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Matt27609962wnsg
Participating Frequently
December 17, 2022
Answered

All my scanned files just completely disappeared

  • December 17, 2022
  • 3 replies
  • 1699 views

I have been using Adobe Scan on my Samsung Note 10+ for a couple weeks. I had set up about a dozen folders and scanned in receipts, business cards, documents, etc. all without any problems. I was really enjoying the app. Then today I just opened the app and EVERYTHING was gone including all my scans and folders. Poof! Just disappeared. I immediately checked my cloud account and everything was deleted from there as well! It was as if my account was reset and I was starting with a brand new account. I have never had such a total failure occur with ANY app EVER in all my years of using apps and cell phones. Can someone at Adobe get my files back and tell me what happened???

    This topic has been closed for replies.
    Correct answer John T Smith

    >would like to hear from Adobe supprt

     

    Adobe chat support does not read here

    Be sure to remain signed in with your Adobe ID before accessing the link below
    Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
    .
    You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
    You MUST also allow 'cookies' in your web browser for the link to work
    .
    This link will go directly to the chat option
    Type "Agent" in the chat box to bypass the chatbot and be connected to a person
    -Meaning type in the word Agent without the quote " " marks
    https://helpx.adobe.com/contact.html?rghtup=autoOpen
    - or by telephone https://helpx.adobe.com/contact/phone.html
    - or Twitter tweet @AdobeCare
    .
    Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
    -click for more information about scammers https://tinyurl.com/10791730

     

    Adobe employes do SOMETIMES read here... one has already replied

     

    The advice on not using "only" cloud storage is good... I do NOT know if this device will work with a cell phone, but I do know that it works very well to have copies of computer files

     

    You should always have a local copy of all files, not just in the cloud
    If you don't have space on your computer drive use an external drive
    I use a Sata docking station and SEVERAL 'bare' drives for backup
    There are many external drive devices, this is the one I use
    https://www.amazon.com/StarTech-com-External-docking-station-drives/dp/B00U8KSLA8/

    3 replies

    John T Smith
    Community Expert
    John T SmithCommunity ExpertCorrect answer
    Community Expert
    December 19, 2022

    >would like to hear from Adobe supprt

     

    Adobe chat support does not read here

    Be sure to remain signed in with your Adobe ID before accessing the link below
    Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
    .
    You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
    You MUST also allow 'cookies' in your web browser for the link to work
    .
    This link will go directly to the chat option
    Type "Agent" in the chat box to bypass the chatbot and be connected to a person
    -Meaning type in the word Agent without the quote " " marks
    https://helpx.adobe.com/contact.html?rghtup=autoOpen
    - or by telephone https://helpx.adobe.com/contact/phone.html
    - or Twitter tweet @AdobeCare
    .
    Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
    -click for more information about scammers https://tinyurl.com/10791730

     

    Adobe employes do SOMETIMES read here... one has already replied

     

    The advice on not using "only" cloud storage is good... I do NOT know if this device will work with a cell phone, but I do know that it works very well to have copies of computer files

     

    You should always have a local copy of all files, not just in the cloud
    If you don't have space on your computer drive use an external drive
    I use a Sata docking station and SEVERAL 'bare' drives for backup
    There are many external drive devices, this is the one I use
    https://www.amazon.com/StarTech-com-External-docking-station-drives/dp/B00U8KSLA8/

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      December 17, 2022

      you should not rely on any cloud service. not adobe's nor anyone else to save important files.

       

      adobe's cloud service is for convenient sharing of files (with your self on other devices and with others if you choose).

       

      all your important documents should be saved locally.  external hard drives are inexpense and easy to use if you don't want your computer cluttered with documents.

      M
      Matt27609962wnsgAuthor
      Participating Frequently
      December 18, 2022

      Great tip. I agree backup everything in multiple places. However, I still would like to know why my scanned files just suddenly and inexplicably disappeared from my phone, and then after waiting a few hours and reopening the app, my files just reappeared just as suddenly and inexplicably. During the couple hours I waited, I did not reset or restart my phone or the app. I need to know what happened so I can decide whether or not to trust this app going forward. Thank you.

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      December 18, 2022

      they were there the entire time.  whatever app you used to look for the files just failed to display them.

      M
      Matt27609962wnsgAuthor
      Participating Frequently
      December 17, 2022

      Update - I did locate the Adobe Scan folder in my cloud account and was able to verify that my files are still there. Now how do I get the scanned files along with the folders back to my phone? And why did it just randomly delete everything from the Adobe app on my phone?

      M
      Matt27609962wnsgAuthor
      Participating Frequently
      December 17, 2022

      Update 2 - I waited a couple of hours and then tried reopening the Adobe app on my phone and low and behold everything was back on my phone: my scanned files and all my folders! I did not restart, reset, or power down my phone or the app. I simply just waited a couple of hours and opened the app and everything was back like nothing happened! On one hand I am very happy everything is back, but on the other hand I don't know if I xan trust this app! Someone from Adobe please explain what happened so that I can feel confident this won't happen again and all my files go missing. Thank you.

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