Adobe’s Creative Cloud ‘Deletions’ Bring a Storm of Anger
The dark clouds of customer anger descended upon Adobe last week as problems with its Creative Cloud apps software meant that some Mac users' files were deleted without warning.
The issue that caused the deletions occurred due to a bug in the software when customers installed Adobe’s Creative Cloud version 22.214.171.124 app on their Mac or signed in to the cloud service.
Discovered by Backblaze
The nature of the problem was discovered by Backblaze, who make data backup software that is used on Macs, after they started to receive a large number of customer support requests based around the same issue.
The Backblaze software that is utilized by Mac users to back up their files creates a folder called .bzvol in the top level of every drive it backs up (in Mac’s system root directory.). This folder contains the information from the drives that have been backed up by the Mac users.
BackBlaze is reported to have made 2 videos demonstrating the flaw to help explain the nature of the problem. After being made aware of the issue, Adobe published a blog post acknowledging that “'the updater may incorrectly remove some files from the system root directory with user writeable permissions”. This was followed two days later by the release of a fix for the issue and instructions for anyone who had experienced problems with the Creative Cloud update to contact Adobe Customer Service.
The response from many of the Mac users who had been on the receiving end of the Creative Cloud app was to take to social media to vent their anger with Adobe over the incident and with the nature of their response to it which some perceived to be not being apologetic or transparent enough.