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All Adobe Scan Files Disappeared - March 2023

Community Beginner ,
Mar 08, 2023 Mar 08, 2023

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08-March-2023:  I just realized that all my Adobe Scan files (about 100+ files) have all disappeared. The files were all there last week. All gone now -- no longer in my Android Samsung Phone App, nor on the Adobe Cloud from the Windows 10 web browser. I have logged off and logged back in on the phone and on the internet browser from my laptop. Still no sign of all my scanned PDFs. What happened? 

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Android , Manage scanned documents , Save files

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Adobe Employee ,
Mar 09, 2023 Mar 09, 2023

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Hi @Max Z,

 

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

 

We will  like to have some more information to dig into the issue:

1. Have you checked the different accounts you might have used with Scan (Sign in with Adobe versus social sign-in)?
2. Which platform do you experience the issue with? Scan Android, Scan iOS, DC web?
3. Are all the scanned files missing, or only some files?
4. When did the issue start? Any details about any actions taken then?
5. Scan app build version, device model, and OS version.

 

Look forward to hearing from you.

 

-Souvik.

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Community Beginner ,
Mar 10, 2023 Mar 10, 2023

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Hello Souvik -- Thank you for your attention!

1. Have you checked the different accounts you might have used with Scan (Sign in with Adobe versus social sign-in)?

I only use one account (for several years). No other accounts to check.


2. Which platform do you experience the issue with? Scan Android, Scan iOS, DC web?

I scan using Android Adobe Scan app on my Galaxy, and the PDFs go into my Adobe Cloud account. I had 100+ PDFs on that cloud folder, saved over several years.
3. Are all the scanned files missing, or only some files?

All 100% of my PDFs have disappeared.
4. When did the issue start? Any details about any actions taken then?

I noticed this just a few days ago. They were all there last week.
5. Scan app build version, device model, and OS version.

Windows 10, Google Chrome on my laptop to access Adobe Cloud -- All PDFs gone // Adobe Scan Android: 23.02.16 on Samsung Galaxy S21 -- All PDFs gone.

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Community Beginner ,
Mar 10, 2023 Mar 10, 2023

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4. When did the issue start? Any details about any actions taken then?

I noticed this just a few days ago. They were all there last week. I did not make any changes, or any actions to my Adobe Cloud account or to my phone app setting, or anything that would cause the files to delete or any such action.

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Adobe Employee ,
Mar 10, 2023 Mar 10, 2023

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Hi @Max Z,

 

Thank you for the response. I have shared the details with the team for further investigation.

 

I will get back to you with an update at the earliest.

 

-Souvik

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Adobe Employee ,
Mar 20, 2023 Mar 20, 2023

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Hi @Max Z,

 

Our team checked your account history in the backend, and we saw that the files were deleted using Acrobat Reader Mobile (61 of them).

 

This is why you do not see the files on the list of Adobe Scan.

 

Hope I was able to clarify the question.

 

-Souvik.

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