Missed documents

[Celica_]

I can't find my files saved in the app after I changed my iPhone and redownloaded the app.

How can I find the files? Are they lost?

[S. S]

Hi @Celica_,

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.

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

Also, would you mind checking on the Adobe Cloud Storage portal if the files are available there or not: https://adobe.ly/4jsAM9q, and going to the Scan folder.

Look forward to hearing from you.

Regards,
Souvik.

[Celica_]

Thank you for your reply, Souvik.

1. I don't remember whether I made an account. If  I could scan without making an account, probably I didn't make it.

2. Scan iOS

3. All but one file. 
(When I launched the app first time with my new iPhone, I glanced at the file name list of my files, but I couldn't see it any more.)

4. I didn't make any specific backup with the app (though I made the backup through iCloud), and I launched the app in my new iPhone, I couldn't find almost all files I scanned before.

5. Before: ver. 25.06.02/iPhone 12 mini/?

After: ver. 25.06.02/iPhone 15/iOS 18.5

I hope my English sentences make sense.

[S. S · Accepted solution]

Thanks, @Celica_, for the response.

Adobe Scan has a mandate for account creation, post which you can start scanning files, as the initial save location is the Adobe Cloud Storage.

Can you please log in to https://adobe.ly/3Hv78Db and see in the Adobe Scan folder if the files are present? 

This will help us understand and narrow down the approach we take in getting to a resolution.

Let us know how it goes.

Regards,
Souvik.

[Celica_ · Accepted solution]

Thank you for the response.

I logged in the above URL, and I still couldn't find my files.

After that I logged in using a different account and finally found all af my files.

Thank you very much!