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Answered

Adobe Scan Files Mysteriously Gone

Forum|Forum|8 years ago
August 3, 2017
17 replies
26602 views

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!

Correct answer Steven_Yen

Hi Stephen—Thanks, but that's not the issue. If I use my managed-by-google

corporate email address (e.g. "john@example.com") and login to the Scan App

through the Login with Google method, I cannot see the files in Acrobat on

my laptop if I logged into Acrobat on my laptop through the "Adobe

ID" option. I have to also be logged in through the Login with

Google method. What's confusing is that I would assume that at the login

screen (either in Acrobat or the Scan App), when it says login with Adobe

ID, Google, or Facebook, that these are three methods of logging into the

same account (since they all use the same email address), not three

different accounts.

Jeremy Millard

[Personal details removed by moderator]

Hi Jeremy,

Thanks for replying my question. I have forwarded your request to our Server Account manager, once he replies my email and I will let you know.

I think your google account is associated with Adobe Enterprise account so it may have the restriction to login Adobe ID/Google to see different results even they have same email address.

I have created a google account and sign up through Adobe ID in Scan App, after that I can login Adobe ID and Google, and I can see the same result even login in different methods. I think this is the answer you are looking for, right?

Thanks

Steven;

S

ST0

New Participant

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!

S

ST0

New Participant

*before 2022

S_S

Community Manager

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

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.

A

Adin277103156m7j

New Participant

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

Community Manager

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.

I

Ian27536330o0yh

New Participant

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.

A

akhilesh22083099xzdr

New Participant

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.

H

haleydrag

New Participant

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.

G

giovannab33526483

New Participant

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!

T

TexanLeprechaun@gmail.com

New Participant

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.

J

jablouis

New Participant

I can't beleive what just happened to all my documents on Adobe Scan. I should not have updated the App. I have loss all my scanned documents. Forms, Work file, IDs and sensitive documents, all wiped off. Adobe Scan whyyyyyyyy?. I have tried everything possible but all to no avail. My documents are gone. It is so sad. I have loged in with all my emails and still my documents are not traceable in any of the servers.

Please do something. This is not good

V

volkansevgidemir

New Participant

Same situation happened to me

W

WhereAreMyScans

Participating Frequently

I lost files in December and in January. All were saved as pdf's and should be in the cloud. Important banking information gone. So frustrating!

vaclavf58871391

New Participant

Having the same issue, I have scanned very important documents before leaving for travel a few months back, went to check the Adobe Scan app and the Document Cloud and there's nothing there!

Can you please help?

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