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!

[Cosmos BR]

Dear Steven,

I did all the steps you mentioned and the files are not in the server.

In what directory Adobe Scan saves the temporary files inside iPhone? I have an iPhone 7 plus with latest iOS. I will try to use a recovery tool to get them.

Regards,

Paulo Roque

[Steven_Yen]

I don’t think we save file in the local temp folder,

let me ask

[Steven_Yen]

Local files are stored in "/Library/Application Support" and "/tmp" in the Application Container directory. However, these directories get deleted on uninstall, so they are probably gone.

Another place to check would be the Files app, but since the Files never made it to the cloud they probably won't be there either.

[Cosmos BR]

Steven,

do you know if these temporary files are saved in the iCloud backup? If yes, I could restore from a previous version.

In these situations, Adobe shouldn't recommend to uninstall, since uninstall delete temporary files the user is struggling to recover.

Prior to uninstall, I logout/login again. In my case the files were deleted in logout. When I logged in again the files were not in the phone anymore.

regards,

[Steven_Yen]

The files in “Application Support” do get saved in an iCloud backup, but the files in “tmp” do not. So whether the files are recoverable will depend on what state the documents were in when the last backup occurred.

The reason I ask you to uninstall and reinstall App so you can re-scan you files again. So you won't get stuck "waiting for upload" problem.

regards,

[maryslostscan]

I scanned over 75 documents including all of my tax papers 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. 

[maryslostscan]

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.

[Steven_Yen]

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;

[Steven_Yen]

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.

[maryslostscan]

Steven,

I have uninstalled the app and reinstalled it. I have checked the cloud. None of these steps have helped.  Please I need my medical records.

[Steven_Yen]

We have three ways to login Scan (Facebook, Google, and Adobe ID, do you logout and login with same account?

Do you save the file to PDF after you scan your documents in the Review Screen?

If you login the same account and check them in the Document Cloud Server and the files are not in the Cloud then I don't think you can find the files anywhere.

Sorry, I don't think I can help you further.

Steven;

[jeremym32323387]

This was critical when it seemed my files weren't uploading. My work account is managed by google, but we have an enterprise license with Adobe. What's misleading is that when Adobe  or Adobe Scan offer your "three ways to login....Facebook, Google, and Adobe ID", you would assume that using any of the three methods would take you to the same account. But instead if I'm logged in through Google on my phone and logged in through Adobe ID on my laptop, even though it's the same email address, the accounts are totally different. I had to login on my laptop "through Google" to find the uploads.

Incidentally--would be great to fix this. You should have the same saved space/account regardless of what method you use to login (when it's the same email address!) 

[Steven_Yen]

Dear Customer,

Scan App PDF only shows when you scan the document through Scan App and save it. Scan App can't show the files that are uploaded through desktop or other places.

But in the Document Cloud Adobe Scan folder, they will show all different PDF files that you upload from all places and scan the document from Scan App.

Please let me know the steps you have done if you still have the question.

Thanks

Steven;

[jeremym32323387]

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]

[Steven_Yen · Accepted solution]

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;

[strainglia]

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

[dustinh33663851]

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]

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

[dustinh33663851]

I started having problems around May 30, 2019

Sent from my iPhone so please forgive any typos, misspellings, etc.

Privileged and Confidential: This communication and any accompanying documents are confidential and privileged. They are intended for the sole use of the addressee. If you received this transmission in error, you are advised that any disclosure, copying, distribution, or the taking of any action in reliance upon this communication is strictly prohibited. Moreover, any such disclosure shall not compromise or waive the attorney-client, accountant-client, or other privileges as to this communication or otherwise. If you have received this communication in error, please contact me at the above address as soon as possible. Thank You!

[Meenakshi Negi]

Hi Dustinh,

Thank you for sharing the information.

Would you please help us with the other details as asked in reply 40? It will help us to investigate the issue further?

The team is currently looking into this issue.

Regards,

Meenakshi

[Jessicactf]

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.

[vaclavf58871391]

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?

[WhereAreMyScans]

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!

[volkansevgidemir]

Same situation happened to me 

[jablouis]

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