Scanned documents have disappeared

Question

After updating the app all of my documents have disappeared apart from 4 that date back to 2019. Has this occurred to anyone else and how do I retrieve or recover them?

S_S · Answer

Hi @mark337104112dav,

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

Would you mind sharing a few of the below mentioned 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

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