Creative Cloud not syncing to Creative Cloud Files Folder

Exact same situation here. Working fine until this week and now dead as a doornail.

Everything appears normal -- no error messages, no crashes -- just not syncing. Not even trying to sync.

I'm runnning CC Desktop on 6 different Mac types and they are all doing the same thing -- nothing.

P.S.

Downloading and reinstalling the software doesn't fix the problem.

Um ..... Earth to Adobe. Any chance of some help with this please?

I'd like an answer too. I'm having exactly the same issue with files not syncing to Creative Cloud. I was working fine until recently.

Time to go back to Dropbox I think.

I've reinstalled Creative Cloud.

I've removed the opm.db file

I tried to contact support and got bounced back here. A response form Adobe would be appreciated.

I'm having this same problem! But I get a "Some files were unable to sync" error after a while:

However, I found a temporary solution. I'm using Microsoft's SkyDrive (might be renamed it to OneDrive for new accounts). I have 25gb of space -- more than enough for my CC projects. You might only get like 8gb if you sign up now, but if you had a SkyDrive/Live/Hotmail/whatever account from more than a year ago, you probably have the 25gb.

There are a couple limitations of that, though. Individual files can't be above 2gb, and they have all sorts of restrictions on what you can upload, so if you're working with big video files or explicit things you might be SOL until Adobe gets this fixed.

There may be some action over at this thread:

http://forums.adobe.com/message/6236596#6236596

I'm not holding my breath. I've had no response from Adobe from Twitter. Their customer service chat was less than satisfactory & bounced me back here. All I'm getting is corporate firewall.

Adobe, you need to lift your game because your support is severely lacking.

Hello,

I'm sorry to hear that you're experiencing an issue with file sync. So that we can start investigating this issue, I'd be grateful if you could send me your CoreSync log files.

The log files can be found here:

Mac: /Users/<yourusername>/Library/Application Support/Adobe/CoreSync/

Windows: C:\Users\<yourusername>\AppData\Roaming\Adobe\CoreSync\

The logs have the date in the filename, like "CoreSync-2014-03-25.log". Please compress (zip) all the CoreSync-2014-MM-DD.log files and email them to me directly at bmordue@adobe.com.

Note that the Library folder on Mac and AppData folder on Windows are hidden by default, so you may need to show hidden files and folders.

Please reply on this thread, or directly by email to me. Please don't reply on other forum threads, as that will make it harder for us to track the issue.

Thank you,

Ben

Hi Ben

Looking through the forums. This issue seems to be more widespread than just looking at log files.

Could we possibly have a straight answer from Adobe when they expect file syncing to be alive again.

It's affecting a couple of projects we are working on.

Thanks

Lee

Hi Ben,

I've emailed you the log files as requested. Hopefully there is a solution to this.

As Lee pointed out, this seem to be a widespread issue. I hope we have a solution that can help everybody who has the same problem.

Same problem as everyone above. Creative Cloud Sync just stopped working on my Mac over the weekend. I tried logging out of Creative Cloud and logging back in, and now it doesn't even offer to synce my files.

If I boot into the Windows 8 partition on my Mac, Creative Cloud Sync is still "working", but continually switches between the status of "Syncing..." and "Some files failed to sync".

What's going on here?

Thank you for your patience while we investigated. A change has been made on the server which should address this issue.

Please quit the Creative Cloud application, then launch it again. You may see a message in the Files panel similar to "Updating file sync...". This should take just a few moments. When it is finished, you should be able to sync your files.

Please let us know if you are still unable to sync files after updating file sync.

And as if by magic, sync starts working again. Didn't even have to relaunch. :-)

Let's not do this again folks ;-)

Yes, mine is now working too. Thank you Ben Mordue.

I agree with SS Admin, please don't let this happen again.

Hi there,

I have just installed Creative Cloud on 2 computers, 1 is Windows 7 and the other Windows 8. On the Windows 7 laptop, the install has gone well and I have been able to sync. The Windows 8 laptop will not sync at all. There are no arrows / ticks on documents as there are on the working laptop.

Any ideas? firewall?

Many thanks

Don't know if this helps but today I had the issue described in this thread.

I paused syncing and then hit sync again, and it sorted itself out.

A bit frustrating that it doesn't do what it is supposed to, but I am glad I didn't get stuck. I work at home in the evenings and then start early at my office downtown, and when it takes me 30 minutes of my morning to sort out how to get my file back it sets the frustration level for my morning higher than I would like.

Love creative cloud, but hickups like this are testing my patience.

From a troubleshooting standpoint, the things that I've seen resolve issues related to a specific machine

•    Try pausing and resuming file sync

•    Try signing out of the Creative Cloud app and back in again, from the preferences using the Sign out button

•    Confirm you have the latest version of the Creative Cloud app installed from the preferences, version 1.5.1.369

•    Try uninstalling reinstalling the Creative Cloud app

Well i am running CCD on 2 macs with OSX 10.9.3 installed and both are not syncing. I get this loading circle (see image below). It keeps loading forever

I have uninstalled and reinstalled CCD multiple times now but that doesn't solve the problem. I also tried the solutions above. Didn't work either.

Please help me as i can't use CC on both machines now. And i'm sure (and i checked several times) i have different fonts in Typekit. But since a few weeks they do not appear in CCD (see other image below).

Hi Polo Swelsen,

I'd like to have a look at your log files to better understand what may be happening here.  I've sent you a private message with further details.

I am having a similar problem. I uploaded files from my work computer, I see them on the web, but they won't download to my home computer.

At home I have tried the following:

- pausing and restarting sync

- quitting and restarting the desktop app

- uninstalling and reinstalling the desktop app -> at this point, it is not even trying to sync even though I have a file in my home folder that has not been uploaded to the cloud. My two options are to Open Folder and View on Web. This same thing happened when I first tried to set up sync before the reinstall. The only way I was able to get the system to register that it might want to sync was to manually download my files from the web. All this managed to do was cause get it say it was Syncing... with the spinning circle, but it wasn't actually touching any of my files.

None of it has worked. I am also disappointed that the only mention of download in the help files is " Any additions, modifications, or deletions are reflected on all connected computers and devices." (from here) with no troubleshooting help should this not be the case.

At home I have Creative Cloud 1.6.0.393 on a Windows 8 machine.

Hi vkramer,

Thank you for the additional information.  Are  you running the same version of the Creative Cloud Desktop app on both machines?  When did syncing stop for you?

It would help if you could send a copy of the Coresync.log file, which you will find at:

Win - C:\Users\username\AppData\Roaming\Adobe\CoreSync

Mac - /Library/Application Support/Adobe/CoreSync/CoreSync-yyyy-mm-dd.log

(On Mac, you need to use the Go To Folder option from the Go option in Finder (menu at the top).  Then in the pop up enter:

/users/username/Library/Application Support/Adobe/CoreSync/

Then select go, this will take you to the folder containing the .log files.)

Please email this to me directly on djack@adobe.com.

The same problem here. I'm running a MacBook Pro with the latest version of Mavericks.

A few days ago, I was informed that there was a new version of the Creative Cloud and the installer. I installed them, as usual, and continued to work. Yesterday, the system informed me that there were 4 updates, so I started the installer. First of all, it informed me that it needed access rights, so I clicked on the message. All I got was the apps page and the spinner. After half an hour of waiting (I was checking emails and updating my blog), the spinner was still running.

It's as though it can't get through to the servers, or maybe it's just sitting there twiddling its thumbs. I know that the Internet connection works, because I'm able to post here.

Come on Adobe, you can do better than that!

Hi Spoc57,

can I just confirm that the issue you're reporting is that after updating the Creative Cloud Desktop app is non responsive and all you see is the spinner?

Same problem since yesterday.

I work on an iMac and MBP (same OS version on both and even versions of Creative Cloud).

This morning my project directory on the current MBP is completely empty! I must go to the web version to recover the files! This is absolutely not productive.

Thank you tell me a solution.

cordially

gizouse,

in order to investigate this issue further, would you be able to send me you CoreSync Log file (location below)? 

Once I have this, I will have our team look in to what's been happening on your account.

Log File Location -

It would help if you could send a copy of the Coresync.log file, which you will find at:

Mac - /Library/Application Support/Adobe/CoreSync/CoreSync-yyyy-mm-dd.log

(On Mac, you need to use the Go To Folder option from the Go option in Finder (menu at the top).  Then in the pop up enter:

/users/username/Library/Application Support/Adobe/CoreSync/

Then select go, this will take you to the folder containing the .log files.)

Please email this to me directly on djack@adobe.com.

Hi derekajack

I'm having the same problem - ie creative cloud desktop is not syncing files any longer

I'm running Mac OSX 10.7.5

I updated some apps and Adobe air recently

best wishes Helen

I'm having a similar issue.

Today was the first time I tried to turn on Cloud Sync. When I turn it on, the desktop app thinks for a bit, then turns it off.

I've sent my log file to djack@adobe.com. The following lines from the attached log file look relevant to me:

20140703-131509.337: There is no cloud folder at [], so now initalize it.

20140703-131509.338: ERROR: Unable to setup cloud folder at  : . Disable sync.

Looking forward to getting this sorted out.

Hey Quietquakes,

Are you on Windows or Mac? Do you have Creative Cloud Files folder in your user account folder? You might test creating a new admin user account and see if the same thing occurs there or if you're on Windows try launching the Creative Cloud app by right-clicking and choosing Run and Administrator.

Hope that helps,

- Dave

Thanks, Dave.

I'm on Mac. I logged in as a different administrative user and everything worked just fine. I'm still having problems on my main user account, though.

I had no Creative Cloud Files folder when I started setting this up. I created a folder with that name, which CCD renamed to "Creative Cloud Files (archived)".

Any other ideas?

It sounds like some kind of permissions issue to me, which can be tricky to get to the bottom of. We have this document Troubleshoot unexpected behavior | User account-specific | Adobe software | Mac OS

Other things that might be worth testing at this point:
- Try using the Disk Utility to repair permissions (multiple times), it won't repair Adobe directories but if there are issues at least you'll know

- 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

Thanks again for your help, Dave.

Your final suggestion worked: I uninstalled the Creative Cloud app, then logged in as the other admin user and reinstalled it from there. When I logged back in as my normal user, syncing worked with no fuss.

Thanks much!

Hi

I'm also experiencing the same problem. A few days back the issue started to emerge and the Creative Cloud application tells me "Some files failed to sync". I already tried all the suggested steps above and nothing helped. I'm running OS X 10.9.3 and the latest Creative Cloud application. My Adobe CoreSync log file tells me the following

20140706-142244.470:  All Live Files: 1, Folders: 1

20140706-142244.470: ----- 2014-07-06 14:22:44: Analysis Completed. Time 00:00:00, Speed: Many files/s -----

20140706-142244.470: Job 'CSJob': Analyze Finished OK

20140706-142244.471: Error 3 in local monitoring: not monitoring

20140706-142244.471: ACCController::syncStateChanged

20140706-142244.471: ACCController::syncStateChanged: current job state: 6, result: 1, eErr = 3

20140706-142244.471: BaseControllerDelegate::pushQuota {storageFree:42949672960, storageTotal:42949672960}

20140706-142244.472: ACCSync::stopJob: forced: 0, reason: Connectivity error

20140706-142244.473: CsRunWorker::stopped error: 20140706-142244.476: MControllerDelegate::quota {storageFree:42949672960, storageTotal:42949672960}

20140706-142244.476: MControllerDelegate::syncStatus state 1 (CoreSyncStateSignedIn)

20140706-142244.524: 2014-07-06 14:22:44: File Monitoring was asked to stop on: : Connectivity error

20140706-142244.525: 2014-07-06 14:22:44: File Monitoring was asked to stop on: acsl://scss.adobesc.com:80/files: Connectivity error

20140706-142245.456: File Monitoring stopped on: acsl://scss.adobesc.com:80/files

20140706-142245.457: 2014-07-06 14:22:45: File Monitoring has stopped: Was asked to stop

20140706-142245.493: MControllerDelegate::quota {storageFree:42949672960, storageTotal:42949672960}

20140706-142245.494: BaseControllerDelegate::pushSyncStatus: sent CoreSyncStateOffline (5)

20140706-142245.495: ACCController::updateWithState: 5

20140706-142245.495: ACCController::removeAllIcons

20140706-142245.495: ACCController::handleTermErr: network error unable to connect to server

20140706-142245.496: ACCController::syncStateChanged

20140706-142245.497: ACCController::syncStateChanged: current job state: 4, result: 1, eErr = 3

20140706-142245.497: ACCSync::stopJob: forced: 0, reason: Connectivity error

20140706-142245.497: 2014-07-06 14:22:45: File Monitoring was asked to stop on: : Connectivity error

20140706-142245.498: 2014-07-06 14:22:45: File Monitoring was asked to stop on: : Connectivity error

20140706-142245.499: MControllerDelegate::quota {storageFree:42949672960, storageTotal:42949672960}

20140706-142245.500: BaseControllerDelegate::pushSyncStatus: sent CoreSyncStateOffline (5)

20140706-142245.500: ACCController::updateWithState: 5

20140706-142245.501: ACCController::removeAllIcons

20140706-142245.501: ACCController::handleTermErr: network error unable to connect to server

Any help would be appreciated.

Thanks

Chris

Hi Chris,

Could you send me the complete log file to bmordue@adobe.com?

At a first glance, this looks like a network issue. Are you able to use Creative Cloud file sync on a difference machine or different network (for example, if you are unable to sync in the office, are you able to sync from home)? Are you aware of any changes to your network recently, such as changes to the firewall or other network security settings?

Thanks,

Ben

Hi,

I have been having the same issue, tried working it out with the Adobe Call Center staff but they were very unhelpful, spent over 2 hours with them trying to debug the issue with no success.

I have had a look at my log file and the bolded line seems to be where the problem is. Can you give me any advice as to how to fix? Happy to send the full log file through if necessary. Have already tried uninstalling and reinstalling, disk permissions repair, and a sign in/out all to no avail.

20140717-083720.016: Restore cloud folder from [ ( -- email address removed for privacy -- )] to [].

20140717-083720.016: There is no old cloud folder [ ( -- email address removed for privacy -- )] to restore.

20140717-083720.017: There is no cloud folder at [], so now initalize it.

20140717-083720.020: ERROR: Unable to setup cloud folder at  : . Disable sync.

20140717-083720.020: ACCController::enableSync switch sync OFF

20140717-083720.023: MControllerDelegate::quota {storageFree:-1, storageTotal:-1}

20140717-083720.025: BaseControllerDelegate::pushSyncStatus: sent CoreSyncStateSyncDisabled (11)

Your help on this issue is greatly appreciated!

Thanks

Joel

Joel, I had some of these same messages in my log file. What worked for me was to uninstall ACC software, log out, log in as a different administrative user, and install ACC software. I then logged out, and logged back in with my normal account and syncing worked just fine.

Hope that helps.

Hey Joel

It seems like you are experiencing a different problem than I did (judging from the log entries). My problem miraculously fixed itself somehow. I suppose it was a problem on the server side.

Ben might be able to help you on your issue...

Cheers, Chris

Hi Joel,

Could you try the steps in this post?

https://forums.adobe.com/message/6555103#6555103

Thanks and regards,

Ben