Why do I have two Creative Cloud folder all of a sudden with different data in each folder (one folder is called Creative Cloud Files (unknown))

[OWHGD]

This morning I logged in and started working like normal. When I went to save out I noticed a new folder in Bridge called "Creative Cloud Files (unknown) with no data in it. Weird, but what ever. So I saved my file and dinked around with some file structure and cleaned up a little. I noticed that my sharing icon had disappeared from the folders and wondered about that, but kept working because I'm on a deadline.

So now there is wonky data in the new file folder that doesn't match the original CC folder. I don't know where my most recent files are and some files are just plain missing. I'm aggravated and confused about what is happening. Can someone shed some light on this?!

[philr49889390]

The exact same thing happened to me this morning too?

[Amy_KLG]

Happened to me too. Is there anyone out there that can help or explain in Adobeland?!

[ijernigan]

See this related post - Why do I have 3 'Creative Cloud Files' folders?

[derekajack · Accepted solution]

With the recent update of the Creative Cloud Desktop app (1.9.1.474) we unfortunately introduced a bug which causes the creation of a new Creative Cloud Files folder, and re-sync of all content. This will only occur the first time the sync application runs after the update. This has caused understandable pain and confusion, for which we truly apologise.

The Creative Cloud Files app contains logic that supports the use of multiple Adobe IDs. This allows you to sign out of one ID and in to another, but keeps your Creative Cloud content separate. When you sign out and change IDs, the app moves the previous Creative Cloud Files folder and it's contents and appends it with the previously signed in ID (User@AdobeID). It then creates a new main folder and starts to sync content of the new ID.

The bug which I mentioned previously occurs, as the app believes an ID switch has taken place and as such, moves the current Creative Cloud Files folder and tries to append the previously signed in ID. As no switch has actually taken place it manifests as (Unknown).  The app then creates a new main folder at syncs down the data.

Essentially what you end up with is a Creative Cloud Files folder with your newly sync'd data and a Creative Cloud Files (Unknown) folder that contains duplicate data.

This occurs once, after the last update completes.

The fix is to simply delete the Creative Cloud Files (Unknown) folder.

I would advise that you ensure you have no pending edits that you may have made offline and that you check the contents of the new, main Creative Cloud Files folder contains everything you expect it to.  If not, check the contents of the Creative Cloud Files (Unknown) folder.

If there is still a discrepancy with your data, you can check on creative.adobe.com to confirm your data is there.

If you have any further problems or questions about this particular issue please email syncforum-communication@adobe.com

[hengwen]

This thread is over 2 years old, but apparently this problem still exists.

I've been syncing and sharing files and folders for years (proofs & print files, to view and download). Yesterday I invited others to collaborate on an entire folder for the first time ever. To see how it would work for my client & my substitute, I also invited myself at personal email address.

As soon as I accepted that invitation, the Cloud created a duplicate folder (FolderName 1) and started syncing 142 files and folders.

I'ts been syncing for over 12 hours, and I really don't understand what's going on.

Can I delete this duplicate folder once it finishes? Is this still a bug, or is it creating a duplicate folder so my original files are preserved?

I have more questions, but this is a start.  Any help, insight or advice is appreciated!!

I also cannot find the dialogue where you delete an invitation.  If I could delete the invite to myself, would that stop this constant syncing?

[David__B]

Hi HenGwen,

When you did the testing with your personal email was it all from the same computer. If you did it all from the same computer that might be related to the odd behavior you encountered. The Creative Cloud desktop app may have switched to your personal email address and started syncing all of the files for that account. The Creative Cloud desktop app will create separate Creative Cloud Files folder for each Adobe ID used. Maybe check by clicking on your avatar along that top next to the gear and confirm you're still logged on with the original account. Collaborating with someone else shouldn't create a duplicate of the folder and resync all the contents. What steps do you go through the collaborate the folder?

Here are some related resources in case they're helpful:

Collaboration FAQ

https://helpx.adobe.com/creative-cloud/help/collaboration-faq.html

Collaborate on a folder or library asset

https://helpx.adobe.com/creative-cloud/help/collaboration.html

Video

https://helpx.adobe.com/creative-cloud/how-to/creative-cloud-share-files-collaborate.html

Collaboration is explained at around 4:50

Best.

- Dave

[hengwen]

Thanks David. I think you're absolutely right. To solve the issue, I did the following a couple days ago:

1. paused syncing, signed out of my account and closed the browser and CC desktop app.

2. copied all the pertinent files from my Creative Cloud folder to a different location on my hard drive - took about 2 minutes.

3. deleted all the files in my Creative Cloud folder

4. logged back into my account and went online, archived both the folders that were trying to sync.

5. Moved the copied/back-up folder into the Creative Cloud folder again

6. logged back into my account online and UPLOADED all the files instead of syncing them. took about 4-5 minutes

7. turned syncing back on. This created a lot of "conflicted copies", which I then archived and permanently deleted.

The whole process took about 15 minutes.

I think the lesson is, when things get really wacky, just start over fresh with back-up copies. And don't make the same mistake as the first time!

I also Shared the files and folders instead of inviting people to collaborate. But after reading your message, I might try collaborating again, because with sharing they'd have to download 138+ files individually. Yuck. I also copied everything onto a thumb drive to give to them.