I lost my files after the update

[Marcos5EEC]

HELPP!
I had numerous files saved in Adobe Scan, but after the update they asked to login again. I have already logged in with all possible emails, Facebook, by the Apple id, but in none of them do I find my files, they just disappeared all, and they are important files that I need urgently, which have always been saved in the cloud of the icloud backup !! Can someone help me?

[Ria Tagra]

Hi Marcos5EEC,  

We are sorry, you're having difficulties. Could you help me with few details to understand your issue better?  

1. Make and model fo your device?
2. Application version?  

To check your document cloud:  

Adobe Scan saves the documents as PDF in the Adobe Document Cloud. You may check your saved files over here, Open the link Adobe Document Cloud. 

• If you are not uploading the files to Adobe Document Cloud or saving it to any other location, then the files will be deleted permanently.  

It is not possible to retrieve the files once deleted directly from the application.  

I would suggest you always save a copy of the file to some other location or you can upload the files to Document Cloud.  

If the files were saved within the application, they are by default uploaded to Document Cloud.  

1. Open Document Cloud and sign in with your Adobe ID and the password.   
2. Then go to Files > Document Cloud > Adobe Scan folder.  
3. Here you will see the Adobe Scan folder. Please look for your files here.  

Otherwise, there's not much we can do to recover those files for you.   

For more help refer to: https://helpx.adobe.com/in/mobile-apps/help/adobe-scan-faq.html  

Let me know how it works at your end. If you have any further queries please feel free to reach. 

Regards  

Ria  

[Eva2735484498g2]

After loosing all my files as well, I am never going to use this app again.  They were all locked so that I couldn't email them, so I thought updating the app would help. Now they are gone.  What I thought was a great app is now going to be deleted. I spent 5 hours gathering these scans and they are now gone.

[S. S]

Hi @Eva2735484498g2,

Hope you are doing well. Sorry for your experience with Adobe Scan and the delayed response.

Would you mind checking if the files are available on Adobe Cloud Storage? You can log in using the same credentials and check in the Scan folder if the files show up there: https://acrobat.adobe.com/link/document/.

Hope this helps.

-Souvik.

[S. S]

Hi @Eva2735484498g2,

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.