5 Replies Latest reply: Sep 30, 2014 8:11 AM by Riotxix RSS

    cannot sync: awaiting connection

    Riotxix Community Member
    Riotxix Aug 14, 2014 9:15 AM

      Hi there,

       

      I'm having a very serious issue with Adobe Creative cloud.

       

      I regularly do drawing and sync my files to CC. The last time I did this successfully was 7 days ago.

       

      I tried 3 days ago, and got the message: awaiting connection. I left it for about 20 minutes - same issue.

      So I figured I'd leave it from Monday until Thursday, do so more work and try again. But it still stuck on 'awaiting connection'!

       

      I don't have any complex file names : they are all 'untitled-n'.

       

      I tried signing out and signing in again.

       

      Please help me or I can't continue using the product.

       

      If I sign in with a brand new user account, will it erase my current items in Adobe Ideas? That's all I can think of doing - setting up a new account and syncing all 50 files from scratch.

       

      I don't want to lose my work!!!


      Thanks - first persistent glitch in over a year.

      FYI - I'm an IT guy so I've tried the obvious (make a tiny change to every file trying to sync, resave and try again, check wifi connection, etc.).

        • 1. Re: cannot sync: awaiting connection
          Riotxix Community Member
          Riotxix Aug 18, 2014 8:43 AM (in response to Riotxix)

          Could someone from Adobe help me sort this out. I'm stuck in limbo here unable to work, with past designs held hostage.

          • 2. Re: cannot sync: awaiting connection
            frank s-g Community Member
            frank s-g Aug 28, 2014 11:32 AM (in response to Riotxix)

            Sorry to hear about your issues. The sync service that Ideas talks to has unfortunately been quite difficult to maintain. The server sometimes sends back error codes in non-error situations. I would not pay very much attention to the 'awaiting connection' message. Most of the time, it is a result of the server sending back a faulty error code. Instead, I would double-check the file on creative.adobe.com. If the file is still not synchronizing, try renaming the file on creative.adobe.com, or turning sync off and on again in Ideas.

             

            We are working on improving the sync situation. We hope to have a more robust solution available for our customers by the end of the year.

             

            Hope that helps,

            Frank

            Ideas Engineering

            • 3. Re: cannot sync: awaiting connection
              Riotxix Community Member
              Riotxix Sep 2, 2014 8:13 AM (in response to frank s-g)

              Dear Frank,

               

              Thank you for your response.

               

              I present to you four things I have tried (1-4), and four questions I need you to answer (A-D) for a working solution.

               

               

              I have tried:

               

              1. Leaving the 'awaiting connection' attempt for over 30 minutes (multiple times over the last few weeks). It shows no progress whatsoever. The files have not uploaded to my creative cloud account (I checked with my desktop computer's web browser).

               

              2. Turning the sync on and off again repeatedly (multiple times over the last few weeks) has had no effect. It always says 'awaiting connection' immediately.

               

              3. Signing out and signing back in repeatedly on my iPad.

               

              4.  your solution to "try renaming the file on creative.adobe.com".

              Since I have drawn the file on my iPad, I have tried renaming the file on my iPad, but the sync still does not work. I cannot rename it on creative.adobe.com because the iPad is not syncing to it, so the files have yet to exist on the Cloud!

               

               

              It just doesn't work, and is not a temporary glitch. It seems like it's a fundamental issue present on my iPad that started on a single day about 2 or 3 weeks ago.

               

               

               

              So my questions to you are these - please help me retrieve my drawings. Please answer them A-D.

               

               

              A. There are lots of people with this same problem (https://forums.adobe.com/search.jspa?facet=content&type=discussion&q=awaiting+connection&s ort=relevanceDesc&place=%2Fplaces%2F1413052).

               

               

              I found this thread particularly useful : https://forums.adobe.com/message/6322966#6322966

              Here the user Jo Jacobs says:

              "Same problem with iPad Mini, iPhone5 and MacbookPro Retina. No Files syncing from Adobe ideas. Tryed everything...

              Workaround:

               

              You need Phoneview. Open it - choose "Apps" - click on "Show all Apps" - click on "Adobe Ideas"

              Than go to:

              Library/Private Documents/documents/data/files/

              there you find folders with cryptic names

              Download one of the folders

              Open the Folder

              select all files in the folder and zip them

              Change the extension from .zip to .idea

              and voila

              you can open it with Adobe Illustrator!

              A long way, but for now the only solution to get the editable vector file on your computer.

              Nachricht geändert durch Jo Jacobs"

               

              My question to you Frank, is that if I manage to extract the .idea files from my iPad, can I upload them to my creative cloud via my desktop computer's browser? It seems like my best route to reclaiming my work and getting it onto the Cloud.

               

              B. If I sign out of my CC account on the iPad, and register as a new user, will the iPad drawings sync to this new user account a fresh? I.e. are they permanent stored on that iPad, or will they disappear when I log in as a CC different user?

              I haven't tried this because I am concerned if I register as a new user it will lose those unsynced drawings on my Ipad.

               

              C. If I remove Adobe ideas from my iPad and reinstall it, will it delete those files that have not synced (i.e. the drawings I made in the last two weeks since the sync stopped working)? If it will, then I daren't uninstall the app!

              I haven't tried this because I am concerned that if I reinstall the app it will lose those unsynced drawings on my Ipad.

               

              D. If I remove Adobe ideas from my iPad and reinstall it, will the latest version of Adobe Ideas that is present on the App store work with my iPad's operating system? My current version numbers are:

              Adobe Ideas version 2.7.1 (43711)

              iPad ios 5.1.1 (9B206)

               

              In the past I have tried an upgrading an app, only to find out that the latest version on the App store was incompatible with my ios, so I had uninstalled the program for nothing!

               

               

              Thanks for answering questions A-D. I hope you can see why have asked them in that order.

               

              It seems to me the safest course of action is to try answers A-D consecutively (provided that the latest version of Adobe ideas is compatible with my ios, which I need you to answer in question D).

               

              Thanks again for your time. It's pretty shocking really! So much time into drawing, only to find the program has a bug that permanently breaks the sync ability - I just can't use it if I can't get those vector graphics off the iPad.

              • 4. Re: cannot sync: awaiting connection
                Frank Stokes-Guinan Adobe Employee
                Frank Stokes-Guinan Sep 4, 2014 11:31 AM (in response to Riotxix)
                • A. My question to you Frank, is that if I manage to extract the .idea files from my iPad, can I upload them to my creative cloud via my desktop computer's browser? It seems like my best route to reclaiming my work and getting it onto the Cloud.

                 

                Yes, you can upload them to your creative cloud account via your desktop browser.

                 

                 

                • B. If I sign out of my CC account on the iPad, and register as a new user, will the iPad drawings sync to this new user account a fresh? I.e. are they permanent stored on that iPad, or will they disappear when I log in as a CC different user? I haven't tried this because I am concerned if I register as a new user it will lose those unsynced drawings on my Ipad.

                 

                The drawings are stored on the iPad and will not go away when you sign out and sign in as a different user. Ideas will attempt to sync those files to the new account. You will not lose unsync'ed drawings.

                 

                 

                • C. If I remove Adobe ideas from my iPad and reinstall it, will it delete those files that have not synced (i.e. the drawings I made in the last two weeks since the sync stopped working)? If it will, then I daren't uninstall the app! I haven't tried this because I am concerned that if I reinstall the app it will lose those unsynced drawings on my Ipad.

                 

                Uninstalling Adobe Ideas will also remove all your drawings from the iPad, so it is not something I recommend. Reinstalling Ideas will not bring them back, unless they have already been sync'ed to the cloud (in which case, they will be re-downloaded).

                 

                • D. If I remove Adobe ideas from my iPad and reinstall it, will the latest version of Adobe Ideas that is present on the App store work with my iPad's operating system? My current version numbers are: Adobe Ideas version 2.7.1 (43711) iPad ios 5.1.1 (9B206)

                 

                Uninstalling Ideas will remove all your drawings, and you will not be able to recover the unsync'ed files. However, updating the app will not delete your files. The current version in the App Store is 2.8.1, and it can run on any device/OS combination that 2.7.1 runs on.

                 

                With 2.8.1, there is one other route to getting your .idea files off your device, but only if you have a paid subscription to Adobe Illustrator. There is a new feature that allows you to send your .idea file directly to Illustrator on your desktop. Make sure you are signed in on Ideas, then open a drawing, tap the share menu, and if you have a paid subscription, there should be a "Send to Illustrator" button that you can tap on. If you are also signed into creative cloud on your desktop, then within 10-20 seconds, the file should automatically open in Illustrator. You can then navigate to the .idea file directly using the Mac OS Finder or Windows Explorer.

                 

                Hope that helps,

                Frank

                Ideas Engineering

                • 5. Re: cannot sync: awaiting connection
                  Riotxix Community Member
                  Riotxix Sep 30, 2014 8:11 AM (in response to Frank Stokes-Guinan)

                  Thanks!

                   

                  I performed solution A to get the vector files off the iPad and upload them manually to the Creative Cloud.
                  I then performed solution B to sync the files on the iPad to a brand new User Account.

                   

                  ATB,

                  Mayur