9 Replies Latest reply: Oct 24, 2014 7:56 AM by Christopher Gregory Branched to a new discussion.

Unable to sync files to or from Creative Cloud

Christopher Gregory Oct 4, 2014 6:50 AM

Hi there

I'm running a McBook Pro running OSX 10.7.5. I’ve been able to sync with the Creative Cloud in the past but now there is no link between what I upload to the web and what I put in the Creative Cloud Files on the Mac.

I’ve tried:

Quitting and logging back in Creative Cloud

Uninstalling and reinstalling Creative Cloud Desktop

Deleting options.tix from the CoreSync folder

Restarting the Mac

I’m not getting any message about syncing taking place and no green tickmarks in the Mac's Creative Cloud folder.

Any help really appreciated.

1. Re: Unable to sync files to or from Creative Cloud

Christopher Gregory Oct 5, 2014 2:47 AM (in response to Christopher Gregory)

I can both upload and drag and drop into the web-based side of Creative Cloud from both Mac and phone but these are then not appearing in the desktop folder.
Likewise anything placed in the desktop folder doesn't upgrade to the web.

Was hoping to show a client the joys of sharing files via CC soon but not looking good

Has anyone experienced similar, or managed to fix it even?
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2. Re: Unable to sync files to or from Creative Cloud

JordonBrooker Oct 5, 2014 11:03 AM (in response to Christopher Gregory)

I've got the same on windows 8.1. I haven't even got the icon to sync collections.
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3. Re: Unable to sync files to or from Creative Cloud

derekajack Oct 7, 2014 12:52 AM (in response to Christopher Gregory)

HI Christopher,

in order for us to understand the possible cause, would you be able to send us some log files? I'm looking for the CoreSync.log files for the period you're referring to.

You will find the Coresync.log file here -

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 the log files to djack@adobe.com and bmordue@adobe.com.
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4. Re: Unable to sync files to or from Creative Cloud

derekajack Oct 7, 2014 12:54 AM (in response to JordonBrooker)

Hi Jordan,

so we can understand what's happening here, would you be able to send us some log files? I'm looking for the CoreSync.log files for the period you're referring to.

You will find the Coresync.log file here -

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

Please email the log files to djack@adobe.com and bmordue@adobe.com.
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5. Re: Unable to sync files to or from Creative Cloud

Ben Mordue Oct 7, 2014 2:07 AM (in response to Christopher Gregory)

Christopher,
There was a temporary problem around 5 October that may have affected you. This has now been resolved, and you should be able to sync again normally. Please let us know if that is not the case.
Regards,
Ben
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6. Re: Unable to sync files to or from Creative Cloud

JordonBrooker Oct 7, 2014 2:00 AM (in response to derekajack)

I've emailed you the log as the issue is still occurring today for me.
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7. Re: Unable to sync files to or from Creative Cloud

Ben Mordue Oct 7, 2014 2:01 AM (in response to JordonBrooker)

JordonBrooker,
Thanks for sending us your log file. I'll reply to your email directly.
Regards,
Ben
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8. Re: Unable to sync files to or from Creative Cloud

Christopher Gregory Oct 7, 2014 11:03 AM (in response to Ben Mordue)

Hi Ben
Many thanks for getting back to me – it does appear that after installing the upgrade the files are syncing now. I'm away running a course until Thursday when will double-check and confirm if that's OK.
Thanks again,
Chris
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9. Re: Unable to sync files to or from Creative Cloud

Christopher Gregory Oct 24, 2014 7:56 AM (in response to Ben Mordue)

Hi again Ben
Now all working like a dream I’m happy to say. Initially the green circles with white checkmarks were’t appearing on the desktop files, but these too are now back.
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