Unknowing uploaded files to cloud

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  • Updated 8 months ago
  • (Edited)
About a week ago I discovered that CC had uploaded 29Gb from my desktop to the cloud without my knowingly agreeing to this. So I deleted it from the cloud and then discovered that the software had deleted it from my pc too! So I had to re-install it from a back  up. I started using the chat service to check that what I had subsequently done would ensure that it would not happen again. The agent tried to be helpful, took over my pc and got to a stage when it looked as if he was going to repeat the problem for me so I stopped his access, and tried to get back to the chat system, but to no avail.
 I sent an email to the customer care department who emailed to say they would call me yesterday, but despite my waiting in all day, they didn't call. Then amazingly I got an email today telling me THEY were still waiting to hear from ME!!!!!!!
I eventually got back to the chat system last night and asked for a telephone number and I tried to call them today but after 25 mins got fed up with waiting.
So, no proper complaints process, customer service that doesn't work, etc - why does anyone trust them to help you when things go wrong? They only seem to want my money.
Professor Gordon Wilcock
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Gordon Wilcock

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  • frustrated and fed up with Adobe as a company

Posted 8 months ago

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Jaroslav Bereza

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Cloud documents should be synchronized. What is in the cloud folder will be on Adobe servers. What is in your Adobe server cloud will be locally in your PC in cloud folder. Any change in one place should affect other locations. So you will have the same content in all locations. So proper action would be to move your documents outside of the cloud folder and it would be removed from Adobe cloud server automatically and located only in your PC.

Btw was support located in India?
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Gordon Wilcock

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Thanks for this. But I had not knowingly put my whole desktop in the cloud folder. I discovered my files were in the cloud because Adobe asked me to pay for more storage for the rest of my desktop folders. I have never used Adobe's cloud storage and didn't need to. So it was a 
shock to see anything of mine there. 
Professor G K Wilcock

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Are you using Lightroom Desktop? Or just Photoshop?
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Gordon Wilcock

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Thank you for your interest. I only use Photoshop and Bridge, effectively as stand alone apps, on one Windows 10 PC.
I have no need to use any of the other apps and don't need Cloud storage as I already have in excess of 1Tb elsewhere. So effectively I would prefer just to have these 2 apps on my PC in an updatable format without any of the other Adobe stuff, rather like it used to be. And would be happy to pay the current monthly charge for this simple arrangement. Why is it assumed that everyone wants to have a multiplicity of features?
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Gordon, I'm not sure how you managed to get all those files into the Creative Cloud sync folder, but Adobe doesn't automatically move any files into that folder.

You can see the status of sync, etc by clicking on the cloud icon (1), you can turn off sync by making sure it is paused (2), and (3) is the folder you don't want to put any files into if you don't want to sync them to the cloud.



Hope that helps.
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Gordon Wilcock

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Thank you once again. I had already done what you have suggested after I had the problem, and my main reason for contacting Adobe was to see whether that would work and whether anything else was necessary.  So I’m grateful to you for advice confirming this is OK.

I am puzzled, however, that I obviously did something inadvertently that lead to this problem, and am concerned that it is possible to do this without realising it. Recovering from the problem was the first and only time I have done anything on Adobe Cloud.

Finally, although I’m sure it is not your remit, someone needs to set some standards for customer care. It demonstrates an extremely uncaring attitude when a company asks a customer to stay in all day as they will be calling them, and then doesn’t do this. Especially when the customer receives a message the next day stating that Adobe is still waiting to hear from the customer. I’d be very grateful if you could pass this on. Thank you again.