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Дарья34360197j3p8
Participant
Dec 19, 2023 9:10 PM UTC
Question

files disappear

Scanning files, saving files, making sure everything is normal, and after a while, files disappear. I didn’t delete them, but they’re not in the cloud, there’s free memory, and I’ve been to the computer, and updated. already lost several important documents in this way. where can you find them or how to restore them? and how to avoid this problem in the future?

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    10 replies

    Souvik Sadhu
    Souvik Sadhu
    Legend
    Dec 31, 2023 6:48 AM UTC

    Hi @Дарья34360197j3p8,

     

    Hope you are doing well. Thank you for writing in!

     

    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/link/documents/) 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

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    Alexa34778335jzpt
    Participant
    Jan 13, 2024 8:57 PM UTC

    Hello, 

    I recently had the same problem happen to me. I just updated my Adobe Scan App today as it told me I needed to update my App to click on previously saved files. I have an iPhone. 

    After updating, I see that my recently scanned and saved files PDFs were missing from the last month...? I believe they were saved in the cloud, but I cannot find them either. 

    Searching for help as those were important documents lost 😞

     

    - Alex

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    Souvik Sadhu
    Souvik Sadhu
    Legend
    Jan 16, 2024 5:51 AM UTC

    Hi @Alexa34778335jzpt,

     

    Would you mind sharing the details as asked above?

    This will help me take this up with the team for further investigation.

     

    Thanks,

    Souvik

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    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    Dec 24, 2023 10:35 PM UTC

    I never lost a file. You may still have deleted them, thinking they were local files on your device? Or you may have deleted them from a different device, thinking they were duplicates?

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