Lost all files after update.

Report · Feb 21, 2023

After this latest update, every single folder and file that was stored in my Adobe Cloud Storage has been lost. Hours and hours of work I put into formatting and storing work files has just vanished. I'm pretty much done with using the app after this. It's not worth the time to try and reformat the system I had. It's strictly the Adobe Cloud Storage section that has erased. Everything else is still connected (PDF's from emails, from OneDrive etc). Not sure how the "cloud" storage isn't retrievable. Very disappointed.

Report · Feb 25, 2023

Hi @Stu28527162p5dp,

Hope you are doing well. Sorry for your experience with Acrobat Reader Mobile.

Have you checked with the profile if you have two different profiles (business and personal), and it got switched?

Would you mind checking the online portal to see if the files are there: https://acrobat.adobe.com/link/documents/

Look forward to hearing from you.

-Souvik.

Report · Mar 02, 2023

Same thing happened here!! Not in the cloud at all!! The file just disappeared!

Report · Mar 05, 2023

Hi @Brandon28672574igyn @Stu28527162p5dp,

Sorry about your experience.

We would like to have some more information to dig into the issue:

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? Acrobat Reader Mobile Android, Acrobat Reader Mobile iOS, DC web?
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. Reader Mobile app build version, device model, and OS version.

Look forward to hearing from you.

-Souvik.

Report · Jun 16, 2024

Me too! A years worth of work - GONE. I can't even open my saved files...it wants me buy a plan, that I already have. I had a deadline and of course there are no techs to help on the weekend. I am sick!

Report · Jul 05, 2024

Hi @Pamela380668219lmc,

Hope you are doing well. Sorry for your expeirence.

Would you mind sharing a few pieces of information for further investigation:

1. Have you checked if you are logged in using any different account to Acrobat?

2. As you mentioned about asking to buy a plan, viewing files should not require any subscription, which again points towards checking the Adobe ID you are signed in to.

3. Was there any specific event after which you lost the files?

4. Have you checked on the online portal if the files are available there: https://adobe.ly/3WbG3tm

-Souvik

Report · Mar 12, 2023

Lost ALL Files ON my device, iPad 5, yesterday, March 11, when I updated to iOS 16.3.1 from iOS 14.something. Also, the Adobe Acrobat App DISAPPEARED as well, WENT AWOL during the update process. I had done a backup prior to the running of the Update and made sure that my Adobe App was set green to be backed up with everything else. After the Update completed and I noticed the missing Adobe Acrobat App I went to iTunes App Store and re-downloaded from my Account's 'Purchased' history. Still no PDFs. looking in the "On My iPad" File, (new to iOS 16 (?)... not there either. I had some pretty important documents in the Adobe Acrobat Reader App as we all have. Can't find any of them that were on my iPad. Had been accumulating them since 2011. I only had three large documents in the Adobe Cloud and they are still there. Hope the Adobe 'Detectives' can get with Apple to see if this is happening to iOS 16 updates only, as i have never encountered this on any previous iOS updates to my former iPad 2 or my current iPad 5. I will be trying to contact Apple Support tomorrow to get help on how to explore my Backup file in my iCloud storage. Hope they are there. If anyone has any ideas, or similar experience, keep us posted on anything that got your files back into you Adobe Acrobat App. I will do the same for you all.