Over 250 pages of scans have disappeared

[Американская255364086ow5]

Over 250 pages of scans have disappeared. I got message that Acrobat Scan had closed unexpectedly and over 250 pages of scans (not converted to pdf yet) had gone. What do I do? Please help. Thank you 

[S. S]

Hello,

I hope you are doing well. I am sorry for your experience with Adobe Scan.

Please share a few pieces of information for us to investigate better:

1. The application version you are using;

2. The operating system version you are using;

3. Does the crash happen often or it was just one case with a larger scan?

Also, you might check with the online document portal if the files are available there as a backup.

Thanks,

Souvik.

[Anam Malik]

I have facing same issue plzzz help me for this 

[S. S]

Hi @Anam Malik,

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

[rocsandford]

Hey Souvik I have the same problem.  It's happened three times when I've scanned longer books (180 pages odd).  Adobe scan just gives me the message saving as pdf but it never actually saves anything.  Happens with different books. Latest operating system etc, iPhone 15 max.  

[S. S]

Hi @rocsandford,

Sorry for the trouble. 

We suggest making scans of smaller segments to avoid overuse of the phone's processors. There could be two reasons why this happened:

1. Issues with the bandwidth of your internet connection (please try with a smaller segment and let us know if the issue persists)

2. The processors had a memory drained out, which caused the error.

Would you mind sharing a screen recording of the issue for a better understanding and assistance?

Look forward to hearing from you.

-Souvik