all files disappeared

Report · Jul 26, 2023

With a recent update, all files from my document cloud got lost.

On one of my devices (android tablet), it shows:

The encryption key has been revoked and this content is no longer available. Please contact your administrator to re=enable the encryption key and check back again.

On the other one (mobile phone), it only shows

Loding...

From the browser on a PC, no files are shown and I can see

0 GB von 0 GB verwendet

NaN %

from the lower left corner.

The files in the cloud are super valuable to me. I really trust Adobe but not it makes me really disappointed. How can I got my files back?

Thank you!

Report · Jul 28, 2023

Hi @Yun265234412wel

Sorry to hear about the trouble caused.

Is this an enterprise deployment for Acrobat Reader? You have mentioned experiencing this issue after installing the latest update. We assume that you have been migrated to the Acrobat/Reader modern viewer.

Try this once,

Click on the hamburger icon in the upper left corner.
Click on Disable New Acrobat

Login to Document Cloud web here: https://acrobat.adobe.com/link/home/ and see if you have your files.

For the Admin user:

If you revoke the encryption key, your users can no longer access content that has been encrypted using the encryption key.

You need to check with the Admin who manages Admin console and see if this has been changed from backgrond.

https://helpx.adobe.com/enterprise/using/encryption.html

Thanks,

Akanchha

Report · Jul 28, 2023

Thank you very much for your reply.

I am a personal user and my acrobat reader is not deployed by any organization. I didn't find the "disable new acrobat" as you mentioned or in as described in https://www.adobe.com/devnet-docs/acrobatetk/tools/Preferences_by_version/Macintosh/07_12_2022.html.

I indeed most of time use only the mobile version of the reader and the scan app. The above screenshots are from a Windows PC and it still has caches of my documents in the cloud. However, I am not able to download them.

as it was from another old android phone.

Recently in the Adobe Scan community, there are many people having the same problem as mine, many people replied in some old posts but the problem was not solved.

Actually, I am not sure when my files got lost, but I suspect it was due to the migration of the document cloud to the creative cloud in March 2023, as mentioned in the pinned post.

From a tablet device, I did see the error:

The encryption key has been revoked and this content is no longer available. Please contact your administrator to re-enable the encryption key and check back again

but as I said, all my devices are my personal devices and the installation is not controlled by any other administrator.

I attached more screenshots in my post https://community.adobe.com/t5/adobe-scan-discussions/all-my-scans-disappeared/td-p/13965398

From the

0 GB von 0 GB verwendet NaN %

shown in https://acrobat.adobe.com/link/documents/files/, It seems that it's the whole 2GB/5GB free storage was missing.

Please help to recover

Report · Jul 28, 2023

Yes, I agree with Yun265234412wel.

I am recently facing the same issue on my account that is used to upload documents on website. This helps me a lot to get out of confusion about my documents.

Thanks Usman

Adobe Community

all files disappeared