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Thread ID: 142996	2016-10-27 03:42:00	Problem syncing Creative Cloud files	Beemer (6956)	Press F1

Post ID	Timestamp	Content	User
1427935	2016-10-27 03:42:00	I am part of a team that uses Creative Cloud (CC) to store InDesign pages for editing. I then open the files in InCopy, edit them and save so the latest versions are available for the layout guys. I've been using the same system for about six months and it's always been fine, but on Sunday I noticed my internet was incredibly slow. We live in the country so it's never blisteringly fast anyway, but it was taking 90 seconds to send a text email and web pages were very slow to load. At the same time, our designer had made some changes in CC so a huge sync was taking place. Usually the syncs take a couple of hours, but this one has been running for days and I'm still seeing a message there are more than 1700 files to sync. I am using an iMac running Yosemite and I have a broadband plan with Spark. I rang them on Monday and they performed a speed test and said everything was fine - 4.23Mbps download and about 0.09Mbps upload. I can't recall how 'fast' it was last time I checked, but that sounded pretty low. I tried logging out of CC and then back in again, but on Monday night I kept being returned to the sign in page after entering my log in details, and on the odd occasion I could log in, I got error messages saying the pages could not be displayed or were temporarily unavailable. Tuesday I rang them again as while the sync was running, I had trouble loading web pages and sending/receiving emails. Again I was told my speeds were fine so I asked around and was told (of course) that the problem was my computer. The guy who does some computer stuff for work remotely accessed my computer and said no, it was a speed issue with my connection, so yesterday I rang Spark and said I'd like to log a fault. About 12pm yesterday we lost our landline and internet connection, and when they came back up, the files started syncing faster. It went from loading file 14 of 2455 to 880, so I thought the fault had been fixed. Unfortunately about an hour later the speed dropped back again and I got a message saying not all files could be synced. About 2pm the technician arrived. He tested the speed using his laptop then again with my computer and told me I had the fastest internet in our road - if that's the case, I pity the other poor buggers! He could not find any faults and had no idea why the sync was taking so long. I was advised to ring Adobe for support and struck a really helpful woman there who took remote control of my computer and beavered away for more than two hours. The sync started going a bit faster so I thought the problem had been solved. I left the computer running last night when I went out and it said it was loading file 45 of 1846 and had three hours to go, but when I got home it said it was loading file 3 of 1758 and said it had more than 23 hours to go. I left it running overnight and hoped it would be finished today but here I am about 18 hours later and it's showing it's loading file 3 of 1742 with 49 hours to go! The woman from Adobe created two more CC folders - archive 1 and archive 2 and one just called Creative Cloud. In archive 1 are all the folders and files that were there on Tuesday once the files had been downloaded to my desktop. The other two contain four folders each but the last two of each have nothing in them. Is this sync ever going to end or am I stuck in some kind of perpetual loop? Also, I edit those files and then save them so the rest of the team has the updated versions - if this sync is not working properly, will the newest versions be synced? I live in Levin and so far I've been unable to find anyone locally to help. I was referred to a guy in Kapiti but he only comes up as far as Otaki and says he doesn't know anyone locally he can recommend. I've already spent $139.45 getting the technician out from Chorus to see what the problem was, and hours on the phone with Adobe, but I don't think the problem has been fixed yet. Has anyone else ever experienced this kind of thing before? When I pause the sync the web pages load and emails get sent faster, but when I try resuming the sync, everything else slows down again. Any advice would be appreciated.	Beemer (6956)
1427936	2016-11-02 00:40:00	An update on this post as I did not receive any comments or suggestions as to what the problem was. After three sessions on the phone with Adobe, it was escalated to their sync team and finally on Saturday, a week after the problem began, my files started syncing properly. Everything was up to date by Monday morning and although some syncs are taking a bit longer than usual, the changes made by any team member are updating with everyone else. Very frustrating as this was production week for the magazine, but it's all done now and I can just put last week down to some nasty aberration!	Beemer (6956)
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