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Three files disappeared from Adobe Scan and Document Cloud

New Here ,
Jun 08, 2022 Jun 08, 2022

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Hello, 

I recently traveled to France to visit archives and scan documents. I spent 4 days scanning documents, and when I tried today to move the files onto my computer, three of them gave me an error message saying they could not open the file. I tried to close and reopen the app, and when I reopened it, the files were completely gone. I am not sure if they were on the document cloud before this happened, but I checked the document cloud and they weren't there either. I saved these files the same way as all the other ones that are still there. Is there any way to recover them? I have no way of rescanning them as I have now left Paris and can't return. 

 

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Adobe Employee ,
Jun 13, 2022 Jun 13, 2022

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Hi @Kiera247781757o4d 

 

As mentioned that the files were not opening in the Scan app. Would you mind sharing a few more details to understand the issue better?

  1.  Have you confirmed that the scans are saved after scanning?
  2. Check the scans on https://acrobat.adobe.com if you can open them?
  3.  Application version?

Make sure that the app is updated to the latest version.

 

We are looking forward to hearing back from you.

 

Thanks,

Harsh

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New Here ,
Jun 18, 2022 Jun 18, 2022

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1. Yes, I confirmed that they were saved. They appeared in my list of files in the Adobe Scan app after I saved them. 

2. They are not on the document cloud online. I am not sure if they were there before and they disappeared, the same way they disappeared from my phone, but they are not there now.

3. I am not sure what this means, but they are not on the Adobe Scan application either. They were there, and then I closed and reopened the app and they were gone. 

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