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J
JohnofKronstadt
Participant
October 20, 2024
Question

All local files have been wiped and I’m unsure how to restore them

  • October 20, 2024
  • 1 reply
  • 517 views

I lost three years worth of local files when I went to go open Acrobat this morning, and I'm not sure A) how this happened or B) how it can be fixed.

The last time this happened I was able to recover them by restoring my device, but no such luck.

    This topic has been closed for replies.

    1 reply

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    October 22, 2024

    Hi @JohnofKronstadt

    Hope you are doing well and thanks for reaching out.

    We need some more information to better understand the issue:

    1. Have you checked the different accounts you might have used with the application (Sign in with Adobe versus social sign-in)?
    2. Which platform do you experience the issue with? Android, iOS, and Acrobat online. Please login to Acrobat Online (https://adobe.ly/4dV5TaL ) using the same login credentials as in the app and confirm whether your files are visible in Acrobat online under the Documents section > your documents
    3. Are all the files missing, or only some files?
    4. When did the issue start? Any details about any actions taken then?
    5. Acrobat Reader mobile app build version, device model, and OS version.

     

    ~Amal

    J
    JohnofKronstadtAuthor
    Participant
    October 22, 2024

    I don't ordinarily use Acrobat signed in, except for when I need to edit a file. As such, the only files I have in my Acrobat account are ones I've edited. All of the files which I did not have otherwise backed up somewhere else are gone. I opened the app on 10/18, and all my files were still present, but a day later they vanished.

     

    My Reader version is 24.09.51, my iPad is an Air (5th Generation), and it's running iOS 18

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    October 22, 2024

    Hi there

     

    If you have other email addresses associated with Adobe, please ensure that you are logged in with the correct one, as this could affect access to your files.

    Additionally, if the files were saved locally on your device, we recommend checking your device’s storage to confirm whether the files are stored there.

     

    ~Amal

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