Help downloading my scanned files which were working fine until now

[simonen65178258]

I've been scanning and downloading my documents fine with the free account and app and now they won't download.  Can you help me sort this out?  I'm a bit over the hard sell to upgrade and time wasted trying to complete a simple task that has worked well until now.  Thanks!

[AkanchhaS]

Hi Simonen,

Sorry to hear about the frustrating experience.

Where exactly you were saving the scanned files and what is application you are working on? If you are referring to the Adobe Reader DC desktop application, then you may check whether you have the latest version installed or not?

Open Adobe Reader DC>Help>Check for update

Please share the exact workflow to understand the query correctly.

Regards,

Akanchha

[simonen65178258]

Thanks it started working again so I think it was a tech glitch on your

end. The person I chatted to though did not try to trouble shoot that they

just kept trying to upsell me to a paid product I don’t need. It was very

frustrating and time consuming.

[AkanchhaS]

Sorry to hear about your experience with support.

In previous message we requested you to share the exact workflow of how you are scanning document, uploading and then downloading?

Adobe Reader doesn't help you to download your file from, so how it has stopped downloading the files for you? Are you working on mobile application on Android/iOS or on desktop?

Regards,

Akanchha

[simonen65178258]

Hi Akanchha,

I have the adobe scanner app on my phone (IOS).  I scan the receipts using

that and save them to my adobe account.  I log in online (eventually)

locate the files, hit download and save them to the relevant folder for

managing my personal expenses.  It has worked fine until and since the

other day.  The other day it simply would not let me download the files.

If they can't be downloaded then the whole process is useless.

I hope that helps. There are plenty of free ways to achieve this - I have

liked Adobe - other than the hard upsell and difficulty locating the files

online initially (I had to book mark the page so I could find them again

more easily).  When I need other features I will happily upgrade - I don't

need them right now.

Best,

Simone

[Personal info removed by Mod: Phone number, email, address]

[AkanchhaS]

Hi Simone,

Thanks for sharing all the information and explaining the issue in detail. Since it was a temporary issue and now seems to be resolved. Let us know if you happen to experience any further issues.

You have all the rights and decide the best for you whether you need to upgrade the service or not. Sorry for the poor experience with the support service. Feedback is noted.

Regards,

Akanchha

[Rosanne28656634m07c]

I am using HP office Jet Pro 8720 - I scan - that works fine...then try to save in downloads .... put cursor on downloads and it just spins and spins so I cannot save .... but also when I go to attach a file already saved....I cannot