the "Waiting to upload.." bug

Report · May 20, 2019

Adobe scan has given me the same "waiting to upload..." message for two days. I installed the program two days ago, it has never uploaded a scan.

I'm using Adobe Scan v19.05.07. I have the Samsung S-9+. I have great wifi and a good cell signal. I have "allow cellular data usage" enabled. I've turned the phone off then back on. I've uninstalled Adobe Scan then re-installed the program. I've logged-off and logged back on. I don't have any problem uploading to any other cloud-based back-up services.

Report · May 20, 2019

Hi Michaelf,

Thank you for reporting this.

We have tried to replicate the behavior on our end. However, it works fine.

As you have already tried multiple troubleshooting steps, would you mind checking if the issue occurs on the alternate device too?

Please try to use the application on an alternate device and sign in with your credentials. Check if you experience similar behavior.

Also, try once to uninstall the application and reboot the device. Then re-install the application.

Please provide a few details as asked below:

- OS version on the device

- Are you scanning documents or using the image from photos on your device?

- Did you check if the issue occurs even when you scan a single page document?

We will be waiting for a response.

Regards,

Meenakshi

Report · May 20, 2019

Meenakshi,

I believe I've solved this problem.

This is how: I installed AdobeScan program on a friends phone, a Samsung S8, and it asked for an account, so I gave it my Adobe account, the one associated with DC, the same account I used on my S9, got into the program, made a test scan, and had the same poor result: "Waiting to upload..."

So I uninstalled the AdobeScan program from my friend's S8.

That's when I had the thought the problem may have something to do with one of the common factors- my Adobe account. so I uninstalled and reinstalled the AdobeScan program on my S9, but when it asked for an account to use, I chose my Google account, not the Adobe account- but both accounts use the same google email account. Adobe sent me a code via email to link the two accounts. I didn't know what the downside of doing that was, but I did it.

I then made a test scan using Adobe Scan on my S9, and the scan PDF uploaded straight away to the Adobe cloud.

It appears AdobeScan did not like my Adobe account as a stand-alone.

Thoughts?

Report · May 21, 2019

update: Abobe Scan is uploading the scans to a personal email account not linked to my Adobe account. I want Scan to upload scans to my adobe DC account. please advise, thx

Report · May 21, 2019

Hello,

It seems that the email address that you use for your Google account is different from the Adobe ID.

That is the reason your documents are saving to the Document Cloud account under the Google email address.

As you wish to save the documents to your old Adobe account, please sign out of the application.

- Uninstall the application and reboot the device.

- Re-install the application from the App Store.

- Sign in with your old Adobe ID

Let us know if the issue persists.

Regards,

Meenakshi

Report · May 21, 2019

Hello, I did what you directed.

Adobe Scan using the same email account on my phone device which matches my main adobe cloud email address, my phone device will not automatically upload to the adobe cloud, I get a "waiting to upload..." message.

Report · May 27, 2019

Hello,

Did you get a chance to check if you experience a similar issue on an alternate device with the same Adobe account?

We did try to replicate the behavior on our end, however, it is working fine.

Would you mind sharing your Adobe ID ( with which you are experiencing the issue) in a private message with us?

You may refer to the steps provided in the following help document to initiate a private message.

- How Do I Send Private Message

We will be waiting for your response.

Regards,

Meenakshi

Report · Feb 01, 2021

I have same issue. It's January 2021. Hey Adobe, many others have the same issue. An you fix this bug? Given your stock price you shoukk on d have plenty of resources.

Report · Mar 28, 2024

Same issue in 2024. With Google Pixel 6a.

Any resolution?

Report · Apr 01, 2024

Hi @Brad36394868ij9j,

Hope you are doing well. Sorry for your experience with Adobe Scan.

We were experiencing issues with our servers during the time you responded to the thread.

Would you mind trying again and letting us know if it works now?

If not, please share a few pieces of information for further investigation:

1. The app version of Adobe Scan you use (go to Home-> Profile-> About Adobe Scan);

2. The Android version of your device;

3. A screen recording of the issue.

Look forward to hearing from you.

-Souvik

Report · Jun 07, 2024

Continuing to have the same issue June 2024. Very disappointing and frustrating.

Report · Jun 17, 2024

Hi @Lyndsay37905929y5vh,

Hope you are doing well. Thanks for writing in!

Would you mind sharing the info asked above for the team to investigate the issue further?

Look forward to hearing from you.

-Souvik

Report · Aug 16, 2024

I'm also having this issue. I shouldn't have to do a task on multiple devices in the hopes that one of them will work; it should just work the first time, and I should be able to access the content from any of the devices. Isn't that the whole point of the cloud? Honestly.

Report · Aug 16, 2024

By the way, I got this when I clicked the link you shared on how to send a private message:

I'm also on an iPhone (v16.5.1) - not sure if that's relevant

Report · Aug 21, 2024

Hi @Brad36394868ij9j

Hope you are doing well.

Since the document still shows as "Waiting to upload," please check if the file is saved on Document Cloud.

Open Document Cloud and sign in using the same credentials as for the Adobe Scan app.
Navigate to Files > Adobe Scan folder and check if the file appears there. If it does, download a copy and save it in another location.
On your mobile device, sign out of the Adobe Scan app and restart the device.
If the issue persists, try uninstalling and reinstalling the app. Also, ensure that the app is updated to the latest version.

Please let us know if you continue to experience problems.

~Amal

Report · Nov 18, 2024

I have the same issue. On iPhone - the documents are not uploading to the cloud. I got a subscription today so that I could scan all my documents for my deadline on 19th. A waste of money for me as now I'll have to email over all the documents to myself. Don't see the point in paying £9.99 per month

Report · Nov 21, 2024

Hi there

Hope you are doing well and sorry to keep you waiting.

Have you tried the steps shared in my previous response?

In addition to those, also make sure you have a stable internet connection and try switching to different internet connections (Wifi, hotspot), etc, and see if that works.

~Amal