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.

[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.

[S. S]

Hi @Yun265234412wel,

Yes. The issues are entirely different, with two aspects to the situation.

For @Christine J.'s case, a different team would be looking into it, while for you, we have a separate team looking into it.

-Souvik

[S. S]

Hi @Christine J.,

The team found five files in your Adobe Scan folder in the back.

I have shared the file names with you over a private message. Please check and let me know if these are the files you were referring to.

Look forward to hearing from you.

-Souvik

[Christine J.]

Hi Souvik, thank you for your continued assistance. I replied to your DM as well, but those were not the lost files. Those were newly scanned files since July 24. 

[S. S]

Hi @Christine J.,

Those were the only files we could find on your account.

Would you mind checking with any other account that you might have?

-Souvik

[S. S]

Hi @Christine J. 

Would you mind sharing the latest status on the issue? Are you able to see the files now?

[S. S]

Hi @Christine J.,

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

[S. S]

@wu30581630o2ql We might have concluded, which might fix the issue for you and all future users.

Would you mind getting on a call with me to discuss the issue further? If yes, please confirm your preferred email address, time zone, and time so I can share the call details.

Thanks,

Souvik

[Noelle308154695es6]

Hello I have the exact same problem and I would urgently need a solution for it what can I do I tried every method that was mentioned below but nothing works

[ZoeyFarmGirl]

I have the exact same issue. I've scanned files for years and now they're all gone - but they were there the last time I checked! Please help these were really important files!!! 

[ZoeyFarmGirl]

@S. S - Forgot to tag.

[S. S]

Hi @ZoeyFarmGirl,

Would you mind sharing the below asked 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 (link insert here 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.

-Souvik

[Marwa32045134aq63]

I have the same issue! Months worth of research for my MA dissertation which is due in a week! I can not travel again to scan these documents which have just vanished!!! they were there this morning then suddenly gone. Please HELP!

[S. S]

Hi @Marwa32045134aq63,

Would you mind sharing the information asked above for better understanding and assistance?

-Souvik

[Stephie32945883bsif]

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

Yes, I have. 

2. Which platform do you experience the issue with? Scan Android, Scan iOS, DC web?

Scan iOS

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

All

4. When did the issue start? Any details about any actions taken then?

Just noticed it today: 10/16/23 when I went into the app.

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

23.01.24; iPad Pro, iPadOS 16.6.1

[S. S]

Hi @Stephie32945883bsif,

Thank you for sharing the details.

We have logged a ticket for the team to investigate.

-Souvik

[Celine33101882q88v]

I have a major problem, years of scans suddenly disappeared from my Adobe Scan mobile and also from Adobe Cloud. There was recently a new scheme to use a Business account and a personal account. But all my scans have disappeared! There is nothing in the deleted folder. Where are my files? Please help!

[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. 

[S. S]

Hi @hun33081936pbzx,

Hope you are doing well. Sorry for the trouble.

Would you mind sharing screenshots of what you see on both the desktop app and on the your phone for me to share it with the team.

This helps us investigate the topic further.

-Souvik

[hun33081936pbzx]

Hello @S. S 

Thank you for the reply. Please find the screenshots attached.

 

 

[S. S]

Hi @hun33081936pbzx,

Thank you for sharing the screenshots.

Would you mind getting on a call with me to discuss the issue further? There are certain areas I would like to touch base upon and get those to the team to investigate.

If yes, please let me know if the email address registered on the community would be your preferred mode of communication and I will share further details using my official Adobe Account.

-Souvik

[hun33081936pbzx]

Yes that is my email address.
Sent from my iPhone

[hun33081936pbzx]

Yes that email address is my preffered mode of communication.

@S. S 

thank you for your support

[S. S]

@hun33081936pbzx 

I have shared an email with you.

Kindly check and revert so I can make the necessary arrangements.

-Souvik