Document Cloud and scans are not showing on Adobe Acrobat Pro DC home page

[Sara kooheji]

As shown in the screenshot attached I don't seem to have the scans documents which I scanned from my mobile adobe scans app, neither an accessibility to the cloud documents from Adobe Acrobat Pro DC home page.

Note that:

1. I have reinstalled the app and nothing changed
2. latest update installed from the CC
3. both the desktop app and mobile scan app are logged in
4. I remember having this option before but not sure when it went missing
5. I am running windows 10

[Sara kooheji · Accepted solution]

Thank you ls_rbls for your quick response and the various solutions!

Ok let's go through that one by one. The problem is probably not from the mobile app as I have Acrobat in another PC and it works fine, so the issue is in this Acrobat desktop version.

• I checked with bridge and surprisings it was not installed, I did install it but the problem was not solved.
• Ran the troubleshooter you referred to and still nothing fixed.
• I un-installed and reinstalled the app from CC, was not fixed

I then contacted adobe support, they eventually un-installed the app and reinstalled it directly from the website which at last worked perfectly.

There was also the issue of "fill & sign" not working which is also fixed now.

The only reason of the problem I can think of is that I download my apps through CC with the language option as "English supporting Arabic" so I thought maybe that version has an issue and the website version fixed it.

[ls_rbls]

What happens if you sign off from the mobile app and only stay signed in with the Desktop version?

Also, since you've mentioned about updating from the CC Desktop App, I think there's a couple of things that you can double-check:

• In your desktop PC, and assuming that Micrososft Windows 10 is fully updated too, check if you have more than one version of Adobe Bridge. If you do, I think that the CC Desktop app provides with an option to merge both version into one before updating to its latest version.  The path to Adobe Bridge is in : C:\Program Files\Adobe
• Another thing you can check for is the CC Troubleshooter. You can invoke this executable from : C:\Program Files (x86)\Adobe\Adobe Creative Cloud\Utils
• And if you notice, in that same folder, you can try also uninstalling and reinstalling the CC Desktop App with the utilities provided there.

With that in mind, I forgot to ask if the Adobe Scan is updated as well in the mobile device, and more importantly, in which type of mobile device is this app running from: Android or iOS?

[Sara kooheji · Accepted solution]

Thank you ls_rbls for your quick response and the various solutions!

Ok let's go through that one by one. The problem is probably not from the mobile app as I have Acrobat in another PC and it works fine, so the issue is in this Acrobat desktop version.

• I checked with bridge and surprisings it was not installed, I did install it but the problem was not solved.
• Ran the troubleshooter you referred to and still nothing fixed.
• I un-installed and reinstalled the app from CC, was not fixed

I then contacted adobe support, they eventually un-installed the app and reinstalled it directly from the website which at last worked perfectly.

There was also the issue of "fill & sign" not working which is also fixed now.

The only reason of the problem I can think of is that I download my apps through CC with the language option as "English supporting Arabic" so I thought maybe that version has an issue and the website version fixed it.

[ls_rbls]

Interesting!

You're very welcome, And thank you very much for sharing your feedback.

Some users in the forums have asked for Arabic support before because they were not able to work around the lack of support for that particular language in prior version updates of Acrobat.

But now that you're confirming that you were able to work around that, this solution may help many others.

[Bruce Rowell]

I had exactly the same problem and this solved it. When I uninstalled some of the prompts for was i sure I wanted to do this were in Arabic. Made sure I was on the UK version of the website and downloaded Adobe Pro - my document cloud and scan files were there straight away, thank you. 

[drivingrain · Accepted solution]

There is an option to change the language inside the Acrobat - just select "Choose the language on the startup" in the settings and then choose English instead of English with Arabic. That's how I just fixed it on my side. Thanks for the clue about Arabic!

Nobody from Adobe Support knows what's going on and how to fix it, which is absolutely hilarious but also kinda outrageous

[dweidmann_adb]

Thank you! Same problem here and amended with "Choose the language on the startup" option