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All my scans are missing

New Here ,
Jul 26, 2023 Jul 26, 2023

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Why are all my scans for years gone? It says I have nothing ??? Please help me this is an emergency I had my brothers social and I'd etc saved on this. 
thank you

tahnee 

TOPICS
iOS , Manage scanned documents , Modify scanned documents , PDF forms , Save files

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Explorer ,
Jul 27, 2023 Jul 27, 2023

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Explorer ,
Jul 27, 2023 Jul 27, 2023

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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.

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Adobe Employee ,
Jul 30, 2023 Jul 30, 2023

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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

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Explorer ,
Jul 30, 2023 Jul 30, 2023

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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.

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Adobe Employee ,
Jul 30, 2023 Jul 30, 2023

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@Yun265234412wel,

 

Thank you for the response. I have forwarded the details to the team for further investigation and I will update the thread once I hear back.

 

-Souvik

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