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Document Missing

New Here ,
Jul 28, 2023 Jul 28, 2023

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My prev documents are not there . Its just vanished . Please help me out to get back my docu pls

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Manage scanned documents

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Explorer ,
Jul 29, 2023 Jul 29, 2023

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Hi @Bidhan31370524vbad ,

I think I have the same issue. Could you please check on a PC https://acrobat.adobe.com/link/documents/files/, if you have 0GB storage (lower left corner) in the document cloud? 

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Adobe Employee ,
Jul 30, 2023 Jul 30, 2023

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Hi @Bidhan31370524vbad @Yun265234412wel,

 

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

 

Would you mind sharing a few pieces of information for further 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

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Explorer ,
Jul 30, 2023 Jul 30, 2023

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Hi @S S. 

Thanks for replying.

1. I can confirm that I am using the single account, no social sign-in.

2. All platform, including Windoes Acrobat application, Android phone, Android tablet, and in browser.

3. All files. As I mentioned in my previous posts, I saw that I have 0GB storage in document cloud and have no access to the creative cloud. I cannot even upload any new scans.

4. I notice that 3 days ago, but it might happen ealier. Once I found that my files were all missing from my new phone, I went to my old tablet, where I can still see some caches showing that my files were there, but I cannot download/open then from the cloud. Moreover, it ask me to update the app, otherwise I will not have access to my files. However after the updates, I cannot still see my file.

https://community.adobe.com/t5/adobe-scan-discussions/all-my-scans-disappeared/m-p/13966559#M7055

https://community.adobe.com/t5/acrobat-reader-discussions/all-files-disappeared/m-p/13970373#M101261

On the tablet, it gives more information: the encryption key has been revoked and this content is no longer available. But i am a personal user any my device is not centrally maintained, I've no idea what's the encryption key.

5. Scan: Version 23.06.05-regular. Reader: Version 23.7.0.28596.Beta

However, I don't think its the problem of the app, but rather the cloud storage problem. I highly suspect it's caused by the migration of the document cloud.

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Adobe Employee ,
Jul 30, 2023 Jul 30, 2023

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@Yun265234412wel,

 

Thank you for the response. I have forwarded the details to the team for further investigation, and I will update the thread once I hear back.

 

-Souvik

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Explorer ,
Jun 11, 2024 Jun 11, 2024

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Dear Souvik,

 

are there any news about my account and my documents. It's still saying that "You do not have access to this service. Contact your IT administrator to gain access." Hope to hear from you soon. Thanks a lot.

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Adobe Employee ,
Jun 17, 2024 Jun 17, 2024

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Hi @Yun265234412wel,

 

Hope you are doing well. Thanks for writing in!

 

Last time I hear from the team, there were some issues with the region for your account.

Let me revisit on this with the team and get back to you at the earliest.

 

Thanks,
Souvik

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