App Hangs when trying to use Adobe ID

[stephenp99007247]

The Adobe Scan app hangs when I try to login with an Adobe ID. Using Android version 13 on a Pixel 6 Pro. When I click "Already have an Adobe ccount? Sign in or sign up." it hangs and never allows me to loing.

[Gixxxa75]

Turn off your WiFi and use the 4G/5G mobile data for the intial set up log in.

[S. S]

Hi @stephenp99007247,

Hope you are doing well. Sorry for your experience with Acrobat Reader Mobile.

As mentioned above, have you tried switching to a different mobile network? This is a very good way to look for any blockage to the IP from the WiFi's ISP.

Please let us know if this helps.

-Souvik

[stephenp99007247]

Yes, I've tried it both over wifi and mobile data and neither work.

[S. S]

@stephenp99007247 @Gixxxa75 Would you mind sharing a screen recording of the situation to better understand?

This will help us investigate better and get to a fix soon.

-Souvik

[stephenp99007247]

[S. S]

@stephenp99007247 Thank you for sharing this. I will forward the information to the team for further investigation.

While I get further updates, would you mind trying the below steps:

1. Go to settings;

2. Apps-> Adobe Scan;

3. Click the button saying "Clear Cache"

Once done, restart your device and try again.

-Souvik

[S. S]

@stephenp99007247 

In addition to the above steps, please share the below information:

• What app version do you have? In Playstore, search for Adobe Scan, then check the version number at the end of What’s new. The latest is 23.03.09-regular.
• Did you ever log into Adobe Scan on this device, or is this your first attempt?
• When did this problem start to happen? After the new installation? After an update?
• Also, check if the files are still on the Online Storage portal (https://acrobat.adobe.com/link/documents/files/ > Adobe Scan folder). Can you try uninstalling and reinstalling the Scan app on his Android device, then try logging in again?

Please share the information so our team could investigate further.

-Souvik

[stephenp99007247]

Version 23.03.09-regular

Yes, I've logged in before previously. This began sometime between 1/16/23 and 3/10/23.

My files are still accessible on the doc cloud.

[S. S]

@stephenp99007247,

Thank you for the information. I have shared this forward and will get back to you at the earliest.

-Souvik

[stephenp99007247]

I recently tried installing an older version, 22.12.16-regular and that is failing as well.