Mobile HP smart app (Andrioid) / missing scanned documents ... HELP!

[Amdtad]

Hi all,

I have been using HP smart android app a lot in my Huawei mate 10 pro mobile for no less than 2 years. I used it for scanning many many papers and documents. Today I was going to view some previously scanned documents, but unfortunately I found nothing ! Usually all the scanned documents are stored in a specific folder (Album) in the Gallery. Also they are stored in the HP smart app itself (in "PDFs" and "My photos" folders).

I tried to search the scanned files but nothing was found neither in the app nor the Gallery! This was so disappointing as I really have been using it for years and scanned a lot of extremely important documents!

Kindly, note that I did not uninstalled the app before, I did not reset the mobile, did not delete any of these folders before!

Please, anyone can help me ? 

Did anyone face such a problem before?

[Jay_G24]

Hi @Amdtad

Welcome to the HP Support Community. I'd be happy to assist you

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

A folder called HP Scans will created in the internal memory of your phone.

May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Amdtad]

Hi @Jay_G24

Thanks for your reply.

Unfortunately, I found nothing in that folder (it's empty). 

Regarding the product number, I don't use/associate any printer! Basically, I just use the mobile app for scanning (the app depends on the mobile camera). 

The HP Smart mobile app stores the scanned documents (as JPG or PDF files) inside the app itself, in the Gallery as well. But unfortunately, I didn't find any of previously scanned documents in the app nor in the Gallery (nor in the internal memory).

What I noticed is that after the last update (occured a week ago), many people reported the same problem in their app (according to the last reviews in the PLAY STORE). So I don't know if it related to a developer problem or what exactly!

But what I know is that I lost maaaany extremely important scanned documents....so any help please?? 

((Mobile: Huawei mate 10 pro /// Android 10))

[Jay_G24]

after the update, any other file missing from your phone?

[Amdtad]

@Jay_G24

After the last software update for the HP Smart app. (which was in Jun. 24, 2020), I lost all the files in the app.

So the lost files were only related to this app, other apps' files in my mobile are still there.

[Jay_G24]

I'd suggest you Contact HP in your region for further assistance.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.  

Have a great day! 

[Amdtad]

Hi @Jay_G24

I'm from Canada.

my mobile system is up-to-date ...I'm 100% that my software is fine.

I sent you a message, did you receive it?

[TEJ1602]

@Amdtad

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[Amdtad]

Thanks for your advice, really appreciate that!

So, I will be waiting a message from your team

[Htetyan]

I facing above same problem same issues ( lost all scanned important  papers for two years) after updated Hp smart app on my samsung galaxy note 9 android 10. I lost whole folder (folder name is Images)  in gallery. I living in UAE ,Dubai. I was very upset and angry. Please help and give me a solutions to recover all of my scanned files.