Skip to main content
Y
Yun265234412wel
Known Participant
July 26, 2023
Question

All my scans disappeared

  • July 26, 2023
  • 2 replies
  • 2102 views

I searched the forum and saw lots of related questions, but I didn't find any solution.

 

All my files in the document cloud disappeared and I could not see anything, no recent files, no scans.

 

I can log into https://acrobat.adobe.com/link/documents/files/, but nothing shows in the "Your Documents" tab.

 

Moreover, the lower left corner showed

 

0 GB of 0 GB used

NaN%
 
On my old Android phone, I can see all my files as thumbnails but I cannot download any them.
 

    2 replies

    M
    Mayca_Rojo Ariza8335
    Participant
    February 9, 2025

    Did you solve it? It happens the same to me and I have lost all my scans, I'm quite sad...

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    March 11, 2025

    Hi there

     

    Hope you are doing well.

     

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

    Which platform do you experience the issue with? Scan Android, Scan iOS, and Acrobat online. Please login to Acrobat Online (https://adobe.ly/4kH9YDR) 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.

     

    Also go through the help articles listed below and see if that helps:

    - https://adobe.ly/3Duuebl

    - https://adobe.ly/3FjomC5

     

     

    Y
    Yun265234412welAuthor
    Known Participant
    July 27, 2023

    Here are some screenshots.

     

    Aandroid phone, acrobat reader app:

     

     

     

    Android phone, adobe scan app: (2nd is trying to scan a new document, but cloud seems not available, "waiting to upload")

     

    Android tablet, reader app:

    android tablet, scan app (I can see the cached files but cannot download them)

     

    https://acrobat.adobe.com/link/documents/files/  (0 GB storage):

    https://assets.adobe.com/files. first show error then redirect to https://www.adobe.com/  immediately.

      S_S
      Community Manager
      S_SCommunity Manager
      Community Manager
      July 30, 2023

      Hi @Yun265234412wel,

       

      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.

       

      Also, thank you for sharing all the screenshots. I will be forward the information to the team and get back to you at the earliest.

       

      Look forward to hearing from you.

       

      -Souvik

      Y
      Yun265234412welAuthor
      Known Participant
      July 30, 2023

      Hi @S. S 

      Thanks for replying.

      1. I can confirm that I am using the single account, no social sign-in.

      2. All platform, including Windoes Acrobat application, Android phone, Android tablet, and in browser.

      3. All files. As I mentioned in my previous posts, I saw that I have 0GB storage in document cloud and have no access to the creative cloud. I cannot even upload any new scans.

      4. I notice that 3 days ago, but it might happen ealier. Once I found that my files were all missing from my new phone, I went to my old tablet, where I can still see some caches showing that my files were there, but I cannot download/open then from the cloud. Moreover, it ask me to update the app, otherwise I will not have access to my files. However after the updates, I cannot still see my file.

      https://community.adobe.com/t5/adobe-scan-discussions/all-my-scans-disappeared/m-p/13966559#M7055

      https://community.adobe.com/t5/acrobat-reader-discussions/all-files-disappeared/m-p/13970373#M101261

      On the tablet, it gives more information: the encryption key has been revoked and this content is no longer available. But i am a personal user any my device is not centrally maintained, I've no idea what's the encryption key.

      5. Scan: Version 23.06.05-regular. Reader: Version 23.7.0.28596.Beta, 

      However, I don't think its the problem of the apps. Files cannot be seen from https://acrobat.adobe.com/link/documents/files/, from any browser: Chrome, Firefox, Edge, all with the latest version. It's not the app cannot access the files, but rather the cloud storage is not available. 

       

      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices