing files before get back to work again. : )

I have deleted folders on the adoble cloud and moved one folder. I guess here the cloud got confused and decided to trashcan stuff in my computers bin. Strange. : ) Can someone give me a ping, when its stable again? : )

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New Here ,
Oct 05, 2021 Oct 05, 2021

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So what happened if the files accidentally being moved to the trash bin and we already empty the bin? How can i retrieve back all of the files in Cloud?

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