Participating Frequently

Answered

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

Forum|Forum|7 years ago
June 11, 2018
18 replies
10977 views

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?

This topic has been closed for replies.

Correct answer S_S

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.

M

mohammed30388434uhf1

Participant

I resorted to Adobe Scan as a haven, after research and comparison, it was supposed to be the best among the applications for scanning and saving with high accuracy .. I am working on photocopying a folder of old documents and manuscripts on which my research and studies are based. The manuscripts that I need to save are more than 400 page, last night I stayed up on my feet for about four hours straight, during which I photographed 220 pages and I was happy until that moment despite my extreme fatigue..but suddenly the application stopped working and I lost all my effort in the blink of an eye!! I worked again and reached 50 photos, and the same error was repeated and I lost again .. This is a Terrible

and bad situation .. There is no option in the application settings to select an option for immediate saving to the phone’s internal memory or the additional memory card, I did not find any way through which I can access all the work The hard work that I lost, I have a few hours to return the manuscripts and documents to their owner. These are valuable things that I reached with painstaking and tiring effort. This application stabbed me from behind when I leaned on it.. I don't know how to do!! I feel so angry and frustrated...

T

Tejanwesh30563302ssmp

Participant

Very irony situation:(

Its really hard to make such large documents its better to split them into multiple files with below 100 pages each, and to prevent it from filling up internal storage space & crashing too much only way thats working abit is, after taking all the captures we should not tap on save pdf immediately; at the screen we do all adjustments like filters & crop check we have to move slide by slide from 1st page to final page or in reverse order very very very slowly, then we can tap save pdf.

we've to pass to next only when the app finishes processing & loading the scanned prew of the current page, and yes this takes hous and hours.

Once we reach from one end to the othere we can do recrop or cleanup the pages one by one up to the end slowly.

Hope this helps you.

S_S

Community Manager

Hi @mohammed30388434uhf1 @Tejanwesh30563302ssmp,

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

Would you mind sharing the below pieces of information for 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/) 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

S

senthil2531059405dl

Participant

Hi..adobe scan taking unduly long time to load file..how to fix this?

S_S

Community Manager

Hello Senthil,

I hope you are doing well. I am sorry for your experience with Adobe Scan.

Is the issue you are referring to with a particular file or with all? Would you mind sharing a few details with us to investigate further?

1. The application version of Adobe Scan you are using;

2. The operating system you are using [Android/iOS] and its version;

3. A screen recording of the scenario happening.

In the meanwhile, you may try the below steps once:

1. Go to Settings-> General;

2. Click on Phone Storage-> locate Adobe Scan;

3. Once there, click the option saying Offload App;

Let me know if this helps.

Thanks,

Souvik.

B

Brian24611998khf8

Participant

Why am I pay for this and it's not loading my file

Harsh Vardhan Pareek

Community Manager

Hi @Brian24611998khf8

Hope you are doing well.

As per the issue description that the app is not loading your files. Would you mind sharing a few more details to understand the issue better?

OS name and version?
Application version?

Make sure that the app is updated to the latest version.

We are looking forward to hearing back from you.

Thanks,

Harsh

I

Ian LHR

Participating Frequently

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.

I

Ian LHR

Participating Frequently

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.

A

Andries24466445x2yt

Participant

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

M

Max24313580qsew

Participant

Hi,

I saw similar posts saying Adobe is not working anymore. There are no solutions. I have the same problem. Nothing loads.

is anyone actually working on a solution ?

grtz,

max

S_S

Community Manager

Hello Max,

Hope you are doing well. I am sorry to hear about your experience with Adobe Scan not working as expected.

Would you mind sharing a screen recording of the workflow you are following so that we can deep dive into the issue and check further?

While you do so, please check whether you are able to upload or send the files manually through the document cloud portal.

Link for Document Cloud: https://www.adobe.com/documentcloud

Thanks,

Souvik.

C

charliemyboy

Participant

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?

S

Stefan24326198cy37

Participant

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

C

Chima Henry

Participant

The pdf scanner is not loading on my 2 iOS devices . I have restarted, uninstalled and reinstalled to no avail.
kindly assist resolve as this is a very important tool for my business .

S_S

Community Manager

Hello Chima,

Hope you are doing well. I am sorry for the delayed response and the experience you had with the application.

As you have tried a few basic troubleshooting steps, would you mind sharing a few screenshots of the page where you are stuck at or a screen recording of the exact scenario where you are stuck so that we can deep dive into it and get the best resolution possible.

Thanks,

Souvik.

W

welefrangi

Participant

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

S_S

Community Manager

@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.

S

Stefan24326198cy37

Participant

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

J

JayJayJayJayJayAuthor

Participating Frequently

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.)

J

JayJayJayJayJayAuthor

Participating Frequently

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!

S_S

Correct answer

Community Manager

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.

K

Klaus22917448j6jd

Participant

I warnt to Open my scanned files but it is only showing a blanc space with a circle named "loading file". I am connected to the Internet i am loged in to my Account... i am using 8% of my storage... i have only the free version that allows ne to Scan an Save documents... the current Version 22.01.25 is installed...

so what can i do now? What is the Problem?

please help

B

BhupeshNegi

Community Manager

Hi @Klaus22917448j6jd,

We apologize for the issue. To resolve this concern, kindly help us with the information below.

Are you having trouble with this issue while opening a single pdf or all of them?
Could you please elaborate on the workflow if you are trying to open the file from your current scan or a file saved on local/cloud?

If you are using mobile data to open the document, try connecting to Wi-Fi and opening the document or vice-versa. Also, try to sign out and sign back in the Adobe Application. Kindly reach us back with the information mentioned above; we will help you accordingly.

Thanks,

Bhupesh

Show more replies

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded