4 Replies Latest reply: Nov 5, 2014 3:17 AM by Ben Mordue

Creative Cloud Desktop deletes your files when you re-install - why?

ddinsdale2000 Nov 2, 2014 12:26 PM

Just re-installed Creative Cloud Desktop to try to fix a syncing issue and it deleted all my personal files stored in my local creative cloud folder. As many of these files had not synced, I have now lost them.

Adobe support not sympathetic.

This is so annoying. Uninstalling a piece of software should never delete user files.

Really hacked off.

1. Re: Creative Cloud Desktop deletes your files when you re-install - why?

Mylenium Nov 2, 2014 11:29 PM (in response to ddinsdale2000)

There is this cute thing called backups...

Mylenium
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2. Re: Creative Cloud Desktop deletes your files when you re-install - why?

ddinsdale2000 Nov 3, 2014 3:39 AM (in response to Mylenium)

Mylenium, I know, it's a bit embarrassing but that is why I wanted to use the cloud service, then all my files are backed up in the cloud. Because sync wasn't and still isn't working, there is no back up.

Comparing Adobe Cloud to box, dropbox and Google drive, Adobe has a long way to go. My plan is to just use dropbox moving forward - it's very fast and much more robust.
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3. Re: Creative Cloud Desktop deletes your files when you re-install - why?

Ben Mordue Nov 5, 2014 2:43 AM (in response to ddinsdale2000)

ddinsdale2000,
I'm sorry to hear that your experience has not been good.

Could you confirm that your files are not present in either of these locations:
1. In your user's home directory (either /Users/<yourusername>/Creative Cloud Files/ on Mac, or C:\Users\<yourusername>\Creative Cloud Files\ on Windows)?
2. In your Trash or Recycle Bin?

The Creative Cloud desktop application should not delete any files on uninstalling/reinstalling. Also, Creative Cloud file sync does not outright delete files, they are just moved to the Trash/Recycle Bin.

We can look into what happened here if you send us your logs. Please zip up the entire contents of this folder, and email it to me at bmordue@adobe.com:
Mac: /Users/<yourusername>/Library/Application Support/Adobe/CoreSync
Windows: C:\Users\<yourusername>\AppData\Roaming\Adobe\CoreSync

Library (on Mac) and AppData (on Windows) are hidden folders. Please read these pages for help on showing these folders:
http://helpx.adobe.com/x-productkb/global/show-hidden-files-folders-extensions.html (Win)
https://helpx.adobe.com/x-productkb/global/access-hidden-user-library-files.html (Mac)

Kind regards,
Ben
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4. Re: Creative Cloud Desktop deletes your files when you re-install - why?

Ben Mordue Nov 5, 2014 3:17 AM (in response to Ben Mordue)

Please also check whether there's a folder called "Creative Cloud Files (archived)" in your home folder that contains your unsynced files.
Thanks, Ben
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