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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;

Show previous replies

J

Jessicactf

New Participant

All my documents are gone!!! I downloaded the app yesterday to scan a few documents before my trip today. I was scanning until 1am, everything seemed fine, I saved the files and it showed on my files list. This morning, as I am heading out to the station and I decided to read the files one more time, but EVERYTHING IS GONE!!! I need those files today, that is way I scanned it for so long yesterday. I am connected to my Adobe ID, and I am using the IPhone app. How can this happen???? I trusted Adobe but this app has really disappointed me.

strainglia

New Participant

Me too. I have documents uploaded since 2006-2010 and I don't know where they are!

dustinh33663851

New Participant

I am in the same boat lost thousands of pages and the customer service is a joke. I am taking my fight to Twitter because these forums are not providing any useful information. I just can’t believe that I for this happen!

Meenakshi Negi

Community Manager

Hi All,

Sorry for the delay in response.

As you are not able to view the PDFs saved in the Adobe Scan application, would you please help us with more details so we can look into this issue further?

- Share the exact version of the Adobe Scan installed on your device

- Share the OS version on the device

- Since when you have started experiencing the issue.

- It would be helpful if you can share screenshots or videos of what happens when you try to look for the scanned PDF in the application.

To share the screenshot, use the steps provided below:

- Click on the insert icon provided in the reply window as shown below:

- An Insert Image window will appear.

- Then click on Insert Image and browse the location where you have saved the screenshot file.

- Select the file and click on Open > Insert Image.

Similarly, use the insert video icon to share the video. The insert video option provided just next to the insert image icon.

We will be waiting for your response.

Let us know if you have any question.

Regards,

Meenakshi

maryslostscan

New Participant

I scanned over 75 documents including all of my tax receipts and my medical records that I can't get access to again. I thought it was completely secure and when I switched phones, everything is gone. Nothing is on the cloud. Please please help me.

S

Steven_Yen

Adobe Employee

Dear Customer,

Do you remember what account you login to Scan your documents? Make sure you login the same account you Scan your document.

Please logout and login again, if you remember the account you login to scan the document.

Steven;

S

Steven_Yen

Adobe Employee

This is Scan folder we save the scan files in the server:

1. First login to https://cloud.acrobat.com from your browser in your PC, login same account that you login to Scan.

2. Once you login you will see "Adobe PDF Services" in the top row

3. Select "Files" tab in the second row

4. Select "Document Cloud" from the left side panel

5. Select "Adobe Scan" folder from the right side panel

You should see all your files. For Scan App, we only display the files that you use Scan App to scan the files. So from the server, they may have more files if you download files from your desktop.

A

ali_törehant

New Participant

Dear Steven.,

I have already tried this options nothing is saved.

I have erased adobe scan. Thanks...

S

Steven_Yen

Adobe Employee

Dear Customer,

I am so sorry to hear that. I just try Preferences, click "Save Originals to Photos" option, and I launch Photos App, I do see the Scan document in the local Photo Library.

You should give a try, sometimes uninstall and reinstall Scan App will fix the login and file disappear issue.

If it doesn't work for you after reinstall, please tell me the exact steps one by one, and I can narrow down your problem and work with our developer to resolve your issue.

We like to make our customers happy, so just give a try.

Thanks

Steven;

C

Cosmos BR

New Participant

Dear Steven,

The same problem happened to me. All the files were "waiting for upload" but never went to the cloud. I have document Cloud subscription active. I made the subscription do PDF Pack to check if it helps, but did not.

I logged out and logged in in to Adobe Scan again all then all the documents disappeared! I uninstalled and installed Adobe Scan again, but the files are still missing.

I DO NEED THESE FILES I scanned in a government tender! Were are they inside my iPhone? How can I recover them?

Please help. Missing these files will generate a heavy financial loss to me.

Paulo Roque

ericwalter175

New Participant

Same here.. It scans fine and prompts to save a PDF. Then the scans are just gone. None shown in the app. And they don‘t show up in the document cloud was either. Am using the app for the first time, so it has neget worked for me. iOS app vets 17.11.14. And obviously using same Adobe login in app and web and Acrobat Reader as well.

S

Steven_Yen

Adobe Employee

Dear Customer,

Sorry we can't reproduce the issue, but we like to narrow down your issue, can you provide us the details steps for your problem?

For example:

Please use the latest build from App Store
1. Internet is On/Off?

2. Login (new account from Sign UP or Facebook/Google/ Adobe ID)
3. Scan the document or import the file from the Photo Library

4. Save the file to PDF successfully or not in Recent?
5. OCR is finished or not in the Recent?

Thanks

Adobe Mobile Team

timc86212686

New Participant

I just spent over an hour scanning receipts and I have the same problem

S

Steven_Yen

Adobe Employee

Dear Customer,

Sorry to hear that you have same problem. We like to trace down the issue, can you tell us more details the steps you have done before the issue happens.

1. Do you login to Scan App?

2. make sure your internet is working fine.

3. After you scan the receipts, do you have save the files to PDFs?

4. Do you see all your files show up in Recent List after you scan them in our Scan App?

5. Do you follow the following steps to check your receipts in our Cloud server?

1. First login to https://cloud.acrobat.com from your browser in your PC, login same account that you login to Scan.

2. Once you login you will see "Adobe PDF Services" in the top row

3. Select "Files" tab in the second row

4. Select "Document Cloud" from the left side panel

5. Select "Adobe Scan" folder from the right side panel

Thank you,

Steven

D

DebraleeSain

New Participant

I was able to actually scroll through the pictures, but the next time I accessed the app, they were gone! So disappointing. And so hard to explain to family and friends who counted on me to get the images and deliver them.

P

pdfacro123

Adobe Employee

Hi Gabriella!

Thank you for reporting your issue to us. If you have not done so already, please try going to https://cloud.acrobat.com to see if your file is still on the server. All scanned PDFs are saved in the Adobe Scan folder.

Please let us know if you need further assistance.

Thank you,

Claudia

D

DebraleeSain

New Participant

My files disappeared as well and are not on the server. What are my options? where could they be? Desperate to find them. Family reunion pictures. Never be able to get them back together again...

S

Steven_Yen

Adobe Employee

This is Scan folder we save the scan files in the server:

1. First login to https://cloud.acrobat.com from your browser in your PC, login same account that you login to Scan.

2. Once you login you will see "Adobe PDF Services" in the top row

3. Select "Files" tab in the second row

4. Select "Document Cloud" from the left side panel

5. Select "Adobe Scan" folder from the right side panel

You should see all your files. For Scan App, we only display the files that you use Scan App to scan the files. So from the server, they may have more files if you download files from your desktop.

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