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Files gone after two days

New Here ,
Feb 16, 2023 Feb 16, 2023

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I scanned like 20 important documents two days ago, and now, they are all gone.

I clicked save and now i cant see them neither on my app (did it with phone) neither on the website.

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Community Expert ,
Feb 16, 2023 Feb 16, 2023

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Hi

Can you tell us which Adobe application you're using so we can move the thread to the correct forum

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New Here ,
Feb 16, 2023 Feb 16, 2023

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I am using Adobe Scan application, thank you.

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Community Expert ,
Feb 16, 2023 Feb 16, 2023

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in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

 

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

 

<moved from using the community>

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Adobe Employee ,
Feb 17, 2023 Feb 17, 2023

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Hi @Edvinas28436048xfhi,

 

Sorry for your experience with Adobe Scan.

 

We would like to have some more information to dig into the issue:

  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, DC web? 
  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.

 

Please share the above answers so we can speed up the investigation process.

 

Look forward to hearing from you.

 

-Souvik.

 

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New Here ,
Feb 18, 2023 Feb 18, 2023

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Hello,

 

1. I've always been logged in, with my one gmail account, but I will see if any other account has these documents;

2.Scan iOs;

3.All the files, when i started scanning, i could even see files from 2021, which made me feel safe, that for sure the files will be saved, when i turned it on for scanning two days after, all these files (including 2021 files) were gone.

4. On tuesday, I did a lot of scans (around 40), nothing special happened, i scaned, and left them, didnt share or anything, since i wanted to do it after my work shift ends, as i said, two days after, all the files before February 16th were gone.

5.I used current newest version of Adobe Scan on apple App store

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Adobe Employee ,
Feb 19, 2023 Feb 19, 2023

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@Edvinas28436048xfhior, Thank you for the response. 

 

I am forwarding the response to the team for further investigation.

 

-Souvik.

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