In this instance, I do not believe Adobe's license agreement is worth the proverbial paper it is written on...
1 person found this helpful
Quote from Guardian article:
"... Other users found the Adobe update would delete a folder required for the proper functioning of OS X’s autosave and versioning functions for documents, while any folder that started with a space on the root directory would likely fall victim to the update’s deletions.
Head of social for Backblaze Yev Pusin said: 'It’s difficult to tell exactly which data may have been removed, but you can open the root directory on your Mac and try to look towards the top for any folders that are empty. This would have occurred to only one folder (that we know of) so the topmost hidden folder or the first folder with a space as the first character would have been affected.'
Adobe said a fixed version of the update should be immediately available."
Hahahaha, your Ts&Cs are not worth the paper they are written on, the courts in the US do not look favorably on instances such as this... But I am sure your legal counsel already knows that.
It will be interesting to see what Adobe does next and how much the monetary damages end up being
PS. I am not a lawyer, but I did stay at a Holiday Inn Express last night...
The risk is to high to lose data but also some time to repair a beginner bug.
The minimum is to propose a compensation...but nothing proposed from Abode.
A French user who lost 10 hours during the week end to solve this issue.
I'm not at all a pro Terminal user, but I was able to show hidden files and then hide them after checking to see what was in the root Macintosh HD. I'm sure most users have the DocumentRevisions-V100 folder as first in alphabetical order. As others have stated, this is a locked folder. While some of us can spend time researching and testing and find the answers and return to let everyone know, it would be so much easier for Adobe to respond with the answers.
This is what I would like answered or provided:
- Steps to follow in Terminal to show which folder is first in alphabetical order and steps to look inside this folder to see items present.
- Steps to follow to add these files back from a Time Machine backup or details as to what those files are and if they are actually needed (I don't feel the DocumentRevisions-V100 folder is that important, but it should be Adobe's job to communicate with Apple to verify this and potential actions to take.)
- Tell us if the first folder is locked (as DocumentRevisions-V100 is), if the script moved to the next folder it found and deleted the contents. If you don't know, it's your job to test and provide details about this—not us. If it gave up after the first folder (locked or not), did it stop?
- Provide specific details about what this script did and how—did it happen on install? On launch? On sign-in? On computer restart?
*I do feel that adding folders to the root of Macintosh HD is very poor practice. For any that have done that here, please don't. Put that folder in the user directory under the user you sign in as—next to Documents, Creative Cloud Files, etc.
Thanks. I know that. I am asking Adobe staff for the actual explanation based on the knowledge only they have - i.e. the code the errant installer script was executing and the conditions under which it executed.
I should not have to find out by inspection based on nth hand detective work and advice.
For the record, here's how it looks as two screen-grabs of what I think are the relevant folders now. I created the .adobeCCdeletebug folder last Friday 12 when I learnt of the issue. I had installed and run .206 on Thursday 11.
I did a controlled reboot last night after installing .209 - hence why some items are showing dates yesterday 19:32 and today. The bug as far as I have read also deletes the contents of the (first alphabetical user-writable??) folder, not the folder itself, so I need inspect and restore into which folders??
Adobe really have got to tell us what we should be looking for. Only they know the coding error.
Thank you, Sheena, for being the willing mouthpiece for a faceless, fictional corporate entity. Adobe's lawyers might want to go back and re-read their own legal terms:
3.3 ... We will not access, view, or listen to any of your content, except as reasonably necessary to perform the Services.
9.1 ... Nothing in these terms limits or excludes our liability for gross negligence, for our (or our employees’) intentional misconduct, or for death or personal injury.
Accessing (deleting!) content which was not yours, without warning, is most certainly an act of gross negligence.
Regardless what the legalese might say, the violation of trust stands. And every excuse, misdirection of responsibility and cover-up tactic is a further violation.
It is unacceptable that has released an update that have these flaws . In my case it has deleted all files that were contained in folders that begin with " - " the root directory. It has happened in two of the computers in my company were using Indesign, only on my hard drive have been deleted 45GB of information. Quite possibly we undertake legal action.
I am on Mac OS X, 10.8 I think I am affected by this error from Adobe. I think my .vol folder contents were deleted. By my bad luck, my clone backups were run end of day 2/12 and 2/13 :-( after the CC upgrade of .206
Now when I create a folder, I get a message to input my mac os x password.
I can't find anything on google (yet) that shows what should be in .vol folders. That is my first hidden folder with write access. Does anyone know what files are supposed to be in there ?
I still wonder just how many people out there may not even be aware of the situation with the updater and are struggling with the problem, thinking it's something they inadvertently did, or that their hardware may be failing them. Unless you follow the forums, etc. you may have not have received word of the updater issue. I don't recall actually receiving an email from Adobe regarding the matter. I have been receiving the Adobe Forum emails so I'm seeing that there are many others in the same situation as me, where I had a folder named on the root level beginning with an inserted space. And I too did lose hours of work. At this time, I've simply turned off the 'cloud' and will continue working with my CS6 versions of software until such time that I need to get back onto the cloud for a specific application.
If Adobe had half a brain they would rapidly and proactively get out in front of this (partnering with Apple if need be) with an aggressive program to recover customer's lost data. They need to take full responsibility for this.
Initially they need to identify the most likely folders that were affected and communicate that to customers with an initial fix
Their trust was compromised with the recent Lightroom debacle and now this...
Wow, any semblance of trust is gone!!!
I agree with you! The only reason I found out about this was because I have Backblaze as my backup and they discovered the problem. I have heard NOTHING from Adobe.
One question : WHY hasn't Adobe advised users DIRECTLY that they may have been affected?
Finding this out problem from third parties hardly builds trust. And scrabbling to work out what (if anything) has happened to my data is not a good use of my time. Thanks for nothing, Adobe.
It's been FOUR days now and Adobe has failed to make an official statement or provide help to affected users.
Totally irresponsible and I will not be renewing my cloud subscription.
1 person found this helpful
They did make a statement and also noted it in the release notes. You can't argue that Adobe pulled the update almost immediately and then issued the post about it. Also, they worked to provide an update on Sunday.
Release Notes for the CC App:
Statement made Friday:
Yes but I had to google to find out why I was having problems two days after the fact.
I never received any email from Adobe and had no idea where my lost data went until I logged into Backblaze
Sent from my iPhone
Why didn't Adobe send out a mass email to their CC customers explaining the problem and the solution???
They are simply customer hostile...
I will ditch Adobe when my CC subscription expires and I will join in the class action suit...
There was a same issue in Adobe Application Manager, it was fixed silently.
Non CC user are affected too by AAM.
This one certainly isn't silent
As much as they are going to try I suspect that they will not be able to sweep this one under the rug...
They have caused real damage and I hope they have to pay the consequences...
I have been on the phone with Adobe tech support on three separate occasions regarding this issue. The first day they acted like I was an idiot for even suggesting Adobe could have deleted all of my working files. The second day they admitted that there was a bug and are working to correct it. The fifth day I called back hoping to get some type of update on whether or not the engineers were working to recover any of my lost files. They told me they'd be in touch within 2-3 hours. It's been 24 hours now and I have not heard back.
This situation is like someone breaking into your house and stealing your valuables. After finding the burglar, they admit to breaking in and acknowledge they're going to fix the door they broke in, ignoring the fact that they stole all your crap. I'm supposed to appreciate the fact they fixed the door they busted? Where's my stuff? Why won't Adobe take any initiative and either fix the real problem (missing files) or at least keep me in the loop about what they're doing about it. They've had 108 hours to work on this and I (along with several others) am still without files that Adobe should never had any access to whatsoever.
Do you not have a backup of your files anywhere? Do you use Time Machine or any backup practice at all? While in this case the folder was accidentally deleted, you need to have some kind of backup plan for hard drive corruption, theft and anything else that could happen to your computer.
By the way, NO ONE SHOULD BE STORING FILES IN THE MACINTOSH HD ROOT! This is file management 101. It's becoming clear that those affected by this haven't been smart about where they put files.
And of course, the engineer and the team lead who proofed and approved this code were definitely careless in this case and didn't think much about the consequences. Perhaps "oops" isn't going to cut it here. Maybe that engineer has a history of careless mistakes and this was the final straw? Or maybe it's a fresh hire—in which case the blame rests solely with the team lead.
Is anyone else having kernal panics while cc .209 is running...
I had to shut it down to keep my mac from staying face down in the mud....
I don't think it is up to you to determine where people store files (storing in the root is certainly not best practice), redirecting the blame to the end user is disingenuous. The fact of the matter remains that Adobe through their own negligence destroyed private customer data.
Lets try not to lose track of who the culprit is here!!!
>>>>It's becoming clear that those affected by this haven't been smart about where they put files.<<<<
First, I don't feel it appropriate to phrase it the way you did. To insinuate lack of intelegence is demeaning.
Second, we know that those storing personal files in the root directory are not the only ones affected. Any folder that is listed first, alphabeticaly, in the root directory may be susceptible. Adobe said it is user write enabled folders, but where did that statement come from? How did the author of that blog entry come to that conclusion? We haven't been given details. Are there system files that have been affected? We don't know. We have data from a small population of users that can easily determine something went wrong, and who searched for help on the net. Since Adobe hasn't sent out a mass notice to ALL users, we don't know what else has been affected on the root directory, or for that matter, other directories.
I didn't say that it was the user's fault here, but I am taking this moment to point out that saving files in the root directory isn't the best practice. I didn't insult anyone's intelligence, but pointed out potential lack of knowledge when it comes to how to file things on a computer—or the repercussions of doing things in the file system.
For what it's worth, we don't know if any folders were affected in the OS other than user-created folders with underscores or blank spaces in this directory. Some websites have played telephone with the information that Backblaze provided and are just repeating their findings—without much knowledge of how it happened. Back blaze isn't even sure of all of the details, but they can create a folder (an unlocked user folder) and see the script removing files.
1. Users that keep their file storage outside of the Macintosh HD root weren't affected.
2. The Document Revisions folder was locked and "probably" wasn't affected (and wasn't in my case). Also, this folder has had issues for people in the past which led to blogs about emptying it if it became bloated (*caugh*Sketch).
3. The few users that—for some reason—keep all of their important files or client work in a folder in the system root AND intentionally put a space or underscore in the name to visually see it move to the top of the list—these users were affected. If these very specific users don't have a backup of those files, whether it be Time Machine or manually coped items, they probably have lost data from this bad Creative Cloud code. I do hope that someone finds a way to recover lost items.
4. While this error code was pretty wide-spread, I don't the it affected the majority of Creative Cloud users. If it was common practice to house files in this directory, I'm sure there would be pitch forks lining up for hundreds of miles. But this discussion is only 3 pages long and I don't see it.
1 person found this helpful
i have 18.104.22.168 but cannot update to 22.214.171.124 ... seems that the installer
cannot download Creative Cloud Desktop ... always hang at 2%.
Try the installer direct links instead. They were given on the previous page of this discussion.
The CC Desktop app installer is given near the bottom of the table there... Just make sure to follow the download instructions first, before clicking on it.
ProDesignTools Thank you for the tipp but i have already tried this without knowing it...
I found the download link to the cc desktop installer in an xml file .. but cannot download it ...
not either via the download link from your page ...
sorry ... the very important instructions ... read first, ask later ...
Yes, you have to make sure to carefully follow the download instructions given on that page, which are required by Adobe's servers in order for the direct links to work – otherwise you'll get that exact message instead.
I find it discouraging that some posters find fit to reprimand users for storing files on their root/hard drives. This is akin to blaming the victim for the crime. Let's talk about "best practices." Best practices includes thoroughly testing software before it's released. Best practices includes immediately notifying customers if a dangerous problem is noticed. Best practices includes great customer service when you screw up. Let's focus on what really went down here. (Yes, I had a root drive folder nearly wiped out. Yes, I had plenty of local backups. But seriously, does adobe get a free pass on this? Just when is enough enough? Many of us are running app updates all the time, updating OS, and doing other extra security measures like 2-step authentication. When the hacker turns out to be your paid service, it's pretty sad.)