Adobe Scan files missing

Forum|Forum|1 year ago
June 13, 2024
1 reply
769 views

I went to use adobe scan on my iphone 13 today and it says I have no saved scans to view when in fact have have probably 5 years of scans saved. Looking on my adobe acccount storage there were a few old files from a couple of years ago but nothing recent. I have been using adobe scan since the iphone 11. I chatted on-line with some reps and they were useless., I have deleted and resinstalled the app and nothing.

This topic has been closed for replies.

R

RLP66Author

Participating Frequently

Yesterday I opened adobe scan on my iPad iOS 17.5.1 and I was able to see all my scans back to 2019. Many of them had a lock next to them which I believe wqere scan from my iPhones 11 and 13. I was able to at least download most of the ones I wanted to keep and when I ried to delete any of them I received an error (no error code). I opened adobe scan on my iPhone 13 iOS 17.5.1 and no files showed.

Today I opened adobe scan on my iPad and only about 6 files showed all with the lock next to them and then they disappear from the screen and only one files is still viewable. Still no files show from iPhone.

S_S

Community Manager

Hi @RLP66,

Hope you are doing well. Sorry for your experience with Adobe Scan.

Would you mind sharing a few pieces of information for further investigation:

1. Have you checked the different accounts you might have used with Scan (Sign in with Adobe versus social sign-in)?
2. Which platform do you experience the issue with? Scan Android, Scan iOS, and Acrobat online. Please log in to Acrobat Online (https://adobe.ly/45uD6af) using the same login credentials as in the app and confirm whether your files are visible in Acrobat online under the Documents section in the Adobe Scan folder.
3. Are all the scanned files missing, or only some files?
4. When did the issue start? Any details about any actions taken then?
5. Scan app build version.

Look forward to hearing from you.

-Souvik

R

RLP66Author

Participating Frequently

If I was doing well I would not be posting this. You must not have read my previous 2 posts because most of your questions are in those post. I habe only used one id ever with Adobe which I will not post here but can give you that info via email if needed.

I had only discovered the issue this week, I have not used the app for a few months. As my posts have said I am on IOS 17.5.1 and basically all my files but one are missing. Also if you read my previous posts you will see that both iPhone and Ipad versions of scan have the issue. This has to be an Adobe Cloud issue since I was able to see files on the iPad dating back to 2019 before disappearing the next day. That day I was able to view 6 files and they disappeared from the screen while I was viewing them. I have reviewed this with Apple Suppport and they believe it is a cloud problem also.

Scan App version is 24.06.11

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