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All Adobe Scan Files Disappeared - March 2023

New Here ,
Mar 11, 2023 Mar 11, 2023

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I have noticed the same issue..all of my scanned documents disappeared. 

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iOS , Save files

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Adobe Employee ,
Mar 15, 2023 Mar 15, 2023

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Hi @VijaySingh14,

 

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

 

We would 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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New Here ,
Mar 16, 2023 Mar 16, 2023

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I have only one account, and all files were there until the 6th of March, 

This is on the mobile app Adobe scan on IOS 16.3.1( iPhone 14 pro max)

All files until 6th March are missing 

I noticed on 9th March 2023.

Scan App build version 23.03.07, Device model - iPhone 14 pro max. IOS  16.3.1

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Adobe Employee ,
Mar 19, 2023 Mar 19, 2023

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@VijaySingh14 Thank you for the details. I'll share this with the team for further investigation.

 

-Souvik

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Adobe Employee ,
Mar 20, 2023 Mar 20, 2023

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@VijaySingh14 Have you checked with the files on the Acrobat web portal (https://acrobat.adobe.com/link/documents/)

 

Or by clicking the three dots on the top right of the home screen and clicking "See files on Acrobat Online" (screenshot attached).

 

See files on Acrobat Web PortalSee files on Acrobat Web Portal

Look forward to hearing from you.

 

-Souvik

 

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New Here ,
Mar 20, 2023 Mar 20, 2023

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Yes, I have checked the web portal and application, and no files are available before 8th March.

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New Here ,
Mar 20, 2023 Mar 20, 2023

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We are wasting time on these simple queries. I know this is cloud-based, and files must have been backed up somewhere. Could you restore old files?

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Adobe Employee ,
Mar 20, 2023 Mar 20, 2023

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@VijaySingh14 I understand your frustration at this point. I have already shared the details with the team to check for the files in the backend.

 

These are some questions that become mandatory when performing such checks.

 

I request your kind understanding and patience while we go through all the processes.

 

-Souvik

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Adobe Employee ,
Apr 19, 2023 Apr 19, 2023

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@VijaySingh14 We got the files on your account at the backend. 

 

Can you tell us roughly how many scans you cannot see? There are more than 100 files seen in the backend.

 

While I cannot guarantee you a result immediately, our team is trying to get the files recovered for your account so you can see them.

 

-Souvik

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New Here ,
Apr 19, 2023 Apr 19, 2023

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I am not sure but roughly around 100 files ( before 6th March) are missings.

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Adobe Employee ,
Feb 02, 2024 Feb 02, 2024

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Hi @VijaySingh14,

 

Hope you are doing well. Sorry for the delay.

 

Our team would like to investigate a bit more. Would you mind jumping on a call with us for a few more details?

 

If yes, please share your preferred email address, date and time so I can share the details over Email.

 

-Souvik

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