Unable to sync Creative Cloud files and documents

Learn what to do when your Creative Cloud documents and files have stopped syncing to the cloud.

Why are my files failing to sync?

When clicking Your files in your Creative Cloud app (such as Photoshop, Illustrator, and Adobe XD), you may receive the error Unable to load. The cloud isn't syncing. This issue occurs because the background sync process has stopped working and needs to be updated.

Unable to load. The cloud isn't syncing.

How do I fix this issue?

We recommend trying the steps outlined below in the order in which they appear:

Open the Creative Cloud desktop app. (Select the icon in your Windows taskbar or the macOS menu bar.)
Go to Help > About Creative Cloud. Check that your Creative Cloud desktop app is using the latest version.
- If you are using an older version, update the Creative Cloud desktop app and try to sync your files again.
- If your version is up to date, move on to step 3.
Restart the Creative Cloud application where you encountered the error.
- Once restarted, try to access your files from Your files.
- If the error persists, try step 4.
Restart your device.

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