All my scans saved in Adobe Scan have disappeared

[Ananjan5FB7]

I had a lot of scans taken and saved in Adobe Scan but today when i went to Adobe Scan all my previous scans were not showing there, i don't know whether they have been deleted or not. annd when I opened my Adobe Scan app it is showing the error message we're experiencing some issues on the server at this time. Please try again later. So will I get my previous scans back? If yes, then when? And how cani fix this issue or when will this issue be fixed by Adobe. Here are the screenshots.

[hun33081936pbzx]

Hello my files are visible in document cloud on my computer ("your documents > acrobat files > adone scan") and NOT in my adobe scan app in my phone. How can I bring my files back to the Adobe Scan app in my phone again? Both the adobe scan app on my phone and the document cloud on my computer use the same user id. 

[habonaama]

Important docues. Ffffuk adobe ..

 I miss small companies ... buy the way i am happily using ur apps for free . Fk u again .

[wu30581630o2ql]

I have same bug, I have been scan many files yesterday, but now I open my app files are all disappeared.

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

Yes, and I really sure I use this account for scan only!
2. Which platform do you experience the issue with? Scan Android, Scan iOS, DC web?

iOS
3. Are all the scanned files missing, or only some files?

All the scanned files missing.
4. When did the issue start? Any details about any actions taken then?

Today, I just scan files and open app today, then I found my files are all missing.

Yesterday I have opened the app and the files are alive, but today they are missing.
5. Scan app build version, device model, and OS version.

app version is 23.06.06

device model is iPhone 11

OS version is iOS 16.1.1

Hope the issue can fix.

[S. S]

Hi @wu30581630o2ql,

Sorry for your experience with Adobe Scan.

Can you check to log in here: https://acrobat.adobe.com/link/documents/ in the Adobe Scan folder if the files are there? 

Look forward to hearing from you.

-Souvi

[wu30581630o2ql]

Hi @S. S 

Thank you for the answer, and I check the link I saw an empty folder and the folder's modify time is today, but I do not modify anything, I just open the app to take the files I scanned yesterday.

  

Thanks.

[S. S]

@wu30581630o2ql,

I have shared all the details with the team to investigate further. 

While they do so, can you record your screen and share with me what happens when you scan a document and create a PDF? Also, in the same recording, can you log in to DC Web: https://acrobat.adobe.com/link/document/ in the Adobe Scan folder if the file does get uploaded there?

This will help us narrow the investigation to a specific point for better resolution.

-Souvik

[wu30581630o2ql]

@S. S 

I scanned and nothing happened.

The scan file is also upload to the folder.

<bottom> 

[S. S]

@wu30581630o2ql Is it possible to share a screen recording of the same?

-Souvik

[wu30581630o2ql]

@S. S 

Here is the link 

If any wrong step, please tell me.

Thanks.

[S. S]

Hi @wu30581630o2ql,

I am not yet able to access the screen recording link that you shared. Can you attach the file here on the community response or share it using Acrobat Drive? 

You can go to https://acrobat.adobe.com/link/home/, then upload the file and generate a public link to share it with me here.

-Souvik

[wu30581630o2ql]

@S. S 

I have uploaded already.

Please help me to check.

Thanks.

[wu30581630o2ql]

https://myppt.cc/ox5xZ 

[Varun G]

Hey Folks, immediately after scanning the document, I noticed there are no files in my account. My all scans suddenly disappeared. They are not there on Document Cloud as well as my files were synced with it. This happened at 4:15 pm India time. I had all the files till 4:10 pm today. What happened? I also tried reinstalling the app, didn't work.  Please help.

[S. S]

Hi @Varun G,

Can you check if the files are available here: https://assets.adobe.com/cloud-documents/ in the Adobe Scan folder if the files are available there?

Also, do you have an estimated number of files missing now?

-Souvik

[wu30581630o2ql]

@S. S @Do you watch the video above?

And how is my problem?

[S. S]

Hi @wu30581630o2ql,

I have already shared the information to the team for further investigation. 

I will keep you updated once I receive further updates from the team.

-Souvik

[wu30581630o2ql]

@S. S 
Ok, thank you very much.

I look forward to hearing good news.

[S. S]

@wu30581630o2ql Would you mind sharing if you experience the issue on the latest updates too?

-Souvik

[Ashruth30750901o47d]

The same issue has happened with me as well. I scanned a lot of files and some as recently as 2 hours back and now i am unable to see any one of them and the app says that i dont have any scans. Please solve this issue as some of the scans are very important.

[S. S]

Hi @Ashruth30750901o47d,

Please confirm if the uploads were completed in Adobe Scan before you closed the application.

If yes, please log in to https://acrobat.adobe.com/link/documents/ in the Adobe Scan folder and check if the files are available there.

-Souvik

[Ashruth30750901o47d]

All the scans were completed before i exited the app and also none of the files appear in the folder.

[Yun265234412wel]

Hi @S. S ,

I have exactly the same Issue. I also noticed that I have 0GB cloud storage in document cloud.

Here You may find some screenshots.

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

Thans a lot!

Best,

Yun

[Christine J.]

@S. S I just discovered the same issue 😞

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

I only use my school account and sign in with Adobe.
2. Which platform do you experience the issue with? Scan Android, Scan iOS, DC web?

Adobe Scan iOS
3. Are all the scanned files missing, or only some files?

All scanned files are missing from the Scan app. No scanned files appear at all in the Adobe Scan iOS app, Adobe Acrobat desktop app, or Adobe Acrobat web version. Weirdly, the two files I scanned with the iOS app on July 24, 2023 do appear on my Adobe Acrobat iOS app.
4. When did the issue start? Any details about any actions taken then?

I noticed the issue today, July 30, 2023. When I found my files were all missing on the Adobe Scan app, I scanned a file with the iOS app as a test, and the scan then appeared on my Adobe desktop app and on the web version.

5. Scan app build version, device model, and OS version.

app version is 23.07.18; device model is iPhone 11 Pro; OS version is iOS 16.5.1

[S. S]

Hi @Christine J.,

Thank you for sharing the details. I will open a support ticket with the team on the above details and will update the thread once I hear back from them.

-Souvik

[Yun265234412wel]

@S. S 

There seems to be some difference between the problems of @Christine J. and mine. I am not able to use the cloud storage completely. Christine lost her old files, but she can still upload new files to the cloud.