Lost all scanned documents.

[Jeel_Chahwala]

I am unable to find any scans of my past documents suddenly. I lost all of them, I haven't uninstalled or logged out of my account still facing this issue. Please help as I need those files. 

[manish_0130]

I have lost a file

[S. S]

Hi @manish_0130 @Jeel_Chahwala,

Hope you are doing well. Sorry for the trouble with using Adobe Scan.

We have a few questions related to it, which will help us investigate the issue further:

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 (link insert here https://adobe.ly/3UX5tJX) 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.

Regards,
Souvik.

[Jeel_Chahwala]

• I tried to login from acrobat online but cannot find any files. All of the files are missing since 2 days. I checked 2 days ago. A few days ago similar issue happened but it got resolved after I updated the app. But currently my app is updated and so is my phone. Those were really important documents. Please help me out. This has happened after the update I feel. 

[S. S]

Hi @Jeel_Chahwala,

Thanks for the response.

I checked your account, and I do not see any usage of the storage quota associated with this email address. 

I'd recommend checking the email address you are using to sign in to Adobe Scan.

Since you are using an Apple device, there is a high chance that you used a masked Apple ID, which could cause a misidentification of the account credentials, resulting in the files not showing up.

You can check if that is the case by going to your device's System Settings > Profile > iCloud > Masked IDs.

Let us know how it goes.

Regards,
Souvik.

[philipp_2863]

Dear Support Team, I am facing the same issue of not being able to access any of my files. When I open the Adobe Scan App on my iPhone, it tells me "loading" but no documents are ever displayed. This issue occurs since 1 week now. Closing/Reopening or logging in again does not solve the issue. I also checked in the settings of iOS and I am not using any masking of my ID but I am registered via my Apple account. Kindly support how I can access my files again. Thanks

[Amal. · Accepted solution]

Hi there 

Hope you are doing well and sorry for the trouble you are experiencing. 

Missing files can occur for several reasons, including accidental deletion or syncing issues with cloud storage. Sometimes, files may not appear because they were saved under a different account or folder. Additionally, if an application crashes or malfunctions, it can lead to lost data.

To prevent this, regularly back up your files and ensure you’re using the correct account for storage

• Check your account: Ensure you are logged into the same account on both Adobe Scan and Adobe Cloud storage.
  Note: make sure you are using the correct account under the same email when sign-in
• Verify cloud storage: Visit Adobe cloud storage to see if your documents are saved under the Adobe Scan Folder and ensure you have enough storage available on the Adobe Cloud.

• Save and sync: After scanning, select the Save PDF option and wait for the file to fully sync to the cloud before closing the app.
• Regular checks: Regularly check your files in Adobe Cloud storage to ensure they are uploaded and accessible.

Also, please check the help page https://adobe.ly/4mEpGQQ and see if that helps

~Amal

[philipp_2863]

Hi Amal,

thanks for the hints. I opened acrobat.adobe.com and there I can see all my scans. 
Anyhow in the Scan-App the files are not loading. How can they be transfered from the Web to the Scan-App?

[Amal.]

Hi there 

We are glad to hear that you were able to find all of your scanned files. 

Please try updating the Adobe Scan app to the latest version available on App/Play Store and reboot the device once and re-login to the app with the same Adobe ID as used on the document cloud and see if that works. 

~Amal

[philipp_2863]

Hi Amal. Your above mentioned steps solved the issue and I can now see again all my scans in the Adobe Scan-App. Thanks for the swift support and have a great weekend.