Adobe Scan Files Mysteriously Gone

[gabriellamartin]

To my dismay, about 20 files I scanned while doing archival work have gone completely missing from both the Adobe Scan App and the Document Cloud (I scanned them using an iPad). When I refresh the "files" tab in the app, occasionally one will pop up that was not there before, but the ones I really need have yet to resurface. They are mostly files I renamed to organize them better, and I am 100% sure I did not delete them, as they were there when I left the archive. The internet connection wasn't great at the time, but even if they weren't able to upload to the cloud, I don't understand why they are missing from the app, or where I can find them. I cannot find out how to talk to a real person at Adobe about this-- has this happened to anyone else? Any tips? They are nowhere to be found and I am really upset about it. Thanks for your help!

[TexanLeprechaun@gmail.com]

EDIT: I seem to have resolved the issue - Adobe used the wrong login and once I managed to close it all out and find my original log in info, it is fixed.

Hello,

I appear to be having the same problem as mentioned here - I had to log out of my phone apps (including adobe scan and reader) for a repair to my iPhone.  When I logged back in, all of my files were gone from the cloud, and I KNOW they loaded (about 2 dozen PDFs) because I have a copy of one I can access that was shared with a different email a year ago.  When I first logged in, acrobat reader on my phone SHOWED the files, as little ghost icons, but said they were missing if I attempted to recover them.  I'm logged into the cloud on my computer and nothing is showing up there either in my documents.  Is there ANY way to recover my files?  Some were family documents I was scanning and its incredibly frustrating that I may no longer have all of that work and information.

[haleydrag]

I experienced the same thing. I took a scan of my quiz for my statistics class and turned It in. Later received an email from my professor saying I submitted the wrong file, went to the Adobe Scan app to retrieve the correct file and it was GONE. It is not in any of my files and it is not in the document cloud. My quiz 3 file was gone and it turns out the file I submitted would have been the one underneath my Quiz 3 file. Because of this issue, I have lost an entire quiz grade. Thanks.

[giovannab33526483]

I LOST 8 hours f work today becaue the app failed. I had scanned several documents in an archive, saved each of the, etc and the files were in the app until I arrived home and they suddenly disappeared. They were neither in my iphone app, nor in my Adobe Document Cloud folder. Unbelievable! What a crappy experience. Can't believe Adobe has not been able to fix this SERIOUS issue. Not trustworthy!

[akhilesh22083099xzdr]

Hi Adobe team, 

I am facing the same issue , all my scaned documents are now not visible in adobe scan . Can you please assist me on this and help me to get my scaned documents. 

[Ian27536330o0yh]

I am expecrenfing exactly this same problem - unbelievable Adobe haven't sorted this in 5 years. The app seems to work so well but then archival material I have copied disappears out of nowhere with no warning. Occasionally random thing re-appear but much seems lost for ever - it is costing me hours! I planned to use the app for all the rest of my archival research but I'm now planning to cancel ASAP - terrible product.

[Adin277103156m7j]

Happy to report that 5 years later this is still not fixed. Lost all of my files, thanks adobe. I will never purchase any adobe product ever again. 

[S. S]

Hi @Adin277103156m7j,

Sorry to hear about your experience. 

Would you mind sharing your contact details (email address, preferred time and time zone to arrange a small session)  over private messages so we can get tin touch to discuss about the issue further?

We would really like to know about the latest situation on the issue so we can get our team to work on it internally. 

Thanks,

Souvik.

[ST0]

Same issue here. All documents before 2020 are suddenly gone! Only 2 recent one left from around 30 valuable documents!

I loged in only with apple account never used the other two options, loged in and out and nothing there.

Please help, and give me my files back!

[ST0]

*before 2022

[S. S]

Hi @ST0,

Would you mind logging into https://assets.adobe.com/cloud-documents and checking if the files are available there?

This would help us understand the situation better.

-Souvik

[ST0]

I still only see the newest files. None before 2022.

[S. S]

Hi @ST0,

Thanks for the response. 

Would you mind getting over a call with me? If yes, please share the time zone, your preferred time and the preferred email address over private messages so I can make the necessary arrangements.

Look forward to having a word with you.

-Souvik

Note: To send a private message, click on my profile name-> click the blue button saying "Send a Message" on the next screen.

[AwkDev]

Same issue occurred with me today. I can all my scans in app and online, except one which has 30+ pages. I've been scanning it and adding files to it since Jan 2023, and now it's gone. Any way I can get it back? This is very annoying

[S. S]

Hi @AwkDev,

Hope you are doing well. Thank you for writing in!

Would you mind sharing a few of the below mentioned 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 login to Acrobat Online (https://acrobat.adobe.com/) 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, device model, and OS version.

Look forward to hearing from you.

-Souvik