Hello Chima,   Hope you are doing well. I am sorry for the delayed response and the experience you had with the application.   As you have tried a few basic troubleshooting steps, would you mind sharing a few screenshots of the page where you are stuck at or a screen recording of the exact scenario where you are stuck so that we can deep dive into it and get the best resolution possible.   Thanks, Souvik. ... View more

Hello Bhavish,   Hope you are doing well. I am sorry for the experience you had with Adobe Scan.   Just so that we can confirm, could you please log in to documents cloud portal and check if the scans show up there? Link for Documents cloud: Adobe Acrobat Documents   If the files do show up there, please try the below steps once: 1. Log out of the applicaiton [* Please make sure there are no files being uploaded when logging out of the application as they might be lost *] 2. Restart the device. 3. Log in back to the application.   Let me know if it helps.   Regards, Souvik. ... View more

Hello Vishwananth,   Have you checked on hte document portal if the files are there or not? It could be that you are signed in with a different e-mail address on the application than the one on which you have your susbcription and all the files.   Thanks, Souvik. ... View more

Hello Diana,   Hope you are doing well. I am sorry for the delayed response and the experience you had with the application.   Thank you for sharing the screenshots. While we check on this, I would suggest you to try using the online portal and check if you are able to access the file there. To login to the online portal, please click: Adobe Acrobat Documents   If the files are accessible through this link, let us know so that we can deep dive into the issue and check further.   Thanks, Souvik. ... View more

Hello Angelika,   Hope you are doing well. I am sorry for the delayed response and the experience you had with Adobe Scan.   Please try force quiting the application once if it gets stuck the next time and then try agein and let us know if it works.   [* Please make sure there are no files on upload at the time when you force quit the application *]   To force quit the application, swipe up from the bottom of the screen, the different open applications would show up-> swipe up on Adobe Scan to force close it.   Let me know if it helps.   Regards, Souvik. ... View more

Sorry for the delayed response.   We tried reproducing the issue on our end but things were working fine for both the uploading part and opening it on either platforms later.   You might once try to remove the keychains from your device and then try to re-login on to the application and check.   Thanks, Souvik. ... View more

Hello Alberto,   Hope you are doing well.   As per the above description, I understand that you want to locate your files separately using Adobe Scan through the explore window.   Even though this feature is directly not available within the application itself, we have a work around for this.   You can use your photos app on the phone and seelct the picture you need to import and use the share option to import it to Adobe Scan.   To know more, please click the link: Manage Scans — Adobe Scan for iOS   Hope this answers your question.   Thanks, Souvik. ... View more

Hello Henry,   Hope you are doing well. I am sorry to hear about your experience with Adobe Scan unable to transfer the files.   However, thanks for letting us know the fix of it as well. This would be help for our other users as well who might be looking for the same solution.    I am marking this as a correct answer.    Regards, Souvik. ... View more

Hello Lonela,   Hope you are doing well. I am sorry for the experience you had with converting DOCX file to PDF.   Also, as per the screenshot, it shows that a conversion is in progress due to which the file is unable to open. Would you mind explaining exactly what is the issue you are experiencing here? Does the conversion get stuck or are you facing any issues after the conversion is complete. Please let us know about it so that we can check further and assist you accordingly. A screen recording of the entire work flow would be even better.   Thanks, Souvik. ... View more

Hello Max,   Hope you are doing well. I am sorry to hear about your experience with Adobe Scan not working as expected.   Would you mind sharing a screen recording of the workflow you are following so that we can deep dive into the issue and check further?   While you do so, please check whether you are able to upload or send the files manually through the document cloud portal. Link for Document Cloud: https://www.adobe.com/documentcloud   Thanks, Souvik. ... View more

@defaultjy06atlv3d01    Every time you open a form that is created using LiveCycle Designer, please make sure they are filled using Acrobat Reader or Acrobat Pro DC because the architecture as to how the form was created is different that normal. It would be our suggestion that whenever you have such a file, please try to fill the same in Acrobat DC or Acroabt Reader. These are PDF documents but they are special form of PDFs which uses XFA Architecture.   For more information on XFA format on PDF, you can view the below link: PDF won’t display. Please wait … - Adobe Support Community - 4788543 ... View more

Hello,   Hope you are doing well. I am sorry to hear about the experience you had with Adobe Scan.    So that we can look into it better, could you please share a screen recording of the entire scenario happening between the application and the online portal.    This would help us deep dive into the scenario and work to get it fixed quickly.   Thanks, Souvik. ... View more

Hello Raj,   Hope you are doing well. As per the above description, I understand that you want to recover deleted files.   Would you mind letting us know the location where the files were saved before they were deleted?   If the files were stored in Creative Cloud, there will be an option for Deleted items where you can check and restore the items that were either deleted intentionally or non-intentionally.   Thanks, Souvik. ... View more

@charliemyboy    Hello,   Sorry for the delayed response.   As per the above description, since you are not able to see the files on Document Cloud as well, could you confirm if the e-mail address that you are signing in to is the same as that has the subscription with.   If it is the same, can you try uploading any file to document cloud using the upload option on the top right and then check if it works.   If it does, please sign out of the application-> restart the device-> sign in back with the same e-mail address that you did on the web portal and then check.   Thanks, Souvik. ... View more

Hello Marcos,   Thank you for sharing the file with us.   The file that you have shared, it contains a signature that is visible when you open the file on any platform.    Can you please share with us any file in which the signature goes missing?   Also, are you using Adobe Scan to get the documents signed or just sharing the files over E-mail?   Thanks, Souvik. ... View more

Hello Thomas,   Sorry for the dealyed responses. Could you please let me know since when have you started facing this issue?   Also, if possible, can you share one of the files with me over private message so that I can check for the same on our end and get back to you.   Thanks, Souvik. ... View more

@JayJayJayJayJay  Hello,   Thank you for taking out your valuable time and letting us know that it worked for you.   Also thanks for marking it as a correct answer so that other users can look into it and replicate the same.   Regards, Souvik. ... View more

Hello Matthew,   Hope you are doing well. I am sorry for the experience you had with Liquid Mode on Acrobat Reader Mobile.   Since the feature is a new addition to the application and is still in development mode, you are getting the option to enable it. If you do not wish to use the feature, try enabling it once for the document it shows you the pop-up for and then disable it using the water droplet icon on the top menu bar. It will not ask you for the same feature on the same documetn the second time.   Hope this helps.   Regards, Souvik. ... View more

@อนุสรณ์24137155bame    Hello,   Thank you for your response. We are unable to see the image that you uploaded. Could you please use the Image button to browse and upload the file so that we can have a look into it to check further?   Thanks, Souvik. ... View more

@defaultjy06atlv3d01    Thank you for sharing the file with us. Upon checking closely with the properties of the file, we found out that it is created using LiveCycle Designer which is an end of Life product and can have a few limitations on the usage of its files with Acrobat.   I would thus suggest you to post this query on: https://experienceleaguecommunities.adobe.com/ as they would be in the best position to assit you on this.   Thanks, Souvik. ... View more

Hello Sarah,   Hope you are doing well. I am sorry to hear that you are experiencing issues with trying to connect OneDrive account with Acrobat Reader Mobile.   Just so that we can understand better, can you share a screen shot or a screen recording of the exact scenario that happens when you try to sign in to One Drive?   Also while you do so, once try these steps:  1. Log out of the application; 2. Restart the phone; 3. Log in back with the same e-mail address that has the active subscription.   Let me know if this helps.   Regards, Souvik. ... View more

Hello Norman,   Hope you are doing well. As per the above description I understand that you want to revert back to the e-mails you receive from our Support Team.   Just to let you know, if you have any case open with our team, you will receive e-mails from them which will be two way communicators.   If there is no active case open and you receive E-mails from the team, they will be from no-reply addresses.   Just keep a look on the E-mails received, in case there is a case number mentioned on them, you might want to contact the team again in order to update them about the situation.   Hope ths answers your query.   Thanks, Souvik.   ... View more

Hello Ros,   Hope you are doing well. I am sorry to hear that you experiencing issues trying to access the premium feature of the applicaiton.   Since you have checked with the e-mail address, you might want to try restoring the purhcase once from within the application and then check. Depending upon the platform that you use, you can click the links to get an idea about how to go through with restoring the purchases: 1. For iOS: Manage Subscriptions — Acrobat for iOS Help (adobe.com) 2. For Android: Subscription Services — Acrobat for Android Help (adobe.com)   Also, after doing the restoration, please try: 1. Logging out of the application; 2. Restarting the device; 3. Log in back to the application using the same e-mail address that has the active subscription.   Hope this helps.   Regards, Souvik. ... View more

Hello,   Hope you are doing well. I am sorry to hear about your experience with the application and availing the subscription features.   Just to confirm, when you log in, are you selecting Apple ID there or rather manually typing in the Adobe ID? Also, cna you confirm if the ID you are logging into is the same that shows you have an active subscription on the App Store Subscription Window? While you check these, please also once try:  1. Logging out fo the application; 2. Restart the device; 3. Log back in to the application with the same Apple ID that shows the subscription   Also, if it does not work, try restoring the purchase from within the application once, To know how to do that, please click the given link: Manage Subscriptions — Acrobat for iOS Help (adobe.com)   Here is a link of few other FAQs regarding the restoration or subscription process as well that might come in handy for you: Manage Subscriptions — Acrobat for iOS Help (adobe.com)   Hope this helps.   Thanks, Souvik.     ... View more