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Y
Yun265234412wel
Known Participant
July 27, 2023

can you check from a desktop https://acrobat.adobe.com/link/documents/files/ if you have 0GB storage as mine, in the lower left corner (or from a mobile, at the bottom of the left panel).

 

I suspect it was caused by the data migration metioned in the pinned post.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    July 30, 2023

    Hi @Tahnee313281535yh0,

     

    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. 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, and Acrobat online. Please login to Acrobat Online ( https://acrobat.adobe.com/) using the same login credentials as in the app and confirm whether your files are visible in Acrobat online under the Documents section in the Adobe Scan folder.
    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.

     

    Thanks @Yun265234412wel, for highlighting this. I am trying to understand if migration is an issue or not. With all my accounts, migration has been smooth without any disappearance of files. 

    So if migration might cause this, I will need to report it to the team for a different aspect of the investigation.

     

    -Souvik

    Y
    Yun265234412wel
    Known Participant
    July 30, 2023

    Hi @S. S ,

    Thanks for replying. The most strange things are

    1. https://acrobat.adobe.com/link/documents/files/ shows I have 0GB storage.

    2. https://assets.adobe.com/files redirects immediately showing some error: "Unable to load assets", "Something went wrong".

    3. From a tablet, i can see the encryption key has been revoked and this content is no longer available. but this message is not shown on the phone or from the browser.

    Y
    Yun265234412wel
    Known Participant
    July 27, 2023

    I think I have the same problem as yours.

     

    https://community.adobe.com/t5/adobe-scan-discussions/all-my-scans-disappeared/td-p/13965398

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