Scan Pages Lost

[linzi_7944]

Hi there

I have been using the Abdobe Scan app on my Android phone. I recently scanned a document  3 days ago, however it does not appear to have saved the additional pages-the scan should have 12 and it only has 8. I have logged in to Adobe online and the additional pages are not there either. Is there any way to get these pages back? It definately scanned them at the time. Thanks

[Amal.]

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Hi @linzi_7944

Hope you are doing well and sorry for the trouble  you're experiencing. To help us diagnose the issue, could you please provide the following information?

1. Have you checked all possible accounts you might have used with Adobe Scan (e.g., Adobe sign-in vs. social media sign-in)?
2. On which platform are you encountering the problem? (e.g., Adobe Scan for Android, Adobe Scan for iOS, or Acrobat Online). Please log in to Acrobat Online (adobe.ly/3M1Odyv) with the same credentials used in the app and check if your files are visible in the Adobe Scan folder under the Documents section.
3. Are all of your scanned files missing, or is it only specific ones?
4. When did this issue first occur, and did you take any actions around that time?
5. Could you provide the Scan app build version, device model, and operating system version?

Thank you for your assistance!

Regards,
Amal

[linzi_7944]

Hi Amal

1)yes

2) Adobe Scan for Android. Not avilable on Acrobat online either.

3)only a few pages of this specific scan is missing. The pages that saved are the ones I scanned earlier in the day. I then added 4 additional pages and they are not there.

4) I scanned the document on 28/08/24 and noticed they were missing today.

5) app version 24.07.10-google dynamic

android

Samsung Galaxy A53

[Amal.]

Hi there

Please log in to Acrobat Online (adobe.ly/3M1Odyv) with the same credentials used in the app and check if your files are visible in the Adobe Scan folder under the Documents section.

Let us know how it goes.

~Amal

[linzi_7944]

Hi

No it is not there either- just the original pages without the additional ones. It seems as if it took the scan pictures but didn't save them?

Thanks

Linzi

[Amal.]

Hi Linzi

We are sorry to hear that, could you logout of the Adobe Scan application, reboot the device and re-login with the same Adobe ID and try to take another scan and see if it is getting saved on the Adobe cloud storage this time. 

Our engineering team is investigating this issue and need some additional info. Could you share the time, when you first observed this issue?

~Amal

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