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Bidhan31370524vbad
Participant
July 29, 2023
Question

Document Missing

  • July 29, 2023
  • 1 reply
  • 439 views

My prev documents are not there . Its just vanished . Please help me out to get back my docu pls

    This topic has been closed for replies.

    1 reply

    Y
    Yun265234412wel
    Known Participant
    July 29, 2023

    Hi @Bidhan31370524vbad ,

    I think I have the same issue. Could you please check on a PC https://acrobat.adobe.com/link/documents/files/, if you have 0GB storage (lower left corner) in the document cloud? 

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    July 30, 2023

    Hi @Bidhan31370524vbad @Yun265234412wel,

     

    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 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

    Y
    Yun265234412wel
    Known Participant
    July 30, 2023

    Hi @S. S 

    Thanks for replying.

    1. I can confirm that I am using the single account, no social sign-in.

    2. All platform, including Windoes Acrobat application, Android phone, Android tablet, and in browser.

    3. All files. As I mentioned in my previous posts, I saw that I have 0GB storage in document cloud and have no access to the creative cloud. I cannot even upload any new scans.

    4. I notice that 3 days ago, but it might happen ealier. Once I found that my files were all missing from my new phone, I went to my old tablet, where I can still see some caches showing that my files were there, but I cannot download/open then from the cloud. Moreover, it ask me to update the app, otherwise I will not have access to my files. However after the updates, I cannot still see my file.

    https://community.adobe.com/t5/adobe-scan-discussions/all-my-scans-disappeared/m-p/13966559#M7055

    https://community.adobe.com/t5/acrobat-reader-discussions/all-files-disappeared/m-p/13970373#M101261

    On the tablet, it gives more information: the encryption key has been revoked and this content is no longer available. But i am a personal user any my device is not centrally maintained, I've no idea what's the encryption key.

    5. Scan: Version 23.06.05-regular. Reader: Version 23.7.0.28596.Beta

    However, I don't think its the problem of the app, but rather the cloud storage problem. I highly suspect it's caused by the migration of the document cloud.

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