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JayJayJayJayJay
Participating Frequently
June 11, 2018
Answered

As of a day ago Adobe Scan says Loading File but never loads

  • June 11, 2018
  • 18 replies
  • 11039 views

Latest iPhone version of Adobe Scan just says "Loading File" with a progress circle under it on a gray background when you click any of my already scanned pdf files. Same for trying to share them.

 

Everything was fine before the latest app update. I'm on an iPhone 13 Pro with latest iOS version and latest Adobe Scan app. Restarting app doesn't help. Network works fine. If I go to Adobe online the pdfs DO open correctly. Just the app has the issue. 

Ideas?

    This topic has been closed for replies.
    Correct answer S_S

    Hello Jay,

     

    Sorry for the delayed response and for the experience you had with opening up the scans.

     

    As per the above description, since you already have all the scans safe on the online portal, please try the below steps once:

    1. Log out of the application once.

    [ Please be informed that if any file is under the process of uploading, there is a high proabability that the file  will be lost. In this case, I would rather suggest you to wait for it to complete uploading or if you have it in backup, you can proceed with it. ] 

    2. Restart the device;

    3. Sign in back with the same e-mail address and then check.

     

    Thanks,

    Souvik.

     

     

    18 replies

    Show previous replies
    A
    Abhijit Choksi
    Participant
    December 14, 2021

    Hi guys! I'm unable to access my scanned documents on the adobe scan mobile app. The document keeps loading when I try to open the document. Looking forward to getting some quick support from everyone here. Here is a screenshot of the document when I try opening it. 

     

    Ria Tagra
    Ria Tagra
    Inspiring
    December 18, 2021

    Hi @Abhijit Choksi,


    Hope you are doing well.

    We are sorry, you're having difficulties. Please help me with few details to understand your issue better.

    1. Make and model of your device?
    2. Application version?

    We did try to replicate the behavior on our end, however, it is working fine. Make sure your application is updated. Do save your work then try to sign out and sign in back. Double check if you are using the correct Adobe ID. Reboot your device.

    Note: Ensure you are connected to the internet.

    For iOS Adobe Scan version: 21.10.26

    For more help refer to:

    *iOS- https://www.adobe.com/devnet-docs/acrobat/ios/en/troubleshooting.html

     

    Let us know how it works at your end. If you have any further queries please feel free to reach us.

    Regards

    Ria

     

    S
    Sandeep5D55
    Participant
    October 18, 2021

    When ever i open my pdf doc it alway take time showing "loading file" either i have ipned that doc few minutes ago.        2.  In pdf doc when i tap modify icon it does not respond  but agyer few seconds it will open the doc for modification.                                           3 when i switched of my net then it workes prefectly with all option 

    Harsh Vardhan Pareek
    Community Manager
    Harsh Vardhan PareekCommunity Manager
    Community Manager
    October 18, 2021

    Hi @Sandeep5D55 

     

    Hope you are doing well.

    As per the issue description the app takes time to open a scan while the net is on. Would you mind sharing few details to understand the issue better?

    1.  Application version?
    2.  Is it happening with one file or with all the files?
    3.  OS version.

    Kindly check if Adobe Scan is updated to the latest version. If not then update the app and then try again.

     

    Let us know if that helps.

     

    Thanks,

    Harsh

    S
    Sandeep5D55
    Participant
    October 18, 2021

    Dear , Thank you for your
    email and response as per your quary Adobe version in my iphone 12mini
    —-21.10.26. That’s may be latest version. Iphone
    software version —15.0.2. Now i want to tell you that i m facing this
    problem on every secaned doc in adobe scan—when ever i try to open scanned
    doc from Adobe scane display circle as searching mode and after 5 to 10
    sec it will open (sending screen shot). And after opening this doc try to
    “Modify” same problem persist and we don’t feel anything that i had touch
    modify icon Sir when i switch of my “net “ then every thing
    properly. (After touching modify screen shot) Sandeep
    Chaudhary([Personal info removed by mod])
    --
    Regards
    Sandeep Chaudhary
    [Personal info removed by mod]

    D
    defaultm2xgdjieozzu
    Participant
    August 11, 2021

    Purchased Adobe scam app but won't load and I need it immediately.  Had to purchase another app to get what I needed done.  Would appreciate a refund please.

     

    thank you!

    best,

    matt

    Ria Tagra
    Ria Tagra
    Inspiring
    September 2, 2021

    Hi,

     

    Hope you are doing well.

     

    We are sorry for the bad experience. Please try to update the application from App Store. It will start working after the update. If issue still persist then sign out and sign in back again.

     

    For refund follow the below given instructions:

    For IOS  

    Apple manages the Acrobat Reader premium subscription purchased from the Apple App Store.  

    https://www.adobe.com/devnet-docs/adobescan/ios/en/managingsubscriptions.html#cancel-a-subscription

     

    Let us know how it works at your end. If you have any further queries please feel free to reach out to us.

     

    Regards

    Ria

    C
    Chaitanya5E7D
    Participant
    July 14, 2021

    When i want to see previous scans it takes loading, Please solve the proble as soon as possible

    Ria Tagra
    Ria Tagra
    Inspiring
    July 22, 2021

    Hi @Chaitanya5E7D ,


    Hope you are doing well.

     

    We are sorry, you're having difficulties. Please help me with few details to understand your issue better.

     

    1. Make and model of your device?
    2. Application version?

    We did try to replicate the behavior on our end, however, it is working fine. Make sure your application is updated. Do save your work then try to sign out and sign in back. Reboot your device.

    Note: Ensure you are connected to the internet.

     

    For Android Adobe  Scan version: 21.06.28

    For iOS Adobe Scan version: 21.06.15


    For more help refer to:

    *iOS- https://www.adobe.com/devnet-docs/acrobat/ios/en/troubleshooting.html

     

    *Android- https://www.adobe.com/devnet-docs/acrobat/android/en/troubleshooting.html#get-help-and-find-answers

     

    Let us know how it works at your end. If you have any further queries please feel free to reach us.

     

    Regards

    Ria

    A
    Amarjit5C2C
    Participant
    November 20, 2020

    Hi Team,

     

    documents are taking lot of time to get load when we want to reopen the document to views . It says loading for almost 3-4 minutes. Is i am doing something wrong or anything missing. Please let me know. I use iphone 11 with Os14 latest version i also have updated the app to check if problem could solved.

     

    G
    Greenevision
    Participant
    October 24, 2019

    Since the new update, any new document I scan will not download. It just creates a blank page. I am unable to share with any other apps. I have tried restarting my iPad, deleting and reinstalling the app, and logging out and back in. Help!!!

    Meenakshi Negi
    Community Manager
    Meenakshi NegiCommunity Manager
    Community Manager
    October 27, 2019

    Hi there,

     

    Sorry for the delay in response.

     

    Please ensure that the applicaiton is updated to the latest version available.

    Also, check if you can find the file on the Document Cloud which is not opening in the application.

    Open this link https://documentcloud.adobe.com/ and sign in using the same credentials as used for Adobe Scan application.

    Then go to Files > Adobe Scan folder and check if the file is available there.

     

    Please share the application and OS version you are using on your iPad.

     

    Let us know if you need any help.

     

    Regards,

    Meenakshi

    D
    danielk99329110
    Participant
    October 20, 2019

    Ever since the latest Adobe Scan update the app has become almost unusable. The camera locks up and becomes unresponsive on multiple phones with the latest IOS update. Scanned pages have disappeared mid-scan and loading your previous scans from the cloud is extremely slow. Almost all the buttons in the app are slow and unresponsive. Please resolve this soon.

      A
      Adobe Employee
      akagarg17099634
      Adobe Employee
      October 21, 2019

      Hi Daniel,

       

      Sorry for the trouble you had with Adobe Scan. Can you please share following details:

      • Mobile Device  Names
      • OS version
      • Issue details

      Thanks and Regards,

      Akanksha Garg

      D
      danielk99329110
      Participant
      October 21, 2019
      • mobile devices- iPhone XS and IPhone 7
      • OS version on both- 13.1.3
      • Adobe scan version- 19.10.16
      • scan app crashes frequently when using camera to scan. Previous pages from that scan are then lost and you need to start over. All aspects of the app are running very slow and almost unresponsive.
      M
      markr85491160
      Participant
      June 11, 2018

      IPhone 6 s,  will not transfer a scan to an email.    I've restarted the phone,  un/reinstalled app and still not working.   Any ideas?  thx !

      joannag7163899
      joannag7163899
      Participant
      June 13, 2018

      I have the same problem - iphone 8. Tried to email scan as an attachment but it is not visible in the mail. Not sure what to do. It was working fine before on my iphone 6s...

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