Document data can't be removed from iCloud

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antinchester Author

Level 1

9 points

Document data can't be removed from iCloud

I have just over 500 meg of Documents data in iCloud storage that I am unable to delete.

Screenshot from browser

I want to delete all of Documents and clear up that 500 meg.

This space is shared across my MacBook Pro and iPhone 6s.

The files/data is not visible on any device.

I tried following the instructions on both iPhone and Mac to delete the Document information. On iPhone I've tried every option in the settings that involves iCloud deletion.

I can only assume this is a defect?

Posted on Aug 30, 2019 1:59 AM

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Answer 1

Top-ranking reply

antinchester Author

Level 1

9 points

Aug 31, 2019 8:01 AM in response to tygb

Solution: I had to contact Apple Support by phone, who were incredibly helpful. They rebuilt/reset my iCloud drive to remove those rogue files.

https://support.apple.com/en-in/contact

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Answer 2

tygb

Level 9

64,998 points

Aug 31, 2019 6:07 AM in response to antinchester

Contact senior care apple advisors https://support.apple.com/en-in/contact

https://support.apple.com/en-in/guide/system-information/syspf5a64aa6/mac

The desktops and documents are synced with iCloud server when an administrator set up ( turn on ) iCloud Drive https://support.apple.com/en-in/HT204025

And check the box of desktops and documents https://support.apple.com/en-us/HT206985

https://support.apple.com/en-in/guide/mac-help/mchle5a61431/10.14/mac/10.14

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Answer 3

antinchester Author

Level 1

9 points

Aug 31, 2019 8:10 AM in response to tygb

The customer support person performed the reset and rebuild on the iCloud Drive while I was on the phone to them. Nothing I was able to do myself.

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Answer 4

antinchester Author

Level 1

9 points

Aug 31, 2019 6:34 AM in response to tygb

Making some progress. If I sync the iCloud Drive on my Mac and view hidden files CMD+SHIFT+. then I see 2 Document folders.

I've right clicked on the hidden Folder and selected Download Now.

It does appear to be synching, however my OS is set to no duplicate folder names, case sensitive.

I'll see if I can delete from here.

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Answer 5

tygb

Level 9

64,998 points

Aug 31, 2019 6:46 AM in response to antinchester

It will take time to sync the documents see these articles https://support.apple.com/en-gb/guide/mac-help/mchlp1774/10.14/mac/10.14

https://support.apple.com/en-in/guide/macbook-air/apd785390d2e/2019/mac/10.14.5

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Answer 6

antinchester Author

Level 1

9 points

Aug 31, 2019 12:23 AM in response to sterling r

Hello,

Thank you for responding.

Those options don't work for me.

I followed these steps...

On step 2 I don't see Reset Documents (must have upgraded), so I followed the link to recover deleted files.

In iCloud Drive I have no files and in Recently Deleted I have no files...

I then followed this link...

https://support.apple.com/kb/PH27915?locale=en_US&viewlocale=en_US

This appears to be the same as the above.

I should add, I've had this problem for more than 30 days.

This is the view of iCloud Drive from my iPhone...

The data does seem to be in iCloud Drive, just not visible anywhere.

I got into the iCloud Drive on the iPhone and it shows...

Clicking Delete Documents and Data doesn't work.

I've tried deleting the encrypted folders, to no avail.

Can this be purged elsewhere?

Thanks!

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Answer 7

antinchester Author

Level 1

9 points

Aug 31, 2019 6:00 AM in response to tygb

Thanks for your help. That's not quite what I need. The invisible documents are in iCloud, rather than on my Mac or iPhone.

iCloud is reporting 500 megs of Documents that is not accessible from any device.

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Answer 8

tygb

Level 9

64,998 points

Aug 31, 2019 8:02 AM in response to antinchester

Please post the method where were the rogue files and how was the iCloud Drive reset and rebuild .

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Answer 9

sterling r

Community Specialist

Aug 30, 2019 5:47 PM in response to antinchester

Hello antinchester,

I see that you're unable to free up some data in iCloud that is showing is being used by Documents. I'd be happy to provide you with some information that can help with freeing up that space.

Take a look at the following articles with some steps that can help with this issue that you're having. The first article will also guide you through signing in to iCloud from a computer.

iCloud: If iCloud documents and data aren’t the same

Manage your iCloud storage

Thank you for using Apple Support Communities.

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Answer 10

tygb

Level 9

64,998 points

Aug 31, 2019 5:49 AM in response to antinchester

use this article https://support.apple.com/en-in/guide/mac-help/mh15155/mac

Double click on the document it will show it location .

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Document data can't be removed from iCloud

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