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A
Ahmed El-Masry
Participant
September 17, 2023
Question

All documents have gone

  • September 17, 2023
  • 1 reply
  • 180 views

Hi there, 

 

I have a lot of very important documents that were stored on my iphone. And  a recent change requires me to sign up to continue using the IOS app, and I had done it. 

Once I opened the app I found all the documents there without any issue. 

i scanned one document and saved it, and shared it with someone then I opened the app again and I found that all the documents except the last one were gone. 

how can I return them back since they are very important and I don't have a backup for them? 

Thanks

 

Ahmed

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    1 reply

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    September 30, 2023

    Hi @Ahmed El-Masry,

     

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

     

    Would you mind sharing a few more 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 login to Acrobat Online ( https://acrobat.adobe.com/) 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, device model, and OS version.

     

    Look forward to hearing from you.

     

    -Souvik

    A
    Ahmed El-MasryAuthor
    Participant
    September 30, 2023

    Hi Souvik, 

    Thanks for looking into the issue

     

    1. Have you checked the different accounts you might have used with Scan (Sign in with Adobe versus social sign-in)?

     

    I don't have different accounts, I was using Adobe scan without logging in then in some update it starts to force me to sign up then I signed up and the documents were there, then I scanned a new document and shared it to a Whatsapp then everything thing got removed and the only document that stayed is the new document that I just scanned. 

    2. Which platform do you experience the issue with? Scan Android, Scan iOS, and Acrobat online. Please login to Acrobat Online ( https://acrobat.adobe.com/) 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.

     

    The platform is Scan iOS Version 23.09.12 (maybe the issue happens in a version right before this one)

    And I have logged into Acrobat online and the documents were not there.

     

    3. Are all the scanned files missing, or only some files?

     

    All the old scanned files are missing, the only one remains is the new scanned files

     

    4. When did the issue start? Any details about any actions taken then?

    It started when the app started to force login to use it. The only action that I did is siging up and the files exist then I scanned a new document then everything got removed except the newly scanned file.

    5. Scan app build version, device model, and OS version.

    I have Scan-iOS version 23.09.12 now but maybe it happened in an older version

     

    Device model and OS version: iPhone XS max - iOS 16.7

     

    Thanks again for your help and investigation. 

    Ahmed

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    October 1, 2023

    Hi @Ahmed El-Masry, 

     

    This sounds strange. As far as I can recall, Adobe Scan has required an account to use its services since its release.

     

    From the description, it looks like an issue of mismatched accounts. With signing up on a new account, you were, at first, able to see the files as the application tried to sync the files with the cloud. 

    Once the sync is complete, you will see an empty list since the new account has no files.

     

    I suggest trying to log out and log in using different methods, like Apple or other methods like Google, facebook and checking if the files are available.

     

    -Souvik

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