3 Replies Latest reply: Dec 12, 2013 3:10 AM by edsager RSS

    Recently, Creative Cloud experienced an outage with a service provider...

    edsager Community Member

      Hello All,

       

      I recently received an email from Adobe which states:

       

      Recently, Creative Cloud experienced an outage with a service provider that impacted some of our members. Our logs indicate that your account may have been affected, which resulted in some of the files that you saved in Creative Cloud to be inadvertently moved from their original location.

       

      The files we recovered from this glitch were moved into a new folder named "Recovered," which you can access from your Creative Cloud account or sync directly to your desktop. We would like to emphasize that no files were lost.

       

      The email then goes on to tell me how to access the Recovered folder.

       

      Unfortunately, every time I have tried to access the Recovered folder, the web page thinks and thinks and then, after a couple minutes, I receive the following message:

       

      Page Not Found

       

      We can't find the page you're looking for.

      View your files or browse your apps and services.

       

      I have tried Live Chat (including right now), but the Chat pod always states that there are at least 35-40 people ahead of me (today started out with 55 persons ahead of me and is down to 45). I just do not have all of that time and I need my recovered files.

       

      Anyone have any idea as to what I can try to get access to these recovered files?

       

      Thank you,

      edsager

        • 1. Re: Recently, Creative Cloud experienced an outage with a service provider...
          edsager Community Member

          A new wrinkle:

           

          After waiting more than 2 hours on the Live Chat, the person attempting to assist me did not understand my very clearly described issue...and my issue had nothing to do with the recent Adobe security issues, despite what the Live Chat person thought.

           

          After copying and pasting what I typed above, I was told the Live Chat person could not help me and that I needed to contact tech support.  Yet, the Live Chat is what was suggested in the aforementioned email Adobe sent me in order for me to receive assistance.

           

          A total wait and communication time of 2 hours 19 minutes.

           

          I called tech support after the end of the Live Chat and was told the wait time was between 57 minutes and 1 hour 17 minutes. Yikes! Not again!

           

          Oh, Adobe, wherefore hast thy customer service gone?

           

          Anyway, if people do not have an answer for my question stated in the first post of this thread, is there anyone who knows when is the best time/day to call tech support to actually get assistance?

           

          Thank you,

          edsager

          • 2. Re: Recently, Creative Cloud experienced an outage with a service provider...
            Ken G. Rice Employee Hosts

            @edsager - I will investigate what is happening with your "Recovered" folder. My direct email is kenrice@adobe.com.

            • 3. Re: Recently, Creative Cloud experienced an outage with a service provider...
              edsager Community Member

              Thank you, Ken.

               

              I found a partial workaround:

               

              I have the names and extensions of some of the photos that were lost and recovered, so I search for the names and transfer one (1) image at a time to a different folder.

               

              Slow, but I have my Christmas photos.

               

              Ken, please note that I was able to move the entire folder entitled, "Recovered" into a file folder entitled, "Recovered_Top_Folder." I thought it might help...I was wrong.

               

              Thanks again,

              edsager