Adobe Files Disappeared

[HH5FBB]

I have an adobe subscription.  Have used it for a few years storing and acessing many files. In July we started having issues.  First it was not being able to upload documents to files.  Now content is gone in all folders. Spent hours and hours on the phone seeking help with no resolve.  Now the content in the files has disappeared.  I am being told it can not be retrieved.  How does cloud storage just evaporate?

[creative explorer]

@HH5FBB first of all, I am NOT AN EMPLOYEE, JUST A USER like you...so please do not bite my head off....

I read your past messages, and I have a feeling if the files disappeared, can someone with access to your account, may have mistakenly deleted files or folders without realizing it. Worse, a cyberattack or malware could be responsible. Hackers can exploit vulnerabilities to delete or encrypt files, holding them for ransom. If you have any third-party apps integrated with your Adobe account, a security breach in one of those could also compromise your files.

For that matter, first thing I would do is to check for apps or malware installed in July 2025. I am more concerned what else was compromised on your computer.  You can start by looking at your computer's list of installed programs, which you can usually sort by installation date. On a Windows PC, go to "Apps & features" in your settings and sort the list by "Install date" to see what was added recently. On a Mac, you can open "System Information" from the Utilities folder, navigate to the "Installations" section under "Software," and view a history of all software and app installations with their corresponding dates. Additionally, run a scan with a reputable antivirus or antimalware program, as these tools are specifically designed to detect and remove malicious software that may not appear in the standard app list.

If you had a disgruntled staff member, a new staff member or maybe it was accidental deletion. Okay, because it was since July 2025, there is no chance in recovery...but, it's a huge BUT, supposedly, Adobe also maintains a version history. This means you might be able to restore a previous version of a file even if it wasn't deleted entirely, but simply had its content changed or erased. https://helpx.adobe.com/ca/indesign/using/view-manage-versions.html 

Other than that, hopefully it's something.... again, I am NOT AN EMPLOYEE, JUST A USER

[HH5FBB]

I appreciate your response - this is not any of those problems - THIS IS THE FAULT OF ADOBE AND THEIR INABILITY TO MAINTAIN FILES IN THEIR CLOUD

I am not the only one who has lost files from Adobe - THEIR CUSTOMER SERVICE IS THE WORST AND THEY JUST READ FROM A SCRIPT WITHOUT WANTING TO SOLVE THE PROBLEM OR WORSE, NOT TAKING RESPONSIBILITY FOR WHAT THEIR COMPANY IS RESPONSIBLE FOR

5 YEARS OF FILES GONE, THEN CAME BACK 4 WEEKS LATER ONLY TO DISAPPEAR AGAIN AFTER ONE WEEK, ABSOLUTELY INFURIATING AND UNACCEPTABLE FROM A COMPANY AS LARGE AS ADOBE

[Meenakshi Negi]

Hi HH5FBB,

We are sorry about your experience with the support team and the trouble caused.

As the files disappear again, please confirm if the issue occurs only when using the Acrobat web version. Please share more information on what happens. It would be helpful if you could share the screen recording. We will ensure that the issue gets resolved. 

Thanks,

Meenakshi

[HH5FBB]

Once again, we have given all of this information multiple times, all you
keep doing is WASTING OUR TIME - why don't you figure out where the files
are.

We have wasted countless days and our time explaining what happened OVER
AND OVER AND OVER AGAIN.

Maybe you should look at your documentation back from July when we called
countless times, were on the phone with more than a dozen of your
representatives DAY AFTER DAY AFTER DAY without resolution.

How do you expect us to run an office without 5 years of files!!!!!!

Veronica Rahl

Administrative Manager
[Personal info removed by Adobe community moderator]