Adobe scan crashes as soon as i open it

Report · May 19, 2021

Hi, I've been using adobe scan for a year now, but today, as I was scanning, it crashed and every time I try to open it it crashes immediately. I have lots of documents that I haven't been able to retrieve. What can i do? If I uninstall and reinstall, will i lose everything I've scanned? I have IOS

thank you!

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Report · May 24, 2021

Hi @paloma5C6A

Hope you are doing well.

Sorry for the problem which you are facing. We did try to replicate the behavior on our end, however, it is working fine. Make sure your application is updated. Do save your work then try to sign out and sign in back. Reboot your device. Ensure you are connected to the internet.

You can then check the document cloud. To check your document cloud:

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.

If you are not uploading the files to Adobe Document Cloud or saving it to any other location, then the files will be deleted permanently.

It is not possible to retrieve the files once deleted directly from the application.

I would 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 by default uploaded to Document Cloud.

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

Otherwise, there's not much we can do to recover those files for you.

For more help refer to: https://helpx.adobe.com/in/mobile-apps/help/adobe-scan-faq.html

Let me know how it works at your end. If you have any further queries please feel free to reach.

Regards

Ria

Report · May 27, 2021

Hi Ria,

Thank you so much for your reply. I went on the cloud as you said and was able to retrieve the documents i was working on when it crashed (the others i had luckily already saved elsewhere). However the app continues to crash, so im going to uninstall it and reinstall it and see how it goes. If it continues to crash after that, it's probably a problem with my IOS.
Kind regards,

Paloma

Report · May 28, 2021

Hi Paloma,

Thank you for updating us. Please go ahead and try the latest version. Do share the outcome with us. We appreciate your participation.

Regards

Ria

Report · Jul 10, 2021

I had the same issue as paloma5C6A. Rebooted iPhone, app crashed again. My Adobe Scan version was up-to-date. Checked Adobe Document Cloud and my files were there (I signed in with my apple ID). Deleted the app on my iPhone (kinda scary - I'm old), reinstalled the app. My files from Document Cloud imported back to the app on my phone. The app works fine now. iPhone SE, 128G, 72G available, ios 14.6. Thank you Ria Tagra!

Report · Jul 22, 2021

Hi @thorigen,

Hope you are doing well,

Thank you for taking out your valuable time to appreciate us. Words like this keep us motivated. We also thank you for posting your interesting findings here. We will surely share this with the product development team.

If you have any further queries please feel free to reach out to us. We would be more than happy to assist you.

Regards

Ria