Acrobat IOS App lost of files

[Will_2021]

A company user lost months of work due to a problem with Acrobat app on an IPAD.

He had a folder structure with many files on local storage we backed up his Ipad with Itunes and Imazing (several times) trusting that files were being saved too, then he lost his Ipad due a robbery and buyed a new one.

when we restore the info:

- The folder structure were updated but no lastest files

- We tested creating a new folder and a new file, then we made a new backup, folder were backed up but not the file. (this happens with Imazing and Itunes backups).
- We maked sure that files were local on Ipad. we searched on the adobe cloud but nothing.
- weird thing is that older files are on the backup, we checked and new files has nothing different.

We cant even trust that all the older files restored. So basically the user lost 3 years of work.

[Ria Tagra]

Hi @Will_2021 

If your scans are missing, try the steps below:

• Check and sign in with the same email address which you used earlier to save scans. Try all the possible Adobe accounts you have. 

• In case of iOS, check if you are using your Apple ID

1. Go to the home screen/recent screen (that has the scans listed)
2. Tap on the profile icon on top left (iOS) or hamburger menu on top left (Android)
3. On the top the email id/login in with which you are logged in would be displayed. Confirm if this is the same email id that you used to create the scans earlier.
4. If the answer is yes, logout and then choose the option to sign in via apple id
5. Use the same email address that was displayed during step 4 to login via Apple id.

• Adobe Scan saves the documents as PDF in the Adobe Document Cloud. You may check your saved files over here, Open the link Adobe Document Cloud.  

Note: If you are not uploading the files to Adobe Document Cloud or saving it to any other location, then the files will be removed permanently and there is not much that can be done to recover the files from Adobe's end.

Best Practices: We suggest you always save a copy of the file to some other location, or you can upload the files to Document Cloud.   

If the files were saved within the application, they are uploaded by default to Document Cloud.   

1. Open Document Cloud and sign in with your Adobe ID and the password.    
2. Then go to Files > Document Cloud > Adobe Scan folder.   
3. Here you will see the Adobe Scan folder. Please look for your files here.   

Regards

Ria