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A
AJ33198552pkcj
Participant
October 26, 2023
Question

Scan Files Deleted or Disappeared

  • October 26, 2023
  • 3 replies
  • 287 views

Going back to check on previous scan files that I have created and they are missing. Disappeared. Deleted. Whatever you want to call it, they're gone. I've looked at the app on my phone and on the browser version in the cloud, with no success of finding these lost files. Adobe support phone line told me to post here and that one of the engineers will call me directly. I was passed around customer support for over an hour and a half and no one was able to give me anything straight. Please give me support these documents are very important and I have multiple clients associated with the lost files.

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    3 replies

    V
    viji35747805uqpc
    Participant
    February 29, 2024

    Files in adobe scan missing from last day. Restarted , relogged in all things done from my device but files are not there. Its not in cloud trash too sir

    J
    Juan225002522i03
    Participant
    February 29, 2024
    Q eso amigo
    A
    AJ33198552pkcjAuthor
    Participant
    October 26, 2023

    Edit:

     

    I have Uninstalled the app, restarted my device, and reinstalled Adobe Scan. 

     

    Files are still missing. Please advise ASAP, this matter is extremely time sensitive and requires immediate attention.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    November 7, 2023

    Hi @AJ33198552pkcj,

     

    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/link/documents/)  and creative assets library (https://assets.adobe.com/cloud-documents) using the same login credentials as in the app and confirm whether your files are visible 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

    A
    AJ33198552pkcjAuthor
    Participant
    October 26, 2023

    Edit: 

     

    I have only used 0.5 out of my 20GB cloud storage so far so there is no way that the files should be automatically deleted from the cloud yet.

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