Cant download scanned file

Hi there,

Hope you are doing well, and thanks for reaching out. We are sorry for the trouble you are experiencing.

Would you mind elaborating a bit more about the issue:

• Are you using Adobe Scan or viewing the files through Adobe Acrobat?

• Are you trying to access the scans via the mobile app on your mobile device or via Acrobat Web on a desktop/laptop?

• Does this happen with all scans or just specific ones?

• Are you on Wi-Fi or mobile data?

In the meantime, please try the steps below and see if that works:

1. Try switching between Wi-Fi and mobile data to see if that helps.

2. Sign out and sign back in. This can refresh the sync with Adobe Cloud:

3. Clear app cache (if on Android): Go to Settings > Apps > Adobe Scan/Acrobat > Storage > Clear Cache

4. Try accessing from another device or web: Log in to your account via a browser here (https://adobe.ly/4sgNop6) under ‘Your Documents’ go to ‘Adobe Scan’ folder and check if you are able to download the files and open them via Acrobat Reader (free app). This helps confirm if it’s a device-specific issue.

5. Update the Mobile app to the latest version available on the App/Play Store and reboot the device once.

If it still doesn’t work, please share a small video recording of the steps you are taking and the issue as it occurs for further investigation.

~Amal