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When scanning, says "Can't complete. File Doesn't exist"

New Here ,
Jul 05, 2020 Jul 05, 2020

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I've been using Adobe Scan mobile app for a few days and have loved it. Now today, when I'm taking a picture to scan, it says it can't complete because file doesn't exist. I'm just trying to take the pictures to turn into a PDF. How do I fix this?

TOPICS
Crash or freeze , How to , iOS , Manage scanned documents

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Adobe Employee ,
Jul 06, 2020 Jul 06, 2020

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Hello, 

Thank you for sharing your experience.
Sorry to hear about your issue. A couple of things you should check, 1) Your device is connected or have active internet connection. 2) Try sign-out and sign back in. 
If that doesnt help, try restarting your device and check if that fixes your issue. 
If any of the above suggestions doesnt work, help us with the following information:

  • Make and model of the device.
  • Os name and version. App version installed on your device.
  • Screenshot of the warning/error message you are getting.

Regards,

Tariq 

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New Here ,
Nov 09, 2022 Nov 09, 2022

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I am having this issue too. 

iPhone 11

ios 15.6.1

scan version 22.10.17

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Adobe Employee ,
Nov 09, 2022 Nov 09, 2022

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Hi @Hannah27044251b6ah

 

Sorry to hear about your experience.

 

Would you mind checking if you've enough storage on your Adobe Cloud Storage? To do so, you can log in:

https://acrobat.adobe.com/  and prevent the available storage. 

 

This could be one of the reasons you're getting the error. The second could be if your internet connection fluctuates or you're not connected to an active internet connection, as the default location for saving your Scans by Adobe Scan is Adobe Cloud Storage, which requires access to internet services.

 

Hope this helps.

 

-Souvik.

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New Here ,
Nov 09, 2022 Nov 09, 2022

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Hi,

yes I've got enough storage. It has also happened after I have deleted any saved files on my cloud

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Adobe Employee ,
Nov 09, 2022 Nov 09, 2022

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@Hannah27044251b6ah Thanks for the inputs.

 

Can you share a screen recording of the event for better understanding and investigation?

 

-Souvik.

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New Here ,
Nov 13, 2022 Nov 13, 2022

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Hi, I can't screen record but I have taken a screenshot of each stage of what is happening. 

1. I scan a document

2. I press 'Save PDF'

3. The PDf begins the loading/saving process

4. The error occurs

 

I hope that helps.

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New Here ,
Nov 13, 2022 Nov 13, 2022

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