Acrobat.exe Entry Point Not Found

[Wendy27674473mexx]

Several of my users are receiving this error message:

Acrobat.exe - Entry Point Not Found

The procedure entry point sqlite3_sourceid could not be located in the dynamic link library C:\Program Files|McAfee\Agent\x86\ma_database.dll.

I've uninstalled McAfee, shut down, and reinstalled.  Still get error message

[AkanchhaS]

Hi @Wendy27674473mexx 

Sorry to hear about the trouble caused.

"The procedure entry point ucrtbase.terminate could not be located in the dynamic link library api-ms-win-crt-runtime-l1-1-0.dll." 

This issue is related to the Office 2016 installation, as it does not always install the VS2015 runtime on Windows 7 computers.

Solution: Install Microsoft Visual C++ (x64) runtime

Download Microsoft Visual C++ 2015 runtime from Microsoft Download Center. Install it by double-clicking the downloaded file - vc_redist.x64.exe (on 64-bit computers) and vc_redist.x86.exe (on 32-bit computers).

https://helpx.adobe.com/acrobat/kb/entry-point-not-found-error-office2016.html 

Hope this helps!

Thanks,

Akanchha 

[Wendy27674473mexx]

^This did not work.  What else ya got?  It's become more widespread now - we're up to 5 people with the issue and all have different versions of Adobe Pro from 2017-2020 all on Windows 10.  The problem started 6/6 after the Windows update came out.

[Keester30380770da9r]

Same exact issue here, I will add it's happening on Win 11 also.  

[Wendy27674473mexx]

adding that it doesn't seem to be happening to people who have creative cloud.  Seems to be just the standalone

[AkanchhaS]

Hi @Wendy27674473mexx @Keester30380770da9r 

Thanks for sharing further details.

Can you share the following logs with us for further investigation? 

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  share them by uploading them to cloud storage (any)

 Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html 

Also, screenshot the dot version of Acrobat running on your machine. Open Acrobat>help>About Acrobat

~Akanchha

[Keester30380770da9r]

Adobe Acrobat version attached.  Can you share a location to upload logs to?

[AkanchhaS]

@Keester30380770da9r  This is Acrobat Std. 2017 that is too with the very old patch 

• 17.011.30150 Planned update, October 15, 2019

The last update was released for version 17.012.30262 Planned update, Aug 09, 2022

Please install this patch and see if that makes a difference https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotes_2015_2017/index.html 

In addition, you can do a clean install of the product only if you have the installer and the serial number, as this version is out of support now. https://helpx.adobe.com/acrobat/kb/end-of-support-acrobat-2017-reader-2017.html 

~Akanchha

[Keester30380770da9r]

As the poster above me mentioned, it does  not matter which version of Acrobat (with exception of Creative Cloud).  It is occuring on our 2020's as well.  So what next?

[Keester30380770da9r]

?

[Wendy27674473mexx]

Does not fix the issue.  Still occurring. More people now.

[Keester30380770da9r]

I concur, does not fix the issue.  Still happening on Acrobat 2020.  

[AkanchhaS]

@Keester30380770da9r @Wendy27674473mexx 

Thanks for confirming the version. Please collect the logs following the below steps:

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  

 Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

Note: share the logs by uploading them to any cloud storage.

Thanks,

Akanchha 

[Keester30380770da9r]

@Wendy27674473mexx , what antivirus product are you using? We just got off the phone with Adobe support and they stated it is the AV's fault.  We are using Trellix (formerly known as Mcafee) ePo.  Curious as to what  you are using for AV since you have same issue.

[Wendy27674473mexx]

We too are using Trellix.  Trellix Enpoint was added on 6/6/23 with updates - which is when our problems started.  If we uninstall Trellix Enpoint does the error go away?

[Keester30380770da9r]

@Wendy27674473mexx  Yes the problem goes away when we uninstall Trellix.  Obviously this is less than ideal and not a real solution so we are experimenting with adding exclusions for Adobe.  

[Brandon26702758xbz0]

Have you found any success adding exclusions?

[Wendy27674473mexx]

has anyone tried to delete and re-add the ma_database.dll file? The offending computers have a date of 6/6/23 and says 5.7.9.  Unoffending computers seem to have an older version.  Thoughts?

[AkanchhaS]

Hi all,

Thank you for sharing your findings.

If you continue to experience the same issue, please share the requested log files.

Thanks,

Akanchha 

[Wendy27674473mexx]

still having problem

it is Adobe Pro 2020 - it is not on creative cloud

[Caleb Dutrow]

I've been having the same issue and I don't even have McAfee installed.

Acrobat.exe - Entry Point Not Found

The procedure entry point sqlite3_sourceid could not be located in the dynamic link library C:\Program Files|McAfee\Agent\x86\ma_database.dll.

[Caleb Dutrow]

Acrobat DC 2015

[TrellixEndpoint]

sqlite.dll 파일 변경, 런타임 C ++ 2012, 2015, sfc / scannow, dism / online / cleanup-image, new Acrobat Reader 등 다양한 방법을 시도했지만 작동하지 않았습니다.

아크로뱃에 확인하시기 바랍니다.
Acrobat이 trellix의 C:\Program Files\Adobe\Acrobat DC\Acrobat\sqlite.dll에 있는 파일에 액세스하려고 하는 이유는 무엇입니까?

[Brandon26702758xbz0]

It looks like you're trying to make a suggestion, I'm just not sure what that suggestion is. If so, could you re-post this in a format that's more easily understood?

[AkanchhaS]

Hi All,

Please collect the Adobe CC logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html 

 Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

Note: share the logs by uploading them to any cloud storage.

Thanks,

Akanchha