Skip to main content
Z
Zaheen Somani
Participant
June 27, 2023
Question

Lost Scanned Document

  • June 27, 2023
  • 1 reply
  • 173 views

I had taken a scan using Adobe Scan of all my receipts. This usually kicks off a process where the file is uploaded to the cloud. Today, I went to export the PDF but was not able to. I noticed there was an update available so I updated the app. The PDF is now no longer shown in the app on in the dashboard online. I also threw out all my receipts so now have no recourse to get my expenses done. Any help would be greatly appreciated.

This topic has been closed for replies.

1 reply

S_S
Community Manager
S_SCommunity Manager
Community Manager
June 28, 2023

Hi @Zaheen Somani,

 

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

 

Would you mind sharing the below details 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

Z
Zaheen SomaniAuthor
Participant
June 28, 2023

Hi @10520989 - 

Thanks for getting back to me.

 

1. Yes. Checked all accounts.

2. iOS. Logged in to Acrobat Online. No luck. 

3. Just the last scanned file is what is no longer there. 

4. Issue started when I went into the app yesterday to share the file. I tried to share the file and nothing worked so I checked to see if there was an update available and there was. I deleted and re-installed the app to see if that would resolve the issue. No luck.

5. As mentioned, it was likely with previous version but here are the details:

App Build Version - 23.06.06

Device - iPhone 14 Pro

Device OS - 16.2

 

Thank you

S_S
Community Manager
S_SCommunity Manager
Community Manager
June 30, 2023

Hi @Zaheen Somani,

 

Thank you for the response. Did you check if the file was entirely uploaded before uninstalling the app?

 

If the file was not uploaded and had the uploading symbol on it, updating the app or uninstalling it at that point will result in the file getting lost.

 

-Souvik

Terms & ConditionsAccessibility statement
Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices