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As of a day ago Adobe Scan says Loading File but never loads

Community Beginner ,
May 01, 2022 May 01, 2022

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Latest iPhone version of Adobe Scan just says "Loading File" with a progress circle under it on a gray background when you click any of my already scanned pdf files. Same for trying to share them.

 

Everything was fine before the latest app update. I'm on an iPhone 13 Pro with latest iOS version and latest Adobe Scan app. Restarting app doesn't help. Network works fine. If I go to Adobe online the pdfs DO open correctly. Just the app has the issue. 

Ideas?

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iOS , Modify scanned documents , Share scanned document

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correct answers 1 Correct answer

Adobe Employee , May 02, 2022 May 02, 2022

Hello Jay,

 

Sorry for the delayed response and for the experience you had with opening up the scans.

 

As per the above description, since you already have all the scans safe on the online portal, please try the below steps once:

1. Log out of the application once.

[ Please be informed that if any file is under the process of uploading, there is a high proabability that the file  will be lost. In this case, I would rather suggest you to wait for it to complete uploading or if you have it in bac

...

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Community Beginner ,
May 01, 2022 May 01, 2022

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As an addition, a newly scanned document DOES open. Anything scanned earlier does not open. (All earlier document show in the list on the Adobe Scan home page but won't open.)

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Community Beginner ,
May 01, 2022 May 01, 2022

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More info for troubleshooting. The newly scanned file is still uploading. Typically it takes a second or two to upload at most but still says uploading next to the thumbnail image of the new pdf file on the Adobe Scan home page of the app after 10 minutes or more.

I've changed WiFi networks with no change. (Both WiFi networks are working fine with other apps and showing 100 Mbps up and down with no packet loss.)

see attached screen capture.

looks like someone broke the app!

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Adobe Employee ,
May 02, 2022 May 02, 2022

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Hello Jay,

 

Sorry for the delayed response and for the experience you had with opening up the scans.

 

As per the above description, since you already have all the scans safe on the online portal, please try the below steps once:

1. Log out of the application once.

[ Please be informed that if any file is under the process of uploading, there is a high proabability that the file  will be lost. In this case, I would rather suggest you to wait for it to complete uploading or if you have it in backup, you can proceed with it. ] 

2. Restart the device;

3. Sign in back with the same e-mail address and then check.

 

Thanks,

Souvik.

 

 

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Community Beginner ,
May 02, 2022 May 02, 2022

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This was happening on two iPhones using two different Adobe logins. Today it is working fine without me having logged out or anything else on one of them and still showing the same issue on the other.

If it doesn't resolve tomorrow we'll log out and restart the other iPhone...but my wife say not yet for that one.

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Adobe Employee ,
May 03, 2022 May 03, 2022

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Hello, 

 

Thank you for keeping us updated with the progress on the issue. 

 

If the above steps do not work, please let us know so that we can check further on this too.

 

Regards,

Souvik.

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New Here ,
May 04, 2022 May 04, 2022

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[Image]



รับ Outlook สำหรับ Android<>

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Adobe Employee ,
May 04, 2022 May 04, 2022

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@อนุสรณ์24137155bame 

 

Hello,

 

Thank you for your response. We are unable to see the image that you uploaded. Could you please use the Image button to browse and upload the file so that we can have a look into it to check further?

 

Thanks,

Souvik.

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Community Beginner ,
May 24, 2022 May 24, 2022

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Sir, its not opening any saved file present or past even after following all your directions. We are just handicapped regarding this. Please resolve this problem and help us.

 

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Community Beginner ,
May 04, 2022 May 04, 2022

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Following up that on our 2nd iPhone, logging off and back on solved the issue. Files upload now and open when tapped.

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Adobe Employee ,
May 04, 2022 May 04, 2022

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@JayJayJayJayJay 

Hello,

 

Thank you for taking out your valuable time and letting us know that it worked for you.

 

Also thanks for marking it as a correct answer so that other users can look into it and replicate the same.

 

Regards,

Souvik.

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Community Beginner ,
May 24, 2022 May 24, 2022

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I also have done this but no use. Please help.

 

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New Here ,
May 02, 2022 May 02, 2022

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Log off from your account, then open the app from App Store. Log back in then you will see your documents 

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Adobe Employee ,
May 03, 2022 May 03, 2022

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@welefrangi 

 

Thank you for sharing the updates from your end regarding the application working after logging out and logging back in.

 

@charliemyboy 

 

Could you please try the same steps as mentioned above and let us know if it works for you?

 

Thanks,

Souvik.

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New Here ,
May 05, 2022 May 05, 2022

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I have the same problem- since the last update uploading does not work. 
I tried the steps you mentioned- the problem is still there 

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New Here ,
May 02, 2022 May 02, 2022

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I have the same problem. It happened yesterday and after several tries with no luck I wnet to bed with my phone turned off. Same result today. Everyhing is fine until I go to save as pdf and then it just shows "Uploading.." forever. It's still showing that it's trying to upload from yesterday as well as today's scan. I'm set up to connect to Adobe Cloud and when I go there I see no sign of the files. Is there anyway to just abort the upload?

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New Here ,
May 05, 2022 May 05, 2022

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I have the same problem- since the last update uploading does not work 

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Adobe Employee ,
May 05, 2022 May 05, 2022

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@charliemyboy 

 

Hello,

 

Sorry for the delayed response.

 

As per the above description, since you are not able to see the files on Document Cloud as well, could you confirm if the e-mail address that you are signing in to is the same as that has the subscription with.

 

If it is the same, can you try uploading any file to document cloud using the upload option on the top right and then check if it works.

 

If it does, please sign out of the application-> restart the device-> sign in back with the same e-mail address that you did on the web portal and then check.

 

Thanks,

Souvik.

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Community Beginner ,
May 14, 2022 May 14, 2022

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Happening here also on two different iPhones on a wifi network and on a 4g network. So clearly not hardware specific or network specific.

Been 'uploading' each small file on each device for past 15 minutes.

"Please be informed that if any file is under the process of uploading, there is a high proabability that the file will be lost. In this case, I would rather suggest you to wait for it to complete uploading or if you have it in bac... "

Adobe Scan frequently loses data in this type of situation - why does it not simply cache the original scan to internal memory and then pickup where it left off after power-off/crash. Seems a basic requirement.

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Community Beginner ,
May 14, 2022 May 14, 2022

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OK so gave up and logged out of phones and rebooted then logged in again. Uploading now works properly (works in few seconds).

Clearly either an Adobe back-end or Apple-update-confusing-front end issue.

Adobe Scan really needs to start incorporating local save prior to uploading - this time I did not throw out paper original having been burned in the past so did not lose valuable information.

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New Here ,
May 16, 2022 May 16, 2022

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Same issue here. Signing out, reboot iphone and sign in to Adobe Scan with the same account again worked for me.

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Adobe Employee ,
May 16, 2022 May 16, 2022

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Thanks for letting us know about it. Our team is working on it to get it fixed on the upcoming updates. In the mean time, please try killing the application from the app switcher and then re-open it from app drawer and it should work.

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Community Beginner ,
May 16, 2022 May 16, 2022

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Ugh! - spoke too soon, issue reoccurred today - 'Uploading' for 15 minutes and still counting.

Clearly a backend issue or else an issue with the App interacting with the latest iOS updates.

Off topic - why is it with all these very wealthy global tech companies there appears to be a total absence of proactive behaviour regarding faults?

e.g. you would expect process to be:

1 - Multiple user posts in forum report issue

2 - Relevant team say they will investigate

3 - Team come back to explain issue and advise solution, temporary or otherwise until patch

Instead with most firms you get:

A - Multiple user posts in forum report issue

B - Possibility that software is at fault is ignored, instead users are told to do various acrobatic feats ranging from 'try rebooting' through 'try reinstalling Windows' through to 'move house and then buy new hardware'

C - User posts regarding issue grow to alarming numbers

D - Users are told again merely to examine their equipment if not their own souls as the software is unlikely to be at fault (bad enough when employees give this advice but even more irritating when given by 'amateur' advisers (who have amassed 90,000,000 points through dispensing ill-informed advice willy-nilly)

E - Time passes then either the company announces that a patch/update will be forthcoming - or avoid announcing at all in order to avoid 'blame'. (Had this happen to me with Norton/Msft Outlook after months of crashes).

Am aware that a lot of these problems are caused by defensive attitudes in product teams who don't inform the customer facing staff of day-to-day issues.

Honesty is usually the best policy in business as in life - sadly a lesson  that fails to be learned as stock prices soar notwithstanding.

 

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Community Beginner ,
May 16, 2022 May 16, 2022

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I'm the original poster about this issue and it has returned for me.

 

I now have two documents that say Uploading and are stuck...and I no longer have the original paper documents so I'm stuck. I cannot log out!

I did find that I can select to print the document and then print it to another cloud service to not lose my scanned pdf. 

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Adobe Employee ,
May 17, 2022 May 17, 2022

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This issue has been logged as a bug and our team is working on it to get it resolved in the next update.

 

In the meantime, we have a workaround. Please try to remove the application from the app switcher and then re-launch it from app drawer and uploading shall work as usual.

 

[Please make sure that the files currently in uploading queue have a backup on your local storage as removing the application from app switcher will also cancel the upload.]

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