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Files on AdobeScan all disappeared

New Here ,
Mar 16, 2023 Mar 16, 2023

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I used adobe scan app and those are stored on adobe cloud.

Membership was expired for a while but the files were still there. However, today they all disappeared!

There are lots of important information. Help me please.

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Adobe Employee ,
Mar 18, 2023 Mar 18, 2023

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Hi @Scanfiles,

 

Hope you are doing well. 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..

 

Look forward to hearing from you.

 

-Souvik

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New Here ,
Apr 07, 2023 Apr 07, 2023

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1. I used the same account.

2. Scan iOS

3. All files disappeared.

4. It happened before Mar 16.

5. I used the latest model, maybe around 16.4.1. Also, all the information has been deleted when I logged into adobe on the desktop.

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Adobe Employee ,
Apr 07, 2023 Apr 07, 2023

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@Scanfiles Thank you for the details.

 

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

 

-Souvik

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Adobe Employee ,
Apr 20, 2023 Apr 20, 2023

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@Scanfiles 

 

Please login to Acrobat Online (link insert here 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.

 

-Souvik

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