8 Replies Latest reply on Sep 25, 2018 11:51 PM by meenakshin83966505 Branched to a new discussion.

    Document cloud files disappeared

    vals85999878

      I had many files saved under Document cloud and was unable to access them from the app (got an error message). I figured maybe I had been logged out, which appeared to be the case so I logged back in through the app only to find out that all of the files have disappeared! I cannot find them on the app or when I log in from Safari to the website. Please help!

        • 1. Re: Document cloud files disappeared
          Akki_24 Adobe Employee

          Hi Vals,

           

          As shared above, the Document Cloud files have been disappeared or you are unable to to find in the app. If the files are not visible in application but has been stored to the "Document Cloud" then it should be accessible through the website- https://cloud.acrobat.com/recent

          As you cant find the files on the web either, so the only possibility would be the incorrect email address. Please cross check the email whether you are using the exact same one that you have used earlier to save the documents on Document Cloud or a different one.

           

          Regards,

          Akanchha

          2 people found this helpful
          • 2. Re: Document cloud files disappeared
            troye68922974

            hey guys. I didn’t get an error message but all of my documents have disappeared except for my adobe scan stuff. I clicked on the link supplied above and it’s the same there too

            • 3. Re: Document cloud files disappeared
              meaganh76242699

              I have a similar issue. My Adobe app on the iPad kept signing me out. One time when I signed back in, it stopped showing files in my document cloud. I've made sure that I am using the same account on my computer, online, and my ipad, but my ipad app will no longer connect to the cloud, or for some reason show documents in my cloud. It's been super annoying to have to download files separately on each device. Any ideas on how to fix it would be appreciated.

              • 4. Re: Document cloud files disappeared
                marianc79175405

                Good evening! I’m also experiencing a similar problem. None of my documents feom the cloud or local are not showing up anymore on my Iphone app. If I go to the cloud from a browser, all docs are still there, so the only place where I cannot see them at all is the app on the Iphone. I also tried re-uploading them on the phone via Itunes and they still do not show. Tried signing out and then in, with no results. Any advice?

                • 5. Re: Document cloud files disappeared
                  barryj49 Level 1

                  I have lost all my Document Cloud files on my iPhone app but I still have them on my iPad app. I am correctly signed in on he iPhone app, so the solution given above is not applicable. I tried rebooting the iPhone without success so I then deleted the app and reinstalled it. I still have no access to my Document Cloud files!

                   

                  Please fix it!

                  1 person found this helpful
                  • 6. Re: Document cloud files disappeared
                    meenakshin83966505 Adobe Employee

                    Hi All,

                     

                    As you have mentioned above, you are not able to view the PDFs under Document Cloud tab on a particular device.

                    Please make sure that you are using the latest version of the application.

                    Try sign out of the application and reboot the device.

                     

                    If you are trying to uninstall the application, please make sure that you backup all the files saved under the local.

                    Once you uninstall the application on an iOS device, the files saved in local will be deleted.

                     

                    It would be helpful if you can provide the details asked below to further investigate the issue:

                     

                    - What is the exact version of the application?

                    - Make and model of the device.

                    - OS version currently installed on the device

                    - Did you make any changes recently after which you started experiencing the issue?

                    - Are you able to view the PDFs when you check them online here https://cloud.acrobat.com?

                     

                    We will be waiting for your response.

                    Let us know if you have any questions.

                     

                    Regards,

                    Meenakshi

                    • 7. Re: Document cloud files disappeared
                      barryj49 Level 1

                      See answers to your queries in BOLD in your email.  I have signed out and rebooted my iPhone as you suggested. Still nothing visible in Document Cloud ( but I can still see them on my iPad). Recent and Local files were lost when I uninstalled and re-installed the app several days ago.

                       

                      What is the exact version of the application? 18.03.31

                       

                      - Make and model of the device. iPhone X

                       

                      - OS version currently installed on the device iOS 12.0 public beta 2

                       

                      - Did you make any changes recently after which you started experiencing the issue?

                       

                      >>

                      >> Updated to iOS 12.0 public beta 1. It ceased working immediately but no problems were experienced on my iPad Pro 10.5" also running the same iOS version. My iPad was also updated to iOS public beta 2 at the same time as my phone but my Adobe Acrobat Reader app remains problem free.

                      >>

                       

                      Attempted the following remedial actions:

                       

                      - Signed out and re-signed in to the app - unsuccessful

                       

                      - Signed out, rebooted device & signed in again - unsuccessful

                       

                      - Uninstalled the app, downloaded and re-installed it again - unsuccessful

                       

                      - Signed out, rebooted device and signed in again after receiving your email - unsuccessful

                       

                       

                       

                      - Are you able to view the PDFs when you check them online here https://cloud.acrobat.com?

                       

                      Yes, even when using my iPhone X to do the online checking

                       

                       

                       

                       

                      Barry Jacobson

                       

                      BORN TO FISH !!

                      ´¯`•.¸¸.•´¯`•.¸ ><(((((º>

                      `•.¸¸.•´¯`•.¸¸.•´¯`•.¸ ><((((º>

                      FORCED TO WORK !!

                       

                      Sent from my iPad

                      • 8. Re: Document cloud files disappeared
                        meenakshin83966505 Adobe Employee

                        Hi Barry,

                         

                        Sorry for the delay in response.

                         

                        This was reported as a known issue with the iOS 12 beta version.

                        There was an update released for Adobe Acrobat Reader on iOS that contains the fix for the display glitch that occurred only on the iOS12 beta.

                        Please make sure that you update the application to the latest version available i.e. 18.07.30.

                        Hope that will resolve the issue.

                         

                        Let us know if you still experience the issue or need any help.

                         

                        Regards,

                        Meenakshi