Adobe Scan won't save scans – "An unexpected error occured"

[Merle27643463cctr]

I have been trying to save a scanned file for two days now, to no avail. The app says it is "saving the scan as pdf" for hours on end, crashes at some point and when I try saving it again, there is an error message "An unexpected error occured: The file does not exist". Forcing the app shut does not help either. Does anyone have any ideas on how to resolve this issue?

[S. S]

Hi @Merle27643463cctr,

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

Would you mind sharing a few pieces of information for further investigation:

1. The app version of Adobe Scan you use (go to Home-> Profile-> About Adobe Scan);

2. The OS [Android/iOS] of your device and its version;

3. A screen recording of the event for a better understanding.

Look forward to hearing from you.

-Souvik

[Merle27643463cctr]

1. I cannot access the Home button without discarding the scan, which I am not willing to do as the file has 246 pages. The app is running on the newest version as I cannot update it in the App Store.
2. iOS 17.4.1
3. Waiting for the issue to occur could take hours while the app is trying to save the pdf. It always reads "An unexpected error occured: The file does not exist." Afterwards, I can start the process of trying to save the file again, but the process is never completed. The app always crashes at some point or after having waited for hours or a day, I force it shut to start the process again.

[Merle27643463cctr]

 

 

[S. S]

Thanks @Merle27643463cctr for the details.

I have logged a ticket for the team to investigate further.

I will update the thread once I hear back.

-Souvik

[Merle27643463cctr]

Thank you for logging a ticket. Are there any updates by now?

[S. S]

Hi @Merle27643463cctr,

The team has rolled out an update that fixes several server issues.

Please try again and let us know if it works for you.

-Souvik

[Merle27643463cctr]

Thank you! The update isn't available in the App Store yet – is there any information on when it will be released?

[S. S]

@Merle27643463cctr,

I cannot comment on the exact date of the update version, but it should be live very soon.

-Souvik

[Merle27643463cctr]

Thank you. I installed the update. Unfortunately, it has not solved the issue. 

[S. S]

@Merle27643463cctr, thanks for the confirmation. 

I have shared this with the team.

-Souvik

[Merle27643463cctr]

Thank you. Are there any updates? The problem has persisted for almost two weeks now and I have not been able to use the App without discarding the scan (which I am not willing to do).

[S. S]

@Merle27643463cctr,

This is still a work in progress. 

I will update the thread once I hear back.

-Souvik

[kylies85775983]

Hello I have the exact same problem right now. I was in an archive happily scanning and saved many long documents over the last two weeks and now my final scan of 78 pages won't save. I'm in the sane loop as OP. I can't afford to lose these files, I can't even save as photos. Please help!

[Merle27643463cctr]

My scan has vanished by now. I would not rely on Adobe helping you out and can only recommend looking for a different app that is more reliable in the long term.

[S. S]

@kylies85775983 @Merle27643463cctr Sorry for your experience!

Have you checked if your account has enough storage space left to save the files?

You can go to https://assets.adobe.com/files/ and check on the bottom left to see available space on your account.

-Souvik

[Merle27643463cctr]

Given my experience with Adobe Scan, I made sure there were no other files in my storage before starting that scan. So yes, there should have been enough storage space.

[S. S]

@Merle27643463cctr, Thanks for the confirmation.

While the team is working on fixing this, would you mind sharing a screenshot of the link above showing the available storage space?

This will help our team narrow down the approach for investigation.

-Souvik

[S. S]

@kylies85775983,

We aren't putting any blame but rather trying to get more info on the issue. 

The team is already working on the fix and there should be improvements by the next release.

-Souvik

[kylies85775983]

yes of course i do! i have used 10GB of 100GB so there is plenty of space. I had to cancel that pending scan yesterday and lost 78 pages of a file because i needed to scan something else, which worked perfectly, so the problem is at your end, not mine. I have all the latest versions of the app installed as well. I think a more pro-active approach at your end would be helpful. so far this thread is not helpful and is putting all the blame on us when it's a glitch at your end.

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