My creative cloud files won't sync.

Hello,

Please try to uninstall and reinstall the Creative Cloud app under that different account. It may not have installed correctly on your main account, reinstalling there may make it function in both. There is a link to the uninstaller in the Creative Cloud folder in Applications. You can download the installer directly from here:http://creative.adobe.com/products/creative-cloud

We should be able to resolve the file sync problem without needing to reinstall or change your user account.

Have you used any restricted characters in your file or folder names?

Help article: Error: "Unable to sync files". If none of the steps in the help article resolve the problem then please email your Core Sync log files to kenrice@adobe.com.

The location for each OS are:

• Mac OS X: ~/Library/Application Support/Adobe/CoreSync/CoreSync-yyyy-mm-dd.log
• Windows: %APPDATA%/Adobe/CoreSync/CoreSync-yyyy-mm-dd.log

Note that on Mac OS X to see the user library from the Finder click on the Go menu and hold down the Alt/ Option key. Note that on Windows %APPDATA% is a variable that will change to the correct path depending on if version of Windows being used.

Hi!  I can't tell from your description if you are having this specific issue, but you could try the workaround suggested in this KB article:  Creative Cloud desktop app | Unable to turn-on File sync.

If this doesn't work, please submit your CoreSync logs to Ken as suggested above.

Thanks,
Elba

Hi Ken,

I have the same problem as mentioned here and I've tried every solution that's been mentioned. I paused and restarted sync, I reinstalled the entire cloud, I tried installing new programs, etc.

The files that are loaded into the cloud from my pc laptop do not even appear on the cloud via the web, much less on my Mac.

There is no file on my computer with the name: Library/Application Support/Adobe/CoreSync/CoreSync-yyyy-mm-dd.log

and there is no file ending in "log" anywhere to be found, so I can't send you that.

What is the solution?

I need to work on the Mac, but the files aren't available to me there.

-Lizz

@Lizzcap - There are two Library folders on Mac OS X: the system Library and the user Library. By default the system Library is visible but the user Library is hidden. To view hidden folders and files on Mac OS X please use one of the methods from this help article: Access hidden user library files | Mac OS 10.7 and later. In my post above about the location of the CoreSync log files I have written out Method 2.