Vanishing File Gremlins!

I just got my macbook and have downloaded all the latest software updates from apple. My problem is when downloading files. The icon with the progress bar appears on the desktop but after the download is complete, that icon stays and the file wont show up. The progress icon dissapears when clicked on.
If I use spotlight and search for what I downloaded it shows up. Then if I click on it in the spotlight window it magically appears on the desktop where it should be. Or if I click on the reveal in finder thing in safari's downloads window it does the same.
Also when deleteing files the trash icon shows that its still full after emptying. When opened all the files appear to still be there untill clicked on the they dissapear. Strange!
Can anyone shed any light?
Macbook Mac OS X (10.4.7) 2.0Ghz Standard spec

Locate it in Spotlight and click "Show all in Finder" (immedaitely below spotlight window). The finder window that opens will not only list your "disappearing" file, but its folder location. You can then navigate to it.

Similar Messages

Can't log into main account and vanished files...?

Hello forums.
Last night I was trying to get rid of some junk on my computer, emptying a lot of files in my Trash. Cleaned up my desktop... everything going smoothly. Turned off the computer.
I realized there was something fishy this morning when I turned my imac (tiger) on, logged onto my main account(admin), and my desktop was the default aqua wallpaper. My dock was still personalized and my documents were still there. Still I went ahead and created another user account under "Budiana" with admin power... so now I have total three users, the Admin (under my real name), Budiana, and my dad's.
I did fiddle around with changing the names, but not the short names... I think that might've caused the problem. I'm a bit of a noob with computers in general...
Anyway, now I can't log back into my main account. The message says "You cannot log in as ___ at this time." and the box "shakes" at me. So now I've resorted to using my second account. Looking in Finder, under Users, I see the three accounts, but none of all my files that exist under the admin. But looking at the bottom of the finder window : 168Gb available disk space, with a total of about 236Gb memory, I don't think my files are actually lost, just vanished somewhere!
I've taken a look at the "lost" home directory support document on the apple website, and tried it, but nothing seems to work. I'm also a little lost..
I've tried resetting the passwords for all accounts using the Tiger disk, but to no avail.
Please help! Thanks a lot.

Well, that account has 40gig of information somewhere.
I see only two folders desktop & library. Maybe something is hidden. See point 3.
1) I suggest you do a total backup of your machine or at least /Users.
Here are two utilities for making a complete backup of your internal hard drive. I've recommend using one of these so that you can create a bootable system on your external hard drive. ( PPC require a firewire connected drive. ) Once created, you can run your system from the external drive. Hold down the option key on your keyboard then power on your machine. This will bring you in startup manager click on the drive image you wish to boot then click on the arrow key to the right.
"Clone, synchronize, backup. Schedule and forget it."
http://www.bombich.com/software/ccc.html
"SuperDuper is the wildly acclaimed program that makes recovery painless, because it makes creating a fully bootable backup painless."
http://www.shirt-pocket.com/SuperDuper/SuperDuperDescription.html
You need an external Firewire drive to boot a PowerPC Mac computer.
I recommend you do a google search on any external harddrive you are looking at.
I bought a low cost external drive enclosure. When I started having trouble with it, I did a google search and found a lot of complaints about the drive enclosure. I ended up buying a new drive enclosure. On my second go around, I decided to buy a drive enclosure with a good history of working with Macs. The chip set seems to be the key ingredient. The Oxford line of chips seems to be good. I got the Oxford 911.
The latest the hard drive enclosures support the newer serial ata drives. The drive and closure that I list supports only older parallel ata.
Has everything interface:
FireWire 800/400 + USB2, + eSATA 'Quad Interface'
save a little money interface:
FireWire 400 + USB 2.0
This web page lists both external harddrive types. You may need to scroll to the right to see both.
http://eshop.macsales.com/shop/firewire/1394/USB/EliteAL/eSATAFW800_FW400USB
Here is an external hd enclosure.
http://eshop.macsales.com/item/Other%20World%20Computing/MEFW91UAL1K/
Here is what one contributor recommended:
http://discussions.apple.com/message.jspa?messageID=10452917#10452917
Folks in these Mac forums recommend LaCie, OWC or G-Tech.
Here is a list of recommended drives:
http://discussions.apple.com/thread.jspa?messageID=5564509#5564509
FireWire compared to USB. You will find that FireWire 400 is faster than USB 2.0 when used for a external harddrive connection.
http://en.wikipedia.org/wiki/UniversalSerial_Bus#USB_compared_toFireWire
http://www23.tomshardware.com/storageexternal.html
How to format an external harddrive:
http://discussions.apple.com/message.jspa?messageID=11095144#11095144
2)
Macintosh-HD -> Applications -> Utilities -> Terminal
Here is an overview of the terminal commands. Lets assume that your account has a short user name of mac.
Macintosh-HD -> Applications -> Utilities -> Terminal
#How to list all of your disks.
# The ls command is for list
mac $ ls /Volumes/
Audio CD Macintosh-HD Spotless Tiger-ext
mac $
# Let's say your flash drive is named Spotless
# cd is change directory
mac $ cd /Volumes/Spotless
# pwd is print working directory
mac $ pwd
/Volumes/Spotless
mac $
# The ls command is for list
# l is long
# F is type of file where / is directory
mac $ ls -lF
total 134704
-rw-r--r-- 1 mac staff 64560 Mar 3 2009 A-picture-of-Youpi-key.png
drwxr-xr-x 83 mac staff 2822 Nov 7 14:52 Applescript files/
drwxrwxrwx 12 mac staff 408 Dec 13 2008 Christmas Cards/
drwxr-xr-x 9 mac staff 306 Dec 21 17:39 Christmas Cards 2009/
... trimmed ...
What does all this mean?
drwxrwxrwx
d = directory
r = read
w = write
x = executeable program
drwxrwxrwx
| | |
| | all other users not in first two types
| |
| group
|
owner
# l is long
# a is all to show hidden files & folders
mac $ ls -lFa
total 134736
drwxr-xr-x 41 mac staff 1496 Dec 22 17:11 .
drwxrwxrwt 8 root admin 272 Dec 24 13:55 ..
-rwxrwxrwx 1 mac staff 15364 Dec 23 12:52 .DS_Store*
drwx------ 4 mac staff 136 Jan 22 2009 .Spotlight-V100
drwxrwxrwt 5 mac staff 170 Sep 14 16:36 .TemporaryItems
d-wx-wx-wx 4 mac staff 136 Dec 31 1969 .Trashes
-rw-r--r-- 1 mac staff 64560 Mar 3 2009 A-picture-of-Youpi-key.png
drwxr-xr-x 83 mac staff 2822 Nov 7 14:52 Applescript files
drwxrwxrwx 12 mac staff 408 Dec 13 2008 Christmas Cards
drwxr-xr-x 9 mac staff 306 Dec 21 17:39 Christmas Cards 2009
... trimmed ...
# mv is move or rename
mv -i the-name the-new-name
# You can just rename the file back to what it was with mv command.
mv -i old-name new-name
Here is what these commands mean:
cd is change directory
pwd is a print working directory
ls is list
sudo is Super user do
mv is move or rename
For cryptic comments, you can always uses the manual command which is man. For example:
man mv
# Type the letter q to quit.
I noticed that you had spaces in your filenames or directories. You need to escape them. See examples:
mac $ ls -l ~/"see it"
-rw-r--r-- 1 mac staff 3171 Oct 26 23:38 /Users/mac/see it
mac $
mac $ cd /Users/mac/Desktop/ttt\ html\ copy/
Do you know about tabing? Type in a few letters of a name then press the tab key. The computer will type out the rest of the name if it is unique.
How you ignore permissions.
Macintosh-HD -> Applications -> Utilities -> Terminal
sudo ls
change what is in quotes to the name of your program. You need to run this from an administrator account and you will be asked for your administrator password. Type it in. the password will not show. Press return when done.
You can put yourself in root & forget about permission problems via:
sudo bash
type:
exit
when done.
Be careful. I you limit yourself to the ls & cd commands you cannot cause trouble.
3) Macintosh-HD -> Applications -> Utilities -> Terminal
# Show hidden files & folders in finder
defaults write com.apple.finder AppleShowAllFiles TRUE ;killall Finder
# Normal display. Hide hidden files & folders in finder
defaults write com.apple.finder AppleShowAllFiles FALSE ;killall Finder
4) finding large files...
Run
OmniDiskSweeper
"The simple, fast way to save disk space"
OmniDiskSweeper is now free!
http://www.omnigroup.com/applications/omnidisksweeper/download/
This will give you a list of files and folders sorted by size. Go after things you know that are big.
Robert
Message was edited by: rccharles

Vanishing file on desktop

I was moving a file (.jpg) on my desktop and it vanished. It's still there if I search for it with Spotlight, but not with Finder. Weird. Can anyone help please?
Colin

Locate it in Spotlight and click "Show all in Finder" (immedaitely below spotlight window). The finder window that opens will not only list your "disappearing" file, but its folder location. You can then navigate to it.

Vanishing files Vectorworks 12 and Leopard Server 10.5.6

We have a Server installed with Leopard Server version 10.5.6 We are using Vectorworks 12.0.1 (CAD programme). When a user connected to the server working on a drawing goes to save the drawing it saves then displays an error message saying it cannot save. When you go to the directory where the file used to live it has vanished.
This problem does not happen all the time just when the machine feels like it.

The first thing you might want to try is patching VectorWorks to the last version of 12, which was 12.5.3. Since version 12 came out before Leopard, I know that Nemetschek had a number of problems that had to be patched. We had already upgraded to VW2008, so we didn't have to deal with any of that.

Incredible Vanishing File!

Help! Can anyone help me figure out where a file has vanished to?
Whilst sending / receiving messages in Entourage my Mac crashed. Some helpful utility popped up and offered to fix the problem (this is where I wish I'd paid more attention!). I thought it was something Entourage wanted to do. So off it went and 'repaired' my Mac.
The immediate effect was that the next time I hit send and receive in Entourage I got a bunch of duplicate messages (I also note these messages have been removed from my Yahoo! Mail box). Not a big issue.
However, I have since discovered that a Sketchup project I have been working on for weeks has 'disappeared'. The Sketchup people don't seem to have any ideas.
All I can think is that I had recently upgraded Sketchup and with the crash occurring between versions somehow my original file has been lost. Could it have been deleted / hidden / archived. I have searched everywhere using finder and spotlight. It's not in the trash. It's a mystery. Of course my last back up is days and days worth of work back....
All other files seem fine including many that have been updated / created / saved AFTER the last time I saved the Sketchup file.
Any ideas very gratefully received.

Locate it in Spotlight and click "Show all in Finder" (immedaitely below spotlight window). The finder window that opens will not only list your "disappearing" file, but its folder location. You can then navigate to it.

Vanished Files....still on HD somewhere!?

Ok, this is kind of weird.
I have misplaced some downloaded files. Apparently they exist somewhere, because my movie player can still play them, but I can't find them, anywhere. Some are quite large and I'd like to delete them. I've done searches for their titles, by kind, by size, etc. but nada.
I checked the folder where they're supposedly downloaded to, but again, nothing.
The "recent files" list in VLC player says they're on my external hard drive, but I just played one by selecting it from the "recent files" menu and I am not connected to my external HD!
Anyone else experience this extremely annoying happening?
15" PB G4, 1.67GHz power PC Mac OS X (10.4.7) 1GB RAM, 100 Gig HD

Ahh, Niel's solution is a good one but I agree with Tom that if Spotlight is not helping you find files that you know are somewhere on your machine, it's not doing a very good job as a search utility. (Sad to think about what one is to conclude when SL fails to find files that are maybe on your machine - what do you do then?)
The real solution here is that if you really have to find something or really have to know whether it's on your machine or not, abandon Spotlight altogether and use the freeware utility EasyFind, which is available on Versiontracker.com. It's slower than Spotlight but it does not rely on an index and therefore is far more reliable.

Vanishing Files

The documents and desktop folders have disappeared from within my home folder.
They still appear in a finder window sidebar, and so I can access their contents, but do not show up as icons in a home folder window. I can also search for them using spotlight, which claims that they are still in the home folder.
I have copied them to a backup drive in case I loose something, but this is all rather odd!
I have heard something about a bug that sets the invisible bit. Is this likely to be the cause? If so, how do I fix this?
thanks for any help
Jonathan

Once I took a half full card out of the camera while the camera was on, then popped it back in and shot more. The camera decided to make a 2nd file folder on the card, so there were 2 file folders on the card. It freaked me out the same as you thinking I had lost half of the shots I took that day until I looked carefully. Not sure why it did that.
Scott
Canon 6D, Canon T3i, EF 70-200mm L f/2.8 IS mk2; EF 24-105 f/4 L; EF-S 17-55mm f/2.8 IS; EF 85mm f/1.8; Sigma 35mm f/1.4 "Art"; EF 1.4x extender mk. 3; 3x Phottix Mitros+ speedlites
Why do so many people say "fer-tographer"? Do they take "fertographs"?

Noises While Listening AIFF Files In Cd Spin Doctor

Hello everybody:
I`m using Toast 9.0.4 in a Mac Mini Intel Core Duo 1.66 Ghz. 2 Gb Ram. Mac OS 10.4.11
Everytime I capture audio with CD Spin Doctor everything goes fine
but when I begin to listen it appears noises and interruptions.
The funny thing is that the file is completely OK if I listen it in
other applications (iTunes, Digital Performer, Reason even in Toast Titanium)
Thanks in advance for any help.

I didn't know it was also available as a separate download. I don't know however if I should congratulate you with the purchase after your experience.
I did all the steps you did and answered 'Yes' to "replace.. etc".
This is what happened:
The original file vanished. Not in the Trash or to be found anywhere. Just poof!
Send to iTunes: same error as you experienced.
CD Spin Doctor obviously does not load the entire original file, so when it tries to convert to iTunes, it is looking for the vanished file to get the data from.
The error message however is nonsense.
Toast doesn't react either, however, it is not greyed out.
I'm afraid you ran into 2 serious issues.
In my opinion 'Save Active tracks' should never allow you to overwrite the original file.
I trashed Toast 7 to force Spin Doctor to look for Toast 6, which is still on my HD.
I got this message "This application requires Toast 7 Titanium or later to run on your system. The application will now quit."
Obviously, the bundled version I have, does not work with Toast 6.
If the stand-alone version of CD Spin Doctor really requires Toast 7, you're out of luck.
I went to to website to look for requirements to run Spin Doctor 3 and could not find anything about a required Toast version.
After 'fiddling' around with Toast 6, I got it recognized by Spin Doctor 3 and it worked flawless. If you run into the same trouble with the stand-alone version of Spin doctor 3, I can give you detailed instructions what to do.
So, you have to convert the double-LP of 'The Boss' again. That's a real bummer. If you can't get Toast 6 recognized, let me know.
M
17' iMac fp 800 MHz 768 MB RAM Mac OS X (10.3.9) Several ext. HD (backup and data)

Vista problem with Dreamweaver locking files indiscriminately - I'm not alone

I've seen questions posed in the past about Vista locking files - and I am having the exact same problem, which I posted about a while ago. Today it happened to me again.
There appears to be no pattern as to why this happens. Was happening to me continually until a few weeks ago. Then it stopped without me taking any course of action (just putting up with the annoying bug is all I could do).
You just have to remember to save the file under a different name to ensure that you don't lose your original file. The original file does not appear in the File Manager window (after you close down DW, nor does it appear in the Trash bin - it's just gone).
Initially I thought it may be due to having the file open, checking it in Firefox and possibly FF taking over the file, so it gets locked by DW. Today, I only opened the file (no checking in a browser at all) made a minor correction and I was locked out of the file.
Co-incidentally, a few hours ago, I found a website via twitter where this seems to be a known issue, but no there appears to be no response from Adobe about this bug. http://www.sherylcanter.com/wordpress/2009/05/locked-vanishing-files-in-dreamweaver-and-in design/
Previously, I used to restart the pc and I'd lose the file altogether (as explained above). After reading the above website, I'm going to leave DW open for a while to see if it's true about the file 'unlocking itself'. Thankfully,, this time, I did backup the file just in case. In the past I'd lost a fair amount of work, that I'd had to recreate - very annoying !!
I thought I'd post up a graphic of the error messages - to see if others are seeing the same thing. This will need to be bought to the attention of the DW tech team, but not sure how they can address the issue as it is a difficult thing to reproduce on a consistent basis.
AN UPDATE; Checked for the file in Windows File manager - the index.html page is not listed in the sitefolder. Back to Dreamweaver, you can still see the locked file, do a refresh and the index.html file has disappeared.
I open index2.html (the resaved version of index,html), rename it to index.html and it allows me to do so this time round.
PS: At the same time I opened inner.html, made a change, no problems with the file locking.
Weird !!
Further update:
Just found a reply by David Powers here: http://forums.adobe.com/thread/437034?tstart=30
I had tried to do a search using similar keywords when this started happening to me months ago - couldn't find anything at the time.
I even posted to a private forum where people should have known about this issue - but it was never responded to.
Will see if this fix works for me.... though I can't understand why it only does this occasionally - if someone needs to take control of the folder, surely it should be happening all the time.

Nadia,
Although Dreamweaver "reveals" and demonstrates it, I think that it's a deep-seated Vista permissions issue.
It's random and occurs on files I create from scratch and files I receive from others.
Full permissions for every single user and group on my PC doesn't work.
"Take ownership" by my account or Administrator or Administrators or System or Everyone or Authenticated Users doesn't work.
UAC deactivation doesn't work.
Command prompt to unset attributes (like read-only) says it ISN'T read-only, but the right-click properties show that it is.
Only this works so far.
Activate Vista's Administrator account (be sure to then set a password for it).
Log in as Administrator, and the issue no longer occurs.
Here's a link for instructions on how to activate the Vista Administrator account.
Enable the (Hidden) Administrator Account on Windows Vista [The How-To Geek]
I'm open and hopeful for a better solution, but for now I've got work to do, so I'm using Dreamweaver logged in as Administrator.

How do I retrieve a saved video in Premiere Elements 13?

I have created a short video and saved it but am not able to find it so I can play it again----when I saved it the box said it would be located in Media but I am not able to locate it---Why must these engineers make something so simple so comlicated---I can locate my pics and saved files in documents or pictures---yea that it easy---- because I know where to look---but no----I save a video and then can not locate the vanished file---help

Open the picture file
Use one of the selection tools to select the foreground
Place the selection on its own layer (Layer>New>Layer via copy or CTRL+J) - this will be Layer 1
Delete the background layer
If you want to save it, use a file format which supports transparency, e.g.PNG

All music gone from iTunes and when trying to put it back, "Attempting to copy to the disk Macintosh HD failed. The disk could not be read or written to."

Hello,
I have a portable 500gb HD and I use it to put music and other stuff.
Earlier, out of the blue, all of my music from iTunes disappeared, and I tried to put it back by dragging my folder "music" from the external HD to iTunes, but the message "Attempting to copy to the disk Macintosh HD failed. The disk could not be read or written to." appears and nothing happens. Only 40 albums (the same ones every time) go into iTunes before the message appear.
I tried restarting the computer and nothing happened.

This sounds more like a hardware issue, possibly a failing drive if you had mysteriously vanishing files and there are problems writing to your drive.. You could get better support on a forum for your Mac model or at lest one for your operating system version. Have you verified the disk with Disk Utility to see what it reports?

Operating inside an Xserve is a joy

I just finished installing a RAID card into one of our Intel-based Xserves and the engineering of the Xserve is just amazing. The way power supplies and drives just slide out then right back in with just the right amount of oomph is cool. Installing the RAID card is complicated, you have to remove a lot of bits but Apple clearly thought long and hard about not only how to do so easily but they also documented it with care. The instruction booklet is well thought out and offers helpful tips along the way.
My only issues were..
- The small cable between the power distribution board and the back plane was really hard to disconnect, I had to get a very narrow flathead screwdriver to wedge in and pry the connector loose.
- The instructions say to go to http://www.apple.com/server/documentation/ to download the "RAID Utility User's Guide", but the guide is in fact not there. I did a Google search and was able to find the user guide here.
Creating the RAID set and getting everything going was super-easy, the RAID Utility is very non-threatening and was a snap.
So now I'm off to reinstall my OS and apps, thank you Apple for making such a beautiful computer.
I know I make it sound like I just made love to some silicon but I just had to share my impressedness.
Message was edited by: Wes Plate
Message was edited by: Wes Plate

Your title mentions a rebooting Xserve, but your text does not.
How hot did the Xserve and the other boxes get when the air conditioning failed?
Where is the vanishing file stored? On the Xserve, or on the client box? (That file structure or that disk or that host seems suspect.)
It's also feasible to have something deleting that file erroneously. Whether that's the user issuing an rm or cleaning up a directory they should not, or whether a rogue administrative script of some sort is deleting the file. But it's also possible to have a creeping disk failure, or thermally-triggered host or memory or I/O hardware failures.
If your Xserve is rebooting frequently and if the file is disappearing, then I'd guess that you'll need to replace a disk here.
Regardless, ensure that your archives are operational and that you have good copies of your disk data on a disk outside the room with the failed air conditioning; on a disk that didn't get cooked when the AC failed.
The first step would be to run the Xserve hardware diagnostics, and to review the contents of the failing box's log files. It would also seem reasonable to call in whomever services your hardware for a look at the gear, too.

XI to As400 FTP connection

Dear All,
Scenario Poxy to File. Client is using AS400 FTP server.
there is a connectivity establish between Xi and AS400 FTP,Even in RWB component monitoring the File adapter log is successful with no error.
But when I login into the AS400 system the file is not generated and not displayed in the respective folder.
I ahve tried all the different options with File adapter for all possible combination Xi log is sucessful.
I dont know now how to trace the vanished file as we dont have any error message.
Chirag

maroc,
I also tried the test with other FTP and the files are correctly generated.
I dont know how to trace the missing file, what i have noticed is in AS400 instead of Directory it has library.
I have tried all the combinations test with file adapter
Any inputs
Chirag
Edited by: Chirag Gohil on Dec 10, 2009 4:55 PM

My files vanished. Adobe does nothing...

I've marked this as a question in hopes that someone had this problem and found a resolution. I've waited nearly if not 3 months before going this route, but I'm absolutely disgusted with the support and so called escalation of my issue.
This is my last desperate attempt to get someone's attention... Sad. Never thought I'd be griping in public forums to get a response.
In short, my files vanished: I stored approximately $5000 worth of files in Created Cloud. These consisted of graphics I've purchased, licenses to accompany them, videos, after effect templates, and several client related files of work our company has performed. I've spent countless hours dealing with the adobe technical support, from basic to escalated to absolutely no resolve. I've had to repeat myself a ridiculous amount of times. Each support agent passes the buck to someone else, now eventually leading me to escalation.
Now for all of those to read, I'm going to entertain you with as much of these discussions as I can dig out.
A little background. A year or so ago I had adobe change my adobe ID to [email protected]. Previously it was under a gmail account. I was moving along with my work and noticed that the stupid annoying login window popped up when trying to open Dreamweaver. It stated that it couldn't find an account under my adobe ID. Support tells me there never was one under that ID. I use 1Password and have had this login and password saved for a long time. I use Adobe products daily. I'm not losing my mind.
Jumping into my support cases on adobe.com, I see that the chat history is not saved. I saved some of the later ones, so for now I'll share what happened.
Basically I finally gave up arguing with the agent. My ID mysteriously reverted back to the original gmail. I didn't change it back. They said it was never under a .me account. Arguing served no purpose at that point. It just continued to insult my intelligence. I signed into the gmail account and was able to open the software.
It was later/or before. I'm getting so confused now... I realized that all of my files in Creative Cloud were gone. Every ... single... one of them. Not the folders though. The folders, and all the child folders ( I had it very well organized ), like Photos, People, Places, Solid Objects, and so on. Web icons, graphics, videos, etc. All the folders there, but no files.
I started saving these transcripts. Here's one on:
February 17th, 2014:
info: You are now chatting with 'Gian'
Gian: Hello. Welcome to Adobe Technical Support.
Patrick: Hi Gian.
Gian: Hello Patrick.
Patrick: All my folders exist in CC, but all the files are gone, vanished. . a ton of money worth too. Illustrations I've purchased, and much more.
Patrick: I'm not sure how long they've been gone.
Gian: Could you be a bit more specific as to what happened?
Patrick: Okay. I dont' know what happened.
Patrick: I have a ton of organized folders
Patrick: Example:
Patrick: Photos / People, Places, Buildings, etc. all folders which were packed full of my stuff
Patrick: All the folders are there, but not a single file.
Patrick: I certainly didn't delete them.
Gian: May I know if you are able to login to your computer?
Patrick: I'm on my computer now.
Gian: Okay. May I know if only Adobe products are missing or everything is gone and your computer is empty?
Patrick: Adobe
Patrick: My creative cloud folder
Patrick: My creative cloud folder is there... and all the sub folders, but no files.
Gian: Okay.
Gian: Just to confirm, the files that you stored in Creative cloud are missing?
Patrick: Yes...
Patrick: all of them. Every one of them. The only thing that remains is the folders and child folders
Gian: Okay.
Gian: Patrick, please launch your CC Desktop application.
Patrick: It's open
Gian: Okay. Please look in Applications folder if you could find a folder called Creative Cloud Desktop?
Patrick: I'm on MAC.
Patrick: It's called > Adobe Creative Cloud
Patrick: Applications/Adobe Creative Cloud/Adobe Creative Cloud
Gian: Yes.
Patrick: Yes it's there.
Gian: May I know if you added any files to that folder or deleted any files from that folder?
Patrick: none. First time I even looked at it
Gian: Okay.
Gian: I am sorry for the miscommunication. please click on Finder and Go>Applications.
Patrick: ok
Patrick: yes the application is in there but it isn't called "Creative Cloud Desktop"
Gian: On the left side, could you locate a folder called Creative cloud files.
Patrick: yes
Patrick: In which I have lots of folders....
Patrick: but all the files in those folders are gone
Gian: May I know if you accidentally added/deleted any files/folders from there?
Patrick: Okay, please understand.
Patrick: I have a TON of folders, and sub folders
Patrick: I didn't go into each one and delete all the files in each folder.
Gian: Patrick. Please log on to www.creative.adobe.com.
Patrick: ok, there
Patrick: It's identical to what's on my computer. Just folders and child folders. NO files
Gian: Please sign-in it.
Gian: Click on files which comes before Download center.
Patrick: ok
Gian: You will find a folder, when you keep your mouse to it, it will say as view archived files.
Gian: Please click it.
Patrick: I saw two folders in there, and resotred them both
Patrick: but no files are in them either
Gian: Patrick, I am sorry to inform you that I need to escalate this case to our senior expert team.
Gian: They will contact you for resolving your issue.
Patrick: Ok please do so.
Patrick: I need my files ASAP. I have to have them... Thousands of dollars of money spent on those graphics.
Gian: May I have your contact number and appropriate time to call you?
Patrick:###-###-#### 9am - 9pm Central time any day of the week.
Patrick: When will I hear from someone?
Patrick: This is affecting my work, bigtime.
Gian: I am sorry for the inconvenience caused to you.
Gian: I will escalate the case. They will contact you soon.
Patrick: Ok thanks.
February 25th, 2014:
info: You are now chatting with 'Sumukan'
Sumukan: Hello! Welcome to Adobe Customer Service.
Patrick: Hi.
Sumukan: Hi Patrick!
Patrick: Just a heads up, I'm highly irritated at Adobe
Sumukan: I'll check and assist you with your tickets.
Patrick: Nothing personal.
Patrick: I've waited a week for a response from Adobe
Patrick: I think it's been a week
Patrick: All my files in CreativeCloud vanished, and I've been through this chat deal over it twice prior to now
Patrick: No one is fixing anything.
Patrick: Thousands of dollars of money spent on my graphics, videos and more.
Sumukan: I am sorry for the delay happened in your situation.
Patrick: All my folders are there but no one is getting back to me... No one is restoring my files. I didn't delete my files.
Patrick: I'm running a business. I can't work without them.
Patrick: Yet Adobe continues to bill me for CC membership without delay.
Sumukan: Let me check and assist you further.
Sumukan: Thank you for staying online.
Patrick: Yep
Sumukan: Patrick, your issue has been escalated and relevant team is working on the case and I our relevant team will contact you back via email as soon as possible.
Sumukan: I am sorry for the situation happened.
Patrick: Look, that isn't good enough. No response like "We are investigating" from that team... nothing.
Patrick: I'm running a business
Patrick: All our graphics, icons, videos, after effects stuff and more
Patrick: gone
Patrick: Being left out in the air with "We're working on it" doesn't cut it.
Sumukan: I apologize for the additional time this will take and look forward to a positive resolution.
Patrick: Right, and who knows when or if I'll get my files back.
Patrick: So what will Adobe do then?
Patrick: "Sorry... things happen"
Patrick: ?
Patrick: What is Adobe going to do for me, a long.. .LONG time customer.
Patrick: Like I said, nothing personal...
Patrick: This isn't good enough though.
Sumukan: Patrick, I'll escalate the case with priority so that our relevant team will get back to you as soon as possible.
Patrick: How long will this take to be resolved?
Patrick: Why have I not received a ticket confirmation?
Patrick: Why has no one gotten back to me to at least communicate?
Patrick: Why is this even close to acceptable? How could it be?
Sumukan: I am sorry Patrick, I escalated the case with priority and our relevant team will contact you within 2 to 3 business days and I'll send you notification regarding this conversion.
Same Day, later on:
Pushparaj: Hello! Welcome to Adobe Customer Service.
Pushparaj: Hello Patrick.
Patrick: hi
Pushparaj: How are you?
Patrick: I dont' know what is going on with Adobe.
Patrick: I'm horrible
Patrick: If you look at my chat history, I now have something to add to it
Patrick: 1. I contacted someone a week or so ago. All my files in CC disappeared
Patrick: Folders are still there but files are gone. vanished. I didn't delete them.
Patrick: Never heard back from anyone so I contacted again
Patrick: Today, I contacted a 3rd time
Patrick: Now, my adobe ID doesn't even work.
Pushparaj: I will help you with your issue.
Patrick: I can't sign
Patrick: can't sign in
Patrick: It's like I'm being erased in every manner
Patrick: So I tried my old email address and it's letting me sign in, but saying for me to activate a trial?
Patrick: I'm a paying customer.
Patrick: My adobe ID is supposed to be: [email protected]
Pushparaj: I am sorry for the inconvenience caused.
Patrick: But all of a sudden I cannot even use it...
Patrick: And again, all my files are missing. My creative cloud files.
Pushparaj: May I please have your email address registered with Adobe?
Patrick: Thousands of dollars worth of graphics, videos and things I've purchased over time that I decided to store in CC.
Patrick: [email protected]
Patrick: Which starting about 2 hours ago, doesn't work anymore... I have no idea why.
Pushparaj: Please allow me 3 minutes while I check the information for you.
Pushparaj: Thank you for staying online.
Patrick: yep
Pushparaj: I see that your issue was escalated to the relevant team.
Patrick: never got an email as promised
Patrick: But now I can't even open Photoshop or any adobe programs
Patrick: It's telling me to sign in
Patrick: but now all of a sudden, after that chat with whoever that was earlier, my adobe ID isn't working
Pushparaj: Patrick, we are still are still working on your issue.
Patrick: So now I can't even use the software?
Patrick: First, my files are deleted.
Patrick: Now I can't use the software because my Adobe ID is broken?
Pushparaj: May I know the error message that you are displayed when logging in to your Adobe account.
Patrick: The Adobe ID and/or password provided does not appear to be valid. Please try again.
Patrick: when I tried to reset ( which I shouldn't have to as I save my passwords )
Patrick: It said my email isn't associated with an adobe ID
Pushparaj: Thank you for the information.
Pushparaj: Just to confirm, do you have access to the email address?
Patrick: Yes
Pushparaj: I will send the reset password link to your email address.
Patrick: ok
Pushparaj: Please check your inbox.
Patrick: nothing
Pushparaj: Please check it after deleting the cookies of your browser.
Patrick: check what? Trying to sign in?
Pushparaj: I mean to check your inbox.
Patrick: I'm using a mail app
Patrick: That has nothing to do with cookies in my browser
Pushparaj: I am sorry, I was not informed that.
Pushparaj: Please refresh the page.
Patrick: no email
Patrick: It's saying that it isn't even an adobe ID
Patrick: but I've been using it for a long time
Pushparaj: Patrick, I will put your issue as higher priority and escalate the case to the higher team.
Pushparaj: They will contact you within 24 hours.
Patrick: so now I can't even use my software?
Patrick: first files, now software?
Patrick: oh my gosh...
Pushparaj: May I have the previous case number?
Patrick: That's just it... no one is giving me case numbers
Patrick: I'm not getting emails from adobe. I'm not getting ticket numbers
Patrick: Can you see the previous chat transcripts?
Patrick: I emailed them to myself
Patrick: I'm not getting phone calls
Patrick: emails
Patrick: nothing
Patrick: This is effectively shutting my business down
Patrick: My business revolves around Adobe software
Patrick: And you guys aren't doing a damn thing about it other than telling me you're doing something.
Patrick: So now I can't even open Photoshop, or anything.
Pushparaj: I understand your concern, Patrick.
Patrick: Telling me to sign in again.
Patrick: It's more than a concern
Patrick: This is absolutely absurd
Patrick: No one from adobe is doing what they say they're going to do
Pushparaj: I suggest you to use trial version software till then.
Patrick: No.
Pushparaj: I will provide you the link for you.
Patrick: I want someone to step up and do something
Patrick: I'm a paying customer and have been for a long time.
Patrick: Why didn't I get a ticket email?
Patrick: Why is my Adobe ID not even working now?
Patrick: Where are my files? All my folders and sub folders are there in Creative Cloud
Patrick: Who's going to fix that and when?
Patrick: I'm going to sit in this chat box until someone fixes my account. I'm absolutely fed up.
Pushparaj: I understand that you have been your customer for long time.
Pushparaj: We have a lot of cases to work on. So it is delaying.
Pushparaj: For you I will put the case as urgent priority and escalate it.
Patrick: I care about other people's cases, but that simple fact alone that there are so many open cases is a concern.
Patrick: There's no reason for me to not be able to sign into the software now.
Patrick: And I have to get this fixed.
Patrick: not later
Pushparaj: I suggest you to create an other Account and use software now. Till your issue get resolved, Patrick.
Patrick: You have to understand, nothing any of these chat agents tell me is being done.
Patrick: I'm not getting phone calls, no ticket confirmations, nothing.
Patrick: Once this chat is closed, I won't hear from anyone.
Patrick: This is how Adobe decides to run business now?
Patrick: Last chat, I was promised an email confirmation of the ticket.
Patrick: Did I get one? No
Pushparaj: I see that you have been waiting from 18th Feb.
Patrick: Sounds about right
Patrick: Even my fonts... all of it. all creative cloud
Patrick: Jeeesh this is ridiculous.
Pushparaj: I am really sorry, I too would have frustrated if I was in your place.
Patrick: Yep... but nothing personal with you.
Patrick: I'm just very angry.
Patrick: So I'm going to sit here until my issue is resolved.
Patrick: Can't you contact someone that can handle this?
Patrick: All of Adobe's resources and they're going to let me go for a week with these problems?
Pushparaj: Let me check this for you.
Patrick: Completely unacceptable
Pushparaj: Please allow me a minute.
Pushparaj: I apologize for the delay, it is longer than expected. Please allow me 3 more minutes.
Patrick: ok
Pushparaj: Just to confirm, have you tried changing the email address of your Adobe account?
Patrick: how can I change my email address when it isn't allowing me to use my Adobe ID to begin with?
Pushparaj: Do you have any other alternate email address?
Patrick: Now here's something screwed up. I can sign into Creative Cloud with my old email address "[email protected]" but this was changed many months ago to "[email protected]"
Patrick: However, it's telling me to launch a trial.
Patrick: And even stranger still, if I sign into CC with this old email address I can see my folders online, but still no files in them.
Pushparaj: I suggest you to login using the email address [email protected].
Patrick: But it isn't recognizing that I have a paid plan
Patrick: And if I try to sign into creative cloud desktop with this?
Patrick: it shows the spinner
Patrick: and then says you've been signed out
Pushparaj: I suggest you to login to Adobe account using the email address [email protected].
Patrick: I did... through a web browser
Patrick: I'm signed in
Patrick: What I'm saying is it won't let me in the creative cloud application
Pushparaj: I understand that. Now please try to sign in to Creative cloud account.
Patrick: I'm signed in
Patrick: with the gmail address
Pushparaj: Are you able to login with the gmail address without any issues?
Patrick: to creative.adobe.com yes
Patrick: But now the desktop software
Patrick: but not
Patrick: but not the desktop software
Pushparaj: Do you have access to your Gmail email address?
Patrick: yes
Pushparaj: I will sent the reset password link to your gmail email address.
Pushparaj: A reset password email has been sent to [email protected].
Patrick: to reset the password for the .me email?
Patrick: Why is "[email protected]" no longer my adobe ID?
Pushparaj: I see that is the issue.
Pushparaj: Please check the email address [email protected].
Patrick: I can sign into creative cloud "online" website with the gmail address
Pushparaj: Are you able to view your subscriptions?
Patrick: Yes
Patrick: however, I can't...
Patrick: Okay here are my steps now:
Patrick: On my computer, the little creative cloud icon on my MAC, at the top.
Patrick: I click on it
Pushparaj: Sure.
Patrick: It's prompting me to sign in
Patrick: I sign in with the gmail address now
Patrick: The spinner/loader displays like it's thinking
Patrick: then it says "You have been signed out"
Pushparaj: Thank you for the information.
Pushparaj: Please allow me 3 minutes while I check this for you.
Patrick: Another way to produce an error, I did the following:
Patrick: 1. Tried to open Adobe Illustrator CC
Patrick: 2. The Adobe sign in thing popped up
Patrick: 3. I entered the credentials
Patrick: 4. It asked me to agree to terms and conditions
Patrick: 5. It said, start your Illustrator trial
Patrick: 6. I said license this software
Patrick: 7. It's aksing me for a serial number
Patrick: which I don't have because I'm a cloud subscriber
Pushparaj: Thank you for the information.
Pushparaj: I see that this is a technical issue. I'll need to transfer this chat to the technical support team so that this issue is resolved in this first contact itself.
Patrick: what about my other problems?
Patrick: Is this where I don't hear from anyone?
Pushparaj: Yes, I think all your issues will be resolved after you sign in with the email address [email protected].
Pushparaj: Shall I transfer this chat.
Pushparaj: *?
Patrick: ok
Pushparaj: Thank you for confirming.
info: Please wait while I transfer the chat to the appropriate group.
info: You are now chatting with 'Mohammed'
Mohammed: Hello. Welcome to Adobe Technical Support.
Patrick: Hi
Mohammed: Hi Patrick.
Mohammed: Please allow me a moment while I look into your account & verify the details.
Mohammed: Thank you for staying online.
Patrick: No problem
Mohammed: As I understand that you are unable to sign in to the Creative Cloud desktop App as gets the Error "You've been Signed out", is that correct ?
Patrick: Correct.
Patrick: And while waiting to be transferred I uninstalled and reinstalled the desktop app
Patrick: still not working
Patrick: My account is a complete disaster. Not sure how much of the transcript you read
Mohammed: Thank you for confirming.
Mohammed: I'll be glad to check and help you with that.
Patrick: My adobe ID was: [email protected] and worked until about 3 hours ago.
Patrick: Now that adobe ID magically does not exist.
Patrick: So it let me sign into http://creative.adobe.com with my old ID which is [email protected]
Patrick: Pushparaj suggested I sign into the desktop application with the gmail address. and here I am
Mohammed: Thank you for the information.
Mohammed: As I checked, you have the subscription under : [email protected].
Patrick: Ok.
Mohammed: Adobe ID does not exists with the email address : [email protected]
Patrick: Okay lets stop there.
Patrick: It should exist.
Patrick: Matter of fact, I've used it for a long time.
Patrick: I even have it stored in my 1password program
Mohammed: It is not possible.
Patrick: I mean, media is my business.
Patrick: Yes it is
Mohammed: Adobe ID doesn't exists with the email address : [09:16:27] Mohammed: Adobe ID does not exists with the email address : [email protected]
Patrick: That's part of the mystery.
Patrick: I'm not insane here.
Patrick: Matter of fact... look at this:
Mohammed: I have checked with me resources, Adobe ID doesn't exists.
Mohammed: You have the subscription under : [email protected].
Mohammed: Please try to sign in with the Adobe ID: [email protected]. to creative cloud App.
Patrick: It doesn't work.
Patrick: Let me try to be clear, and I'm trying to be patient.
Patrick: When I first signed up for CC a year or so ago
Patrick: I used the gmail
Patrick: I later switched my adobe ID to "[email protected]"
Patrick: I receive my billing statements at the .me
Patrick: I've signed into teh app with .me
Patrick: It's saved in my 1password program under .me
Mohammed: I am sorry, you cannot change the subscription email address from one to another.
Patrick: You're not ...
Patrick: oh my gosh
Patrick: Do you have an email I can forward my receipt to?
Mohammed: You need to cancel the subscription from the gmail account and purchase it from me.com account.
Patrick: It has been .me
Patrick: I'm not some idiot
Mohammed: Would you like to resolve the Adobe ID issues or Activation issue ?
Patrick: I want you to listen to me for a moment and stop treating me like I'm a moron.
Patrick: I've been dealing with chat agents for a week now
Patrick: I'm absolutely frustrated
Patrick: I'm not some idiot that has no clue of software.
Mohammed: I certainly appreciate your patience in this process.
Patrick: I'm telling you that my Adobe ID has been .me for a long time.
Patrick: Just listen to me.
Patrick: you telling me it can't be done means nothing.
Patrick: I have been signing in and out of adobe with '.me" for a long time
Patrick: 3 hours ago it stopped working
Patrick: Cooincidentally shortly after my last chat
Patrick: several hours ago today
Patrick: Let me start over and give you the history.
Mohammed: I would like to transfer this chat to the appropriate Customer Service queue where we have experts available to help you on this issue as your purchase the subscription from me.com, will that be fine?
Patrick: I want to explain this. I'm tired of being passed around.
Patrick: This is a problem.
Patrick: You know the Creative Cloud files? The 20 or 25GB cloud?
Patrick: All of my files mysteriously disappeared
Patrick: not the folders or sub folders I created
Patrick: I contacted Adobe a week ago about it
Patrick: I contacted them yet again
Patrick: and today, a 3rd time
Mohammed: The issue which you are referring to for email address, is handled by our customer service team.
Patrick: My adobe ID worked today
Patrick: then 3 hours ago, it's back on "gmail"
Patrick: But regardless, I can't sign into the desktop app with teh gmail
Patrick: Isn't that a technical issue?
Mohammed: I will help you with the Sign in issues with the gmail.com account, is that okay ?
Patrick: Sure
Mohammed: Please click on Finder icon.
Mohammed: Click Go > 'Go to Folder' option from the Top menu bar.
Patrick: ok
Mohammed: Type /etc/ and press Go.
Patrick: ok
Mohammed: Open the hosts file, copy and paste the entire hosts file contents on this chat window.
Patrick: ## # Host Database # # localhost is used to configure the loopback interface # when the system is booting. Do not change this entry. ## 127.0.0.1 localhost 255.255.255.255 broadcasthost ::1 localhost fe80::1%lo0 localhost
Mohammed: Thank you.
Mohammed: Close the hosts file.
Patrick: ok
Mohammed: Choose Apple menu > System Preferences, and then click Network.
Patrick: ok
Mohammed: Choose the network that is currently connected to internet that can be Ethernet or Airport(Wireless).
Patrick: ok
Mohammed: Click on lock icon, enter the Administrator name and password.
Mohammed: Then click on Advanced button and click Proxies Tab.
Patrick: ok
Mohammed: Under 'Select a Proxy server to Configure'
Mohammed: Uncheck all the proxy check boxes, then uncheck 'Use Passive FTP Mode (PASV)'.
Patrick: they are already unchecked
Patrick: oh wait
Mohammed: Uncheck 'Use Passive FTP Mode (PASV)'.
Patrick: just unchecked use passive ftp
Patrick: ok
Mohammed: Then click on Apply Now button.
Patrick: ok
Mohammed: Now try to Sign in to Creative Cloud Desktop App.
Patrick: Nope
Patrick: Doesn't work
Mohammed: Okay.
Mohammed: Please click on Finder icon.
Mohammed: Click Go > 'Go to Folder' option from the Top menu bar.
Patrick: ok
Mohammed: Type /Library/ and press Go.
Patrick: ok
Mohammed: Open the Application Support folder.
Mohammed: Open the Adobe folder.
Patrick: o
Patrick: ok
Mohammed: Rename the STStore fodler to SLStore_old and OOBE folder to OOBE_old.
Patrick: ok
Patrick: there's also a SLStore_v1 in there
Patrick: should I do anything with it?
Mohammed: No, Patrick.
Patrick: ok
Mohammed: Open the SLCache folder.
Patrick: ok
Mohammed: Delete all the files and folder from SLCache folder.
Patrick: ok
Mohammed: Click Fidner > Click Go > 'Go to Folder' option from the Top menu bar.
Patrick: ok
Mohammed: Type ~/Library/ and press Go.
Mohammed: ~/Library/, Ensure there is ~ symbol in front.
Patrick: ok
Mohammed: Open the Application Support folder.
Mohammed: Open the Adobe folder.
Patrick: ok
Mohammed: Delete the OOBE folder.
Patrick: ok
Mohammed: Open the Applications folder.
Mohammed: Open the Utilities folder.
Patrick: ok
Mohammed: Delete the Adobe Application Manager folder.
Patrick: ok
Mohammed: http://helpx.adobe.com/content/dam/help/en/support/AdobeCreativeCloudCleanerTool.dmg
Mohammed: Download and Run the Adobe Cleaner Tool from the above link.
Mohammed: Let me know once it is launched.
Patrick: ok it's ready
Mohammed: Select Creative Cloud and click Clean Selected up button.
Patrick: ok
Mohammed: Select Adobe Application Manager and click Clean Selected up.
Patrick: it doesn't exist in the list
Mohammed: Close the Cleaner Tool.
Patrick: ok
Mohammed: Click here.
Mohammed: Open the above link and click Download button.
Mohammed: Download and install the Creative Cloud Desktop App from the above link.
Patrick: says page not found
Patrick: are you wanting me to download creative cloud installer?
Patrick: I have a fresh download from an hour ago while being transferred to you
Mohammed: http://creative.adobe.com/products/creative-cloud
Mohammed: Open the above link and try downloading it.
Patrick: says page not found
Patrick: I see
Patrick: it's a typo
Patrick: Needed products instead of product
Patrick: ok downloaded
Mohammed: Install the Creative Cloud Desktop App.
Patrick: ok should I try to sign in?
Patrick: its' done installing
Mohammed: Yes, please.
Patrick: A Creative Cloud Files folder exists that is associated with a different Adobe ID. You may create a new folder (old folder will be renamed) or merge the existing files with those of your current Adobe ID.
Patrick: Gives me the option: Merge or Creative new folder
Patrick: Told you it was working under my .me
Mohammed: Click Create new folder.
Patrick: either that or it's confused
Mohammed: Sign in and click on Apps tab.
Mohammed: Are you able to sign in and view all CC Apps tab in Creative Cloud Desktop App ?
Patrick: ok
Patrick: yes
Patrick: my fonts are gone though
Mohammed: Okay.
Mohammed: For File Sync and Font sync feature, you need to contact our Phone Support Team.
Patrick: support changed my adobe ID to .me months ago. Why is it switched back?
Patrick: It even recognized another adobe ID on this machine
Mohammed: Patrick, as I checked with my resources. Adobe ID doesn't exists with the email address :[email protected]
Patrick: This needs looking into.
Mohammed: You have the subscription with the Adobe ID : [email protected].
Patrick: I can forward you email confirmations
Patrick: I can show you. Can I sent screenshots through here?
Patrick: send
Patrick: Where do I send an actual support ticket to Adobe?
Patrick: I'm going to forward all my chat transcripts
Patrick: I know something is still "off" with my account. My files are still missing... something isn't right
info: Your chat transcript will be sent to [email protected] at the end of your chat.
Mohammed: Patrick, would you like to use the subscription with the Adobe ID : [email protected] instead of [email protected] ?
Patrick: Mohommed, that isn't my point.
Patrick: I know something is "wrong" with my account.
Patrick: I'm missing thousands of dollars worth of files
Patrick: They were deleted/removed/vanished from my creative cloud folder
Mohammed: For File Sync and Font sync feature and issues, you need to contact our Phone Support Team.
Mohammed: They are the specialized team for this issue.
Patrick: I need to send a support "ticket" so I can forward all these transcripts
Patrick: Is phone the only option?
Mohammed: Please contact our Phone Support team to this issue.
Patrick: What's the number?
Mohammed: Yes, you need to contact via Phone support.
Mohammed: Please contact our phone support team at 800-833-6687 available from Monday to Friday, 5 AM to 7 PM PST.
These aren't all the chats... Just what I saved and had the email transcript sent to me.
Then I start getting email responses from an escalated team:
February 26th:
Hi Patrick ,
Thank you for contacting Adobe Technical support.
I understand that you are unable to locate the files and folders　in Creative Cloud account, I am glad to help you with this issue.
Patrick, we are working on this issue and we need Creative Cloud log file from your MAC to investigate this issue further.
I suggest you to follow the below steps to locate and upload the Creative Cloud log file.
Open Finder application.
Click on Go>Go to Folder.
Type ~/Library and press return key.
Then navigate to Application Support/Adobe/CoreSync folder.
Locate the file named CoreSync-yyyy-mm-dd.log and copy it to desktop, then attach the　log file to this case.
yyy:Year, mm:Month, dd:Date.
In case, if you are not able to attach the files to this case, then you can upload it using the below link.
https://adobeformscentral.com/?f=R0pCOuGg5GClJqqccaSBBQ

Just an update... A rep contacted me and we did a screen share. They were convinced that I wasn't full of <insert proper word here>. They promised to get back to me in a few days, and now? A few months later? Nothing.
Still no files. Still no correction... Still no nothing from Adobe.
The person I spoke to was kind, saying he'd make sure I got CC for free for a while...
Still though, no follow up.
Adobe, are you going to correct this or just let your customer suffer at your mistakes?

File from dock vanishes

Hi, I had a Documents file in the dock. I dragged it out of the dock to desktops and when I released it it vanished with an animated cloud of smoke. I cannot find it, it's gone. PLEASE HELP, I'm freaking out......

File or do you mean a folder named Documents? The action you took is the normal way to remove things off the Dock. If you really meant a folder, open your home folder, select the Documents folder, and drag it back to the Dock (standard way to put stuff there).

Vanishing File Gremlins!

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