Copy link to clipboard
Copied
I had this issue last year, working on a project, Draw got stuck in a perpetual syncing mode, I nice lady called Sue from Adobe helped me to get out of this syncing issue by uninstalling the app and then reinstalling. I have tried the same this time, and even though a new save was stored in my assets in Creative Cloud, when I reinstalled the app, it has not brought in the very latest save of the project I was working on. The older save that is available is missing hours of save data. I though I would be able to re-import the newer save, as I can see it in my assets, both live through my adobe id on Adobe’s website & through the mobile app itself, however, I cannot seam to select or import the newer save into Draw.
Sue - if you are reading this and able to offer help again, I would very much appreciate it.
I am hoping you will be able to retrieve the newer saved data from my assets and help me import back into the Draw project. It is a commission for Xmas so I am really short on time and do not want to have to re-draw the data I have lost if I can get it back.
On a separate note - it is a little disappointing that I have the same issue again with this syncing loop that I did last year. Is there some way to avoid this.
Since the re-instal, I am on version 4.5 of Draw, using an IPad Pro with system 11.0.3
Thanks to Sue and or anyone else who can help.
Roger M
Copy link to clipboard
Copied
Hi Roger.
I'm sorry you're having trouble with this again. These syncing problems happen occasionally depending on the complexity of the work. In this case, it sounds like it might be the Internet connection. A couple of things:
* Am I understanding you correctly? When you sign in with your Adobe ID to assets.adobe.com you can see all the changes you made to your drawing but those changes aren't syncing back to your device? Do I have that right?
* iOS 11.0.3 had some real problems with consistent wifi/bluetooth syncing; in other words, it would just randomly cut out. If this happens when work is trying to sync, sync has to start over completely every time it happens. Try updating to the latest version of iOS.
* Have you tried syncing over a diffferent (other than the one you usually use) wifi connection?
Let me know what you find. I especially want to know if assets.adobe.com is showing the most recent versions of all your work.
Sue.
Copy link to clipboard
Copied
Sue,
I'm having the same issue on my iPad Pro with Adobe Draw. I have a large library of patterns and illustrations in Adobe Draw. When I try to open Adobe Draw, the library looks like it's loaded, but I can't do anything with the app. The app just hangs up at the opening screen that shows how to use it with a spinning circle on the top left corner. After being open for about 30-45 seconds, the app crashes and closes. I've tried uninstalling Adobe Draw then installing it again. The app keeps crashing even after reinstalling. Any ideas?
Copy link to clipboard
Copied
HI Tim.
Just responded on your other post.
Yep. How many shapes do you have in a single library? That's the key (the amount of other assets doesn't matter.)
Sue.
Copy link to clipboard
Copied
Hi Sue,
sorry, I haven’t been back in touch. Been under the weather, but on the mend now. I had to shelve the commission for Xmas. Working on it for their Birthday now in the early part of 2018.
I have now upgraded my IPad Pro to the latest OS. The Draw app now appears to have come out of the constant syncing mode, however, the latest version of the drawing I was working on are not available in the app and are not syncing back from my assets.
You are correct - I can see these newer saves of the project in my assets when I sign in to my account on Adobe, however, I cannot seam to re-import these back into the draw app. This is really frustrating as there are several days of work in my assets that I do not want to have to re-draw in the project in Draw. If you can assist in some way of getting these back into the app - I would be eternally greatful!
I am not in a position to be able to try over a different WiFi / Broarband network at this time. I can confirm that when the issue occurred - it was over a sluggish network because it was ‘black friday’ here in the UK. Therefor - your suggestion of the problem being originally caused by saving a complex file back over a poor network is spot on.
I am not back in the office until early Jan, so any communications/answer - please post through this forum chain. I can give you my home email until back in the office, but I am not sure how to get that to you over a secure area. Do you have a business email you can post that you don’t mind being on the forum? _ I could reply to that with my home email. It’s changed since our communications in 2016/2017.
Thank you for you help again Sue - and may I wish you and all at Adobe a happy 2018.
regards
Roger M
Copy link to clipboard
Copied
Roger.
I'm understanding you correctly, right? You can see ALL of your work on http://assets.adobe.com/assets/mobile?filter=draw (in addition to some work that won't sync back to your device)?
If you see all the work that's on your device represented there, go ahead and sign out of Draw, restart your device, then sign back in to Draw. That should force a sync and the work should sync back down to your device. Make sure to do this over a good wifi connection and I bet your work will sync back to the device. If for some reason it doesn't work, let me know.
You can always reach me through Draw's in-app feedback (tap Settings then Send Feedback) or here on the forums by direct message (tap on my name then Message).
And Happy New Year to you too!
Sue.
Copy link to clipboard
Copied
Hi Sue
thanks for coming back to me again. I thought this was going to be the answer and save me having to recreate this, however, the saved files are in ‘Files - All’ of my assets, not in the ‘mobile creations’ tab. They are PSD files and the one in question that had the latest saved data that didn’t sync back to Draw is called - ‘Danny-Drawing 1_11.psd’.
I could mess about trying to figure out if there is a way to get this back into Draw, but do you know a quicker way, or do you think I am out of luck now?
Looking at the file - it appears very low res so I am not sure how good it would be anyway.
Fingers crossed in 2018.
Cheers - Roger
Copy link to clipboard
Copied
Roger.
No. You're not out of luck.
If you see the drawing in http://assets.adobe.com/files with the extension .psd, then the drawing must have been saved as a PSD from the app. The odd thing is, unless you deleted the drawing, it should still be in the app (you should be able to see it in http://assets.adobe.com/assets/mobile?filter=draw. So a couple of questions:
Do you see that drawing on your iPad?
Or, do you see it on http://assets.adobe.com/assets/mobile?filter=archive
Also, the reason it looks low(er) res is because the Draw file was saved as a Photoshop doc (as opposed to being saved as a scalable PDF. But the good news is that you should be able to open that file in Illustrator CC (check the Convert Layers to Objects from the pop-up menu).
Let me know what you find Roger?
Sue.
Copy link to clipboard
Copied
Sue,
Very similar. I have an iPad Pro with Adobe Draw. Whenever I open the app, it just hangs up. I can't sign in or out. Then, it crashes. You can't hit a single button when I'm in there.
I have the same exact problem with Adobe Draw on iPhone X. Both are running the latest Adobe update with the latest iOS.
I can see my files online, but have NO idea what to do, or how to move them. I don't see a "MOVE" icon.
Frank
Copy link to clipboard
Copied
Hi Frank,
I have a bit of a different question for you: Are you using Capture CC?
I know this sounds unrelated but if you are using it, please sign in to https://assets2.adobe.com/assets/libraries with your Adobe ID and tell me how many Capture shapes you have in any SINGLE Capture library.
Sue.
Copy link to clipboard
Copied
I have a lot of shapes inside Capture, but they don't appear in that link.
Frank
Copy link to clipboard
Copied
Sue
It says that I have 193 graphics inside the Capture folder.
Frank
Copy link to clipboard
Copied
Hi Frank.
That's weird. Libraries sort of is the Capture folder. At least on assets.adobe.com. Can you post a link to where you see your Capture assets? I'm just super curious.
Sue.
Copy link to clipboard
Copied
Frank.
I think I just figured out what you're looking at. Did you actually click in to your Capture library? If you did, you would see a list like this on the left:
Let me know. I just want to make sure we're talking about the same thing so I can give you a set of instructions. If you have 193 graphics in a single library, that's the reason Draw is crashing.
Sue.
Copy link to clipboard
Copied
Sue,
Yes, it looks like that!
Frank
Copy link to clipboard
Copied
Frank.
Great. At least I know we're in the same place. So here's what's going on (I just posted these steps for someone a week or so ago; it's been coming up a lot lately):
The current version of Draw is freezing then crashing when trying to load an excessive amount of Capture shapes/graphics that are contained in a single library. The Draw team is working on a fix but for now there's a workaround. You don't have to delete the Shapes/Graphics but you do have to spread them out. Instead of having all 193 Shapes/Graphics in single library they must be moved into about 8 separate libraries. It's a bit time consuming to move them but easy to do.
My suggestion is to do it on a laptop/desktop computer rather than a mobile device:
* Go to https://assets.adobe.com/assets/libraries
* Tap on the library with your shapes (this is when you'll see the list you posted above); the screen it opens on will show all of that libraries assets
* Each asset has a small pulldown triangle in the lower right corner. Click on that.
* From the menu that opens choose either Archive (if you no longer want the shape) or Move (to move the shape to a new library)
* After clicking on Move, a new menu will open with the ability to drop the shape into an existing library or to create a new one.
You'll want to create about 8 additional libraries (each with about 25 shapes). You only have to be concerned with shapes. No other Capture assets are problematic.
This will resolve the crashing you're experiencing.
Let me know if you have ANY trouble moving assets or ANY questions.
Sue.
Copy link to clipboard
Copied
Sue,
Thank you! I will try it right now! I have lots of files inside Photoshop Sketch, too. Are those ok in the future?
Frank
Copy link to clipboard
Copied
Sue,
Also, not all the new folders that I moved the Shapes to are now visible even on the website.
I created folders Graphics A through Graphics I. Now, folder Graphics A isn't able to be found or searched for.
What am I doing wrong?
Frank
Copy link to clipboard
Copied
Frank.
I'm not sure what happened. It's just the one library (A) that you can't see? Did you try refreshing the web page?
They will take a bit of time to sync down to your device, so leave that open over wifi and you should start seeing the libraries show up there.
Also, this isn't a problem in Sketch because Sketch can't use Capture shapes.
Sue.
Copy link to clipboard
Copied
Sue,
I think everything is working fine. I didn't know that, inside Capture, that under my name at the top, there's a drop down menu which shows all folders.
You did a great job solving the issue, no one else knew what was wrong.
Frank
Copy link to clipboard
Copied
Frank.
Oh good. I'm glad everything is where it should be and that everything is working again.
I'm not entirely certain, but I'm hoping a fix for this will be in the next update.
Sue.
Copy link to clipboard
Copied
Sue,
Moving those Shapes to other folders worked fine. However, now, when I open Adobe Capture, all those new folders (Shapes) are gone from the app. Where are they?
Frank