Adobe Scan files missing

[RLP66]

I went to use adobe scan on my iphone 13 today and it says I have no saved scans to view when in fact have have probably 5 years of scans saved. Looking on my adobe acccount storage there were a few old files from a couple of years ago but nothing recent. I have been using adobe scan since the iphone 11. I chatted on-line with some reps and they were useless., I have deleted and resinstalled the app and nothing. 

[RLP66]

Yesterday I opened adobe scan on my iPad iOS 17.5.1 and I was able to see all my scans back to 2019. Many of them had a lock next to them which I believe wqere scan from my iPhones 11 and 13. I was able to at least download most of the ones I wanted to keep and when I ried to delete any of them I received an error (no error code). I opened adobe scan on my iPhone 13 iOS 17.5.1 and no files showed.

Today I opened adobe scan on my iPad and only about 6 files showed all with the lock next to them and then they disappear from the screen and only one files is still viewable. Still no files show from iPhone.

[S. S]

Hi @RLP66,

Hope you are doing well. Sorry for your experience with Adobe Scan.

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

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? Scan Android, Scan iOS, and Acrobat online. Please log in to Acrobat Online (https://adobe.ly/45uD6af) using the same login credentials as in the app and confirm whether your files are visible in Acrobat online under the Documents section in the Adobe Scan folder.
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. Scan app build version.

Look forward to hearing from you.

-Souvik

[RLP66]

If I was doing well I would not be posting this. You must not have read my previous 2 posts because most of your questions are in those post. I habe only used one id ever with Adobe which I will not post here but can give you that info via email if needed.

I had  only discovered the issue this week, I have not used the app for a few months. As my posts have said I am on IOS 17.5.1  and basically all my  files but one are missing. Also if you read my previous posts you will see that both iPhone and Ipad versions of scan have the issue. This has to be an Adobe Cloud issue since I was able to see files on the iPad dating back to 2019 before disappearing the next day. That day I was able to view 6 files and they disappeared from the screen while I was viewing them. I have reviewed this with Apple Suppport and they believe it is a cloud problem also.

Scan App version is 24.06.11

[S. S]

@RLP66 Thanks for the descriptive response. 

Would you mind joining a call with me, so we can get more info? 

If yes, please respond here, so I can share a link with you over private messages to schedule a call as per your best timing.

-Souvik

[RLP66]

I can join a call but it wil be next week before I have free time to work on this.

[S. S]

@RLP66 Thanks for the confirmation.

I have sent a link to you over private messages.

Please select a slot as per your availabilty.

-Souvik

[RLP66]

It has been over a month since our phone conversation and there is no update to this issue.

[Adam38850730do8l]

Just had same issue - over a year of scanned files and today Adobe Scan asked me to sign in with user/pass (never had to do that since initial install). All files gone. iOS iPads.

[sprinklr-integration-user]

Hi @Adam38850730do8l

Hope you are doing well and thanks for reaching out.

when you save your scan, Adobe Scan automatically converts it to PDF and saves it to your Adobe Document Cloud account.

Login to Document Cloud  (https://adobe.ly/3YmvvZO ) using your Adobe ID and password > Go to the Documents Tab > Adobe Scan Folder and check for your files there.

Let us know if you experience any trouble and need more help.

~Amal

[RLP66]

Another oblious adobe response. All my files but one are gone. Since my video call with Souvik nothing has change. He said that he turning the incident oveer to adobe developers. I am done with adobe scan. No support!!!!