Lost scan files

[Lubica71]

Hello,

I have scanned many large (100 pages) documents during December and they are unfortunately now lost. I cant see them anywhere, I tried my luck with customer support but nobody knew how to help me. I didnt delete any of them and I am 100% sure they were saved on cloud in December because I could access them from a different PC than at my home. They also werent shown in deleted files at cloud. I am really upset, these files are very important to me, I am not able to scan them again. I am paying for Adobe Scan Premium only because I wanted to save these files, which are now nowhere to be found. Please can you help me recover the lost documents/files? I dont know if I can reinstall the app on phone as someone mentioned this as a solution to the problem in another similar post, if it would not be only for worse - could it possibly delete these files on mobile phone if they are also saved locally? So I am lost, dont know what to do. Also I would like refund for paying for premium adobe scan with months beginning with January until this is resolved - since January I am practically not using the app, only waiting for a conclusion - if these files can be recovered. It is really suspicious that there are many similar posts now being submitted during the time when there were some changes done to the cloud. Sometimes it also shows I do not have premium in app, even though I do, other times it shows everything allright. Dont know if that couldnt possibly be the problem - that the files may have been deleted when my account was shown as free plan even though the premium plan wasnt cancelled and there may have been a bug that there wasnt enough space on cloud for these large documents when it was mistakenly showing my acc as a free plan.

Thank you so much for your help.

[S. S]

Hi @Lubica71,

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

[Lubica71]

Thanks for reply.

1. Yes I have and I didnt find anything lost.

2. I am using Adobe Scan app on Android phone and Acrobat online. Files are lost on both platforms, I cant see them on phone or Acrobat online.

3. All scanned files from December are lost. But occasionally I can see a scan file from 19.12. - sometimes the app/Acrobat online shows this file and sometines it doesnt, but I am not able to open it, it seems that the file is corrupt and there is nothing in it when I try to download it. I also tried to scan one page during January to try if there is still a problem with file saving, but that file is shown allright. But maybe the problem with files from December is that they were 100 pages large?

4. Scans were taken approximately during time period between 12.12. - 20.12. last year. On 22.12. I could see those files normally showing on app and also Acrobat online. I found out about missing scans on January 2 this year. I have contacted online customer support that day (or during next days) - the employees were transferring me between various departments or some of them completely hung up on mne and I didnt get any relevant help, last possibly helpful advice was that I should try to reinstall the app, and when I asked if that could not possibly result in erasing locally saved data and files from Adobe Scan on phone the customer support employee reaction was that he wasnt sure. So that is why I didnt proceed with this advice. Since then I had been very busy at work (unfortunately missing files also significantly complicate my situation at work, I really need them) so I was naively waiting if these files wont show up but they didnt so on Tuesday when I had more free time I tried posting details of my problem on this community discussion. I also tried to scan a test - one page document as I mentioned earlier and it is shown normally.

5. Scan app build version - Version 23.12.15-google-dynamic, Device model - Redmi Note 8T, OS version - Android 11 RKQ1.201004.002, MIUI Global 12.5.5

[Lubica71]

*3. To add, that corrupt file shown from 19.12. which is only sometimes visible (but even when it is shown on app/acrobat online I am still not able to open it) has a thumbnail with a grey lock symbol. 

[S. S]

Hi @Lubica71,

Thanks for sharing the info in detail.

Let me log a ticket for the team to investigate.

I will update the thread once I hear back.

-Souvik

[S. S]

@Lubica71 The team looked into it and saw only 2 available files on your account.

One is for Jan, 2024 and the other is for Dec, 2023.

However, there were 16 more files that had been called for deletion and have been successfully done.

Since those files have been deleted, we cannot restore them back to the account.

-Souvik