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All Scan files gone

New Here ,
Jan 21, 2024 Jan 21, 2024

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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

TOPICS
iOS , Manage scanned documents , Save files

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Adobe Employee ,
Jan 22, 2024 Jan 22, 2024

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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

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New Here ,
Jan 22, 2024 Jan 22, 2024

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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

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Adobe Employee ,
Jan 23, 2024 Jan 23, 2024

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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

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Adobe Employee ,
Jan 24, 2024 Jan 24, 2024

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Hi @atelierhirsch,

 

Would you mind updating the application to the latest version?

 

Looks like you are using an obsolete version.

 

-Souvik

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