Users of Adobe Creative Cloud on Mac began reporting missing files after installing update 18.104.22.168.
Backblaze, a cloud backup provider, was inundated with support requests by Mac users over the weekend, wondering why their cloud backup files weren’t being backed up.
Backblaze’s investigation concluded that Adobe’s Creative Cloud update for Mac was the reason for the missing files.
The update has since been removed and the official Adobe Twitter page says that Adobe is working on a fix.
Backblaze says that issue revolves around the way it names its backup files. A blog post by Backblaze details the issue saying:
“We’ve encountered an issue on the Mac where Adobe Creative Cloud (version 22.214.171.124) appears to be removing the contents of the first hidden folder at the root of the drive, in alphabetic order. By happenstance, the first hidden folder on most Backblaze customer’s internal drive is the .bzvol folder.”
Backblaze goes on to provide remediation steps, which can be found on the Backblaze Help Portal.
Many social media users were upset at the apparent loss of data. While most said that their daily work was not impacted, the idea of an update removing critical files is still somewhat unsettling.
Backblaze says that Adobe released the update on February 11th. The reason users were able to react so quickly to the loss of data was due to a popup that was displayed on the user’s screen.
The popup said:
“WARNING: Backblaze has detected a problem with your primary hard drive. You are missing a bzvolume ID on /. Click Learn More to learn how to fix this.”
Anirudh Bhatnagar, Adobe’s Creative Cloud Lead Quality Engineer, wrote on the Adobe Forum saying:
“CC build 126.96.36.199 has the fix for the problem described in this thread. We are rolling out the update and should be available to everyone soon.”