Issue

When working with cloud documents in Photoshop desktop, you may encounter the following issues or errors:

  • Unable to create or save a cloud document.
  • The home screen shows an empty list of recent documents, or a 'Something went wrong' message appears.
  • A dialog with 'Cloud document is not available' or a dialog that says 'Your version of CoreSync is incompatible with this version of Photoshop' appears.

Operating system

macOS and Windows

Cause

Creative Cloud sync requires an update or is not running correctly.

Solution

To check for pending updates to Creative Cloud sync and update if required, do the following:

  1. Quit Photoshop. 

  2. Open Adobe Creative Cloud desktop app.

    On Windows: 

    • Open your Start menu.
    • Click Adobe Creative Cloud to launch.
    Launch Adobe Creative Cloud
    Launch Adobe Creative Cloud on Windows.

    On macOS:

    • In Applications, go to Adobe Creative Cloud folder.

    • Launch Adobe Creative Cloud.
    Launch Adobe Creative Cloud in macOS
    Launch Adobe Creative Cloud in macOS
  3. Click Proceed to execute any pending updates.

    Click Proceed to execute pending updates
    Click Proceed to execute pending updates
  4. When the update has completed, verify that the Creative Cloud Sync version is  _ or later.

    • Go to Preferences > Creative Cloud > Files.
    Click preferences
    Click preferences
    Click files
    Click files
    • If the update was completed but the version does not indicate the required version:
    1. Click the profile image and select Sign out.
    2. Click the three dots next to Profile image > Quit.
    3. Relaunch Adobe Creative Cloud application.
    4. Sign back in using your Adobe ID.
    5. Verify the Creative Cloud Sync version.

     

  5. Verify that Adobe Creative Cloud preferences are enabled:

    1. Click the three dots next to profile image.

    2. Select Preferences.

    3. In General tab, ensure that you keep this option: Always keep Creative Cloud desktop up to date checked. 
    Keep Creative Cloud app up to date
    Keep Creative Cloud app up to date
  6. Relaunch Photoshop or go to the next step to update Creative Cloud. 

  7. Execute the Creative Cloud Update.

    • Restart your machine and launch Adobe Creative Cloud desktop.

    • If update banner is still not available:
      1. Click the three dots next to the profile image.
      2. Select Check for App Updates.
      3. Wait for the update to complete.
    Check for app updates
    Check for app updates

Advanced troubleshooting

If you are still having issues and you have the administrator access to your machine, the following steps may address the issue:

  1. Sign out of Creative Cloud within the apps preferences.

  2. Quit the Creative Cloud desktop app from the apps preferences.

  3. Using Activity Monitor (macOS) or Task Manager (Windows), ensure that the following two processes are closed: CoreSync and Adobe Desktop Service.

  4. Navigate to the following path:

    • On Windows:

      • C:\Program Files (x86)\Adobe\Adobe Sync

    • On macOS:

      • /Applications/Utilities/Adobe Sync

  5. Rename the following folder CoreSync to CoreSync-OLD.

  6. Restart your machine and follow above steps to update Adobe Creative Cloud desktop app.

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