Adobe Scan: Lost Scans

[Suuz_6234]

Hi,

I seem to have lost all my previous scans (from the past few months) in the iOS Adobe Scan app.

I have tried to sign out and sign back in: No previous scans.

I have deleted the app and reinstalled: No previous scans.

I have searched in the browser and local files on my iPad: No previous scans.

I really need those scans, since some of them I hadn't saved them yet anywhere else.

After contacting Adobe Support they referred me here since Adobe Scan is no longer a supported product.

Anyone who can help me out here? I'd really appreciate it!

[Warren2719972680ff]

I have the exact same issue, however I have using the scan app for around 3 years, and its all gone.
Any can help out there ?

[S. S]

Hi @Suuz_6234 @Warren2719972680ff,

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

Are you using your Apple ID to log in to Adobe Scan? If yes, this can be an issue with different IDs being used, as Apple tends to create a mask ID that can differ from the email address you use. 

Have you checked using the same email address on Adobe Cloud Storage to see if the files are available there. 

Link: https://acrobat.adobe.com/

Let me know if this helps.

-Souvik.

[Warren2719972680ff]

Hi Souvik,

I have signed out multiple time and back in, but there are still no old scans reflecting.
I have also taken the steps you suggested and signed in using the apple id. And did the verification again.

But again/still there are no old scans available, in fact there is nothing.

My adobe account is a corporate account, and both apple MacBook and iPhone are corporate devices, all with the same Apple ID.

I recall a mail saying Adobe made some changes to the corporate sign in process, and 2 days later the Adobe Scan started showing the old scans with a image of a lock, and the day after there was nothing.

[S. S]

Hi @Warren2719972680ff,

Certain changes were made to the sign-in process for corporate accounts if they were company-managed. You will need to select the profile which has the membership and the files for them to be visible again on your application. 

You might want to contact your IT admin once so they can confirm the profile which has the files and you can login again to view and edit them as required.

You can view the page for more: Manual Asset Transfer (adobe.com)

-Souvik.

[Warren2719972680ff]

Hi Souvik,

The sign in process on the app has not changed, and there is no option to select corporate sign-in/profile on the adobe scan app either.
As stated before, nothing has changed on my end in terms of signing in, account name, usernames etc..

I have re-checked and re-verified the account.
I have even signed out, deleted the app, re-install the app and signed back in (multiple times), still there in no corporate selection available under my account name.

The link you shared is for moving date from different accounts, and this is not the case here.
Nothing has changed on my end.

This changed occurred after Adobe changed the sign-in process for corporate accounts.

[Warren2719972680ff]

Hi Souvik,

Is it possible that the coropate account no longer includes the adobe cloud storage, and this is why the scans have been removed?

[S. S]

Hi @Warren2719972680ff,

It depends upon the subscription model that your organization has selected. If they have moved the storage or started a new subscription altogether, the files will be lost. 

The IT team handling your subscription will be better positioned to answer this. However, the point I mentioned above could be one of the scenarios.

[Suuz_6234]

Hi Souvik,

I have checked and didn't use "hide my email" option.

I also used the same email address for the Adobe Cloud Storage and no files were available there either...

I am not sure what to do at this point, but thank you for trying to help!

Kind regards

Suuz

[Cavoke]

Sorry unable to help you, but only to add my experience ; I had exactly the same issue since this morning (Dec 6th 2022) Many Scans files completely disapeared and fully unable to recover anything... documents gone !

It seems to me it is after a recent update of both Adobe Acrobat + Adobe Scans.

In addition, the thumbnail view in Adobe Scans is not anymore working since the update;

App running on IPhone IOS v 16.11 and Adobe Acrobat v 22.11.00, Adobe Scan version is unknown !

I precise I'm a subscribed paying customer to full Acrobat Pro DC version !

Just unbelievable for such supposed reliable ressource ; I intend to stop my expensive subscription ; just not acceptable !

[Cavoke]

I complete my previous message : Adobe Scan version 22.11.15 for IOS has crashed ; Any older document I have opened has been whether deleted from Cloud or are still present but "greyed" (pages are all grey) I mean empty. 

I hope the Adobe Support may help ?

[S. S]

Hi @Cavoke @Suuz_6234

Hope you are doing well. Sorry for the trouble.

With all the details you shared, we would like to have a small discussion with you about the issue so we can understand better. 

I will be sharing an Email with you. If we can get to a common point, please respond to the same email for confirming the time so we can get in touch.

Look forward to hearing from you.

-Souvik.

[Dana27480862c50i]

i have also been using adobe scan for 3 years (since 2019) and today decmber 7th 2022 i lost ALL THREE YEARS worth of documents in Adobe Scan. i did all of the same recoery options after scouring the internet for hours (e.g. delete and restore; contact former empolyer to gain access to my accouts again to verify which account i was using). i have access to nothing from adobe scan, all my other adobe apps like fresco have all of my work uploaded to the adobe document cloud. while i downloaded everything in january of this year 01/03/22 and have those past documents backed up everything from the last year is gone, with no trace. this is even more odd as just yesterday i scanned new documents into Adobe Scan (12/06/22) and everythgin was fine, all my documents were accessible! 

i am using an ipad running update 15.6.1 with adobe scan update 22.11.15. 

i agree this is might be due to an update on Adobe's end. for this to happen at the turn of a new year with tax season is completly unacceptable.  

i really hope there is a way to recitfy this! please please please help if you can! 

[S. S]

Hi @Dana27480862c50i,

Sorry for your experience.

Would you mind checking on the online portal if the Adobe Scan folder has the files you are referring to: https://acrobat.adobe.com/link/documents/home ? 

If the files are there, you might want to check the credentials you are using to sign in to the application.

Hope this helps.

-Souvik.

[Dana27480862c50i]

hello Souvik, i checked both of my accounts that any of my scans could have
been under and they both are EMPTY.... indicating "no documents yet".

can you please tell me what is going on?
it would be complete chaos for my business if all of my scans are gone!

thanks for any and all help you can provide!
-dana

--
in commUnity,
dana n. dunwoody, PhD | dr.they.she
--at the precipice of discomfort, there is change--

[S. S]

Hi @Dana27480862c50i,

I have shared an email with you on your registered email address. Please look into the email once and share your response so we can move forward accordingly.

-Souvik

[Dana27480862c50i]

hello Souvik, they are not in the documents folder.
there is an adobe scan folder but it is completely empty.

--
in commUnity,
dana n. dunwoody, PhD | dr.they.she
--at the precipice of discomfort, there is change--

[Dana27480862c50i]

hello Souvik, the last communication i got from you was December 19th and this issue has not been resolved. since december 19th i have emailed you twice and nothing has come back. please yall, i really need this support to get these incredibly important and timely documents before tax season. what's going on!

[S. S]

Hi @Dana27480862c50i,

Sorry to keep you waiting. I am still working with the product team to get to a resolution. 

I will get back to you once we are up with a concrete solution.

-Souvik

[Dana27480862c50i]

hello Souvik, thank you for responding.
i look forward to hearing from you soon,

[S. S]

@Dana27480862c50i, Thank you so much for your patience. I will contact you soon. We are on the lookout to get this fixed. 

Once we can, we might need you to get temporary access to your Organization account. Let me know if that is still a possibility for you.

-Souvik.

[Dana27480862c50i]

hello Souvik,
as i mentioned back in december i had 10 days of temporary access and that
would not be granted again. they informed me in december there would be no
future point of access with them. they have repeatedly and consistently
(three attempts to retrieve the lost docs from them) they informed me to be
in communication with yall, Adobe customer service. as the organization
does not maintain the data in adobe scan.

[S. S]

Hi @Dana27480862c50i,

So from the connect we had and all the checking in the backend done by our team, they saw that the access allowed by your organization was only for you to log in and not complete access for all the entitlements and data. So, even though the data is present in the backend, it couldn't be retrieved until permitted by your organization to access them.

Let me know if you can convince them to allow access to your account with full rights, and we can get on a call at the earliest.

-Souvik.

[Dana27480862c50i]

hello Souvik, i was able to do the convincing and have 1 week access. please, lets get in touch asap so we can resolve this! thanks

[S. S]

Hi @Dana27480862c50i,

Thank you for getting back to me. I have shared the information with the team, and they are checking in the backend.

I will get back to you with all the information I can gather.

-Souvik.