Skip to main content
A
atelierhirsch
New Participant
January 22, 2024
Question

All Scan files gone

  • January 22, 2024
  • 1 reply
  • 1067 views

Hi there.
All my scans in my mobile Adobe Scan App on my iPhone have completely disappeared since last December. I use only one account and I am the only user. The only files I find online in my Adobe account are the ones saved as PDF.

Please help!

Markus

    1 reply

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    January 22, 2024

    Hi @atelierhirsch,

     

    Hope you are doing well. Sorry for your experience with Adobe Scan.

     

    Would you mind sharing a few more pieces of information for a better 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/link/documents/) 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

    A
    atelierhirschAuthor
    New Participant
    January 22, 2024
    Dear Souvik.

    1. I have no other accounts and always log in via ADOBE.

    2. I use iOS16.7.4 on an iPhone 8 and the missing Documents are not online available.

    3. All the scanned files are missing. It seems to be wiped clear.

    4. The Files were still there when I checked last on January 19th 2024 and I noticed them missing today.

    5. Scan App Version 19.09.21, Device iPhone 8, iOS16.7.4

    Thank you for checking!

    Markus
    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    January 23, 2024

    Thanks, @atelierhirsch, for sharing the details.

     

    I have shared it with the dev team to investigate further. I will update the thread once I hear back from the team.

     

    -Souvik

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