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

[L31354605u4ld]

Same Problem here. Acrobat 2017, Windows 10 22H2, Trellix + MS Defender

Acrobat-Version: C:\Program Files (x86)\Adobe\Acrobat 2017\Acrobat\Acrobat.exe
Version: 17.12.30262.10262

Reinstall of VC++ 2015 did not help.

Complete deinstallation of  Trellix worked and also to just turn of Script scan in Trellix, but who would want that. And even after that, you will get a security warning in MS Defender obviously.

We tried to copy a sqlite.dll from an Acrobat DC installation as trellix suggested - the error went away, but acrobat closed itself without any error message after a few seconds.

[TrellixEndpoint]

아래 문제는 Trellix Endpoint 및 Acrobat이 설치된 PC에서 갑자기 발생했습니다. (6월 6일 이후)

궁금합니다. Adobe가 Mcafee(Trellix) 폴더에 있는 DLL 파일에 액세스하려고 하는 이유는 무엇입니까?

[Abambo]

I would guess that it is the inverse, Trellix seems to mess up with Acrobat.

[Abambo]

still having problem

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

By @Wendy27674473mexx

@AkanchhaS,

The documentation for the Log Collector Tool says, that

Note: The Log Collector tool doesn't collect installation logs for Acrobat. Learn how to collect logs when Acrobat/Reader crashes or freezes.

Does that mean, that the log collector still collects some data from Acrobat, or none at all?

[Wendy27674473mexx]

it is now happening to user who have Creative Cloud.

[robins49392931]

We are having the same issue all of a sudden as well.

[L31354605u4ld]

is there an update to this situation from any of you?

[Keester30380770da9r]

No update on my end.  I'd like to add I've opened cases with both Adobe support and Trellix support and have gotten nowhere.  They each point the finger at one another.  Ridiculous.

[AkanchhaS]

@Keester30380770da9r @L31354605u4ld @TrellixEndpoint @Wendy27674473mexx 

There are a couple of times I have requested for the system logs to take it to the next level and discuss the issue with our engineering team. Sadly, haven't received it from anyone. 

Please help us with the following log files to assist you further. issue

 Procmon Logs: [Windows only]

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

Acrobat/Reader log collector tool

https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html

Thanks,

Akanchha

[Brandon26702758xbz0]

Is there a way to share these logs with Adobe directly? Rather than posting a link to them in a public thread like this?

[AkanchhaS]

@Brandon26702758xbz0  Sure! I have shared our email via private message. Please share the file on that. 

Thank you!

Akanchha 

[Brandon26702758xbz0]

Hi Akanchha,

I believe a few people have submitted the requested logs.

Could we receive confirmation that these logs are under review by the Adobe Engineering team?

Any updates you may have are appreciated.

[AkanchhaS]

@Brandon26702758xbz0 Please share the logs on the email address shared with you via private message.

~Akanchha

[L31354605u4ld]

Could you Share the email address with me via PM too? I just created some logs

[AkanchhaS]

Sure! Just sent please check your inbox @L31354605u4ld 

~Akanchha

[Keester30380770da9r]

Any update after reviewing the logs????

[Lenovoz31890202vubz]

ส่งจาก จดหมาย<> สำหรับ Windows

[AkanchhaS]

Hi @Wendy27674473mexx @Brandon26702758xbz0 @Lenovoz31890202vubz @Keester30380770da9r @L31354605u4ld 

The issue has been reported to engineering, and a Bug has been logged.

For further investigation, Could you please share the dumps for the same?

Here are the steps for how to collect it https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html 

Thanks,

Akanchha 

[Keester30380770da9r]

Any updates?

[Keester30380770da9r]

Any movement on a resolution?

[MeenakshiNegi]

Hi Keester30380770da9r,

Sorry about the delay in response.

The team is still working on the issue and requires the dumps. Please share the dumps using the steps suggested on the following help page: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

Thanks,

Meenakshi

[Josue323144365bpb]

Hey is there any updates on this? 

Also, I have created a dump file. Could you dm me the email to send them to the engineering team?

Thanks,

Josue

[Ziegler187]

Same issue here for many users, Trellix ePo with standalone '20 DC. Will try to collect some logs, keep us updated!

[MeenakshiNegi]

Hi Ziegler187,

Thank you for reaching out.

If you are experiencing the same issue, please do share the dumps

using the steps suggested on the following help page: https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html. 

Thanks,

Meenakshi

[Ninkado]

Same issue here with Windows 11 Pro 22H2, Acrobat Reader 2023.006.20320 64-Bit. 

Where can I submit the Adobe logfiles?