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Steven288122056fe2
Participant
March 10, 2023
Question

file completely disappeared after save failure.

  • March 10, 2023
  • 1 reply
  • 811 views

I uploaded the file from adobe cloud storage using my iphone as I normally do. Then I selected to modify the file and then selected to add a page using camera. I added the image and selected save. The app responded after some time and said there was a failure in the save. So, I went to repeat the process, except the file completely disappeared and is no where to be found. I also look on the computer to see if it might be still on the cloud somewhere, but it is gone!! 

 

There was some important information already on the file that I can no longer access. I am concerned now of this happening with other files.

 

    This topic has been closed for replies.

    1 reply

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    March 10, 2023

    Hi @Steven288122056fe2,

     

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

     

    We would like to have some more information to dig into the issue:

    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, DC web?
    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

    S
    Steven288122056fe2Author
    Participant
    March 11, 2023

    Souvik:

     

    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 any other accounts nor have I signed in with any social media accounts.
    2. Which platform do you experience the issue with? Scan Android, Scan iOS, DC web? Scan iOS
    3. Are all the scanned files missing, or only some files? Only one file that I know of. It was the file I was trying to modify by adding more pages via camera image.
    4. When did the issue start, any details about any actions taken then?  It happend just once so far on March 10 less than an hour before I made this post in the community. The only action was search for the file on my phone and then also on Adobe document cloud storage using my computer. I contacted Adobe via chat and then also posted here in the community. 
    5. Scan app build version, device model, and OS version. Adobe Scan Version 22.10.17 ; iPhone XR ; iOS 15.6.1

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    March 24, 2023

    Hi @Steven288122056fe2,

     

    Would you mind updating the application to the latest version (23.03.07) and checking if the file is available there?

     

    For modifying the scan, we will try to delete the original file first and then save the new PDF. When deletion fails, we will save a copy of the new PDF, and you will end up with two copies. When saving fails, the file should remain in its local list.

     

     We cannot guarantee, but there is a possibility that the file should be there in the local caches.

     

    Please let us know if this works for you.

     

    -Souvik

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