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Files appear as 0 KB in size when scanning to PDF on my iPhone

Hi!
Everyday I use my iPhone to scan single page docs (to PDF). They were always able to be previewed. Starting today, I am getting a message that says it can’t be previewed. It is also saying it’s taking up 0KB space. It works (previews) when I change to scanning as PNG, but I need PDF for work. Thoughts? My app is up to date with updates.

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Jay

Thanks, we can confirm that the issue was located and resolved by the engineering team.

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MetroBrian

Each time I attempt to scan in a document and upload it as a pdf file it shows as 0Kb and cannot be viewed on my computer.

Jay

Hi @Jmaherot, thanks for bringing this to our attention.

If you're not on a Dropbox Basic plan with more than 3 devices connected, could you try uninstalling the app, rebooting the device, and re-installing it to see if this helps?

Keep me updated with any progress!

Continuarnet

Hi, it is happening the same to mee

Jay

As we have a few users with the same experience, could everyone also let me know what OS and Dropbox mobile app version you're running on your device?

Jmaherot

Thanks… I am using iOS 16.6.1, and I just updated my mobile Dropbox today.
Uninstalling the app, restarting device, and reinstalling the app did not fix the issue.

MetroBrian

Currently on Version 354.2 on OS

emeraldaj

Same problem here Jay...I'm on IOS 16.6.1 and just deleted and reinstalled the Dropbox app version 354.2

emeraldaj

Also, .png files work it seems to just be the .pdf files that are having issues...

MAPNYNY

I use the Dropbox app on my iPhone to scan a document as a PDF… I have done this same procedure many times…..so I am very familiar with the procedure….but suddenly there is an issue.

To be specific the issue is that the PDF has 0kb of data and as a result when I try to view it (either on my iphone or on dropbox.com) nothing comes up and I get the following error message: pdf files are supported but something went wrong. Again this is a brand new issue that came out of nowhere.

To troubleshoot…..

I used two different iPhones to rule out the iPhone itself being the issue but I had the same issue with both phones

I logged into a different dropbox account on my iPhone and everything worked as usual indicating that it might be something specific to that particular account

Please advise… Thanks

Jay

Hi everyone, we are currently experiencing issues regarding the document scanner and our team are currently looking into it.

MAPNYNY

Hi Jay… As I said on my post the issue with PDF scanning went away when I switch to a different account… This different account is a paid account not the free basic account so it might be something connected only to the free basic account

MAPNYNY

Seems to be fixed now

Jay

Thanks, we can confirm that the issue was located and resolved by the engineering team.

emeraldaj

Confirmed on my end that it works again. Well done Jay and the engineering team! Thank you!!

colorado_biker

The generic message sent to those affected via email 5 days post incident is poor. Couldn't you have provided a search link for zero bytes files created on Nov 8th to show the scope of impact?

I normally scan and shred within a few minutes. For me this was 4 files and I now have no idea what their contents were. Very disappointing we may have to now "verify" files are correct, a loss of confidence in the product.