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acrobat.exe - ma_database.dll Error (entry point not found windows 10)

Community Beginner ,
Jul 20, 2023 Jul 20, 2023

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Hello Everyone,

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

 

Solved: Acrobat.exe Entry Point Not Found - Adobe Support Community - 13845756
- I had the same issue as the link above on June 6, 2023.
- Trellix says it's not their problem. What is the problem?

Symptom:
When running Acrobat on a PC with Trellix Endpoint installed, it tries to use a DLL from an unrelated Trellix antivirus path.

Since Trellix Endpoint is purchased and used as a vaccine, erasing solutions cannot be used.


tested history)
We didn't have a problem, but it started happening on June 6th.
Trellix Endpoint install + Acrobat.exe install: Error pop-up suddenly appears.
Trellix Endpoint delete : Execute Acrobat.exe normally.
Trellix Endpoint install: Acrobat.exe Error Occurred
Trellix Endpoint install+ Acrobat New Version install: Acrobat.exe error occurred

 

The same symptoms)

Trellix Support Community - Adobe Acrobat / Trellix MVISION Error - Support Community

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Adobe Employee ,
Jul 20, 2023 Jul 20, 2023

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*** Moved to the right board ***

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Adobe Employee ,
Aug 01, 2023 Aug 01, 2023

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Hi @TrellixEndpoint 

 

In the reference thread, we have requested for the crash logs from all the users experiencing this issue. 

Unfortunately, we haven't heard back from any of them. For further investigation, we required logs to share with our engineering team. 

Could you please share the same with us? It would be helpful.

 

Collect logs when Acrobat/Reader crashes or freezes

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 

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New Here ,
Aug 15, 2023 Aug 15, 2023

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Should I Drag and Drop here?  We are still having this issue and Uninstalling McAfee/Trellix CANNOT be the answer.

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Adobe Employee ,
Aug 15, 2023 Aug 15, 2023

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You can upload the file on Adobe Cloud storage and share the link.

Or you can upload the file to any other cloud storage and share the link to that. We will download the file. 

 

~Akanchha 

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New Here ,
Aug 15, 2023 Aug 15, 2023

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Did you download them then delete my link?

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New Here ,
Aug 15, 2023 Aug 15, 2023

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Also, you all say it is Trellix and they say it is you.

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New Here ,
Aug 15, 2023 Aug 15, 2023

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I put the link in there and then it was gone.  Do you want me to attach instead?  This whole link thing doesn't seem to be working.

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Adobe Employee ,
Sep 03, 2023 Sep 03, 2023

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Hi @GHFCU Team 

 

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 

 

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New Here ,
Sep 05, 2023 Sep 05, 2023

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I thought we already did this?

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New Here ,
Sep 05, 2023 Sep 05, 2023

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Also, it also doesn't actually completely crash.  Please send a message in the private mail we have.

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New Here ,
Sep 19, 2023 Sep 19, 2023

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So where are we with this??????

 

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Adobe Employee ,
Aug 15, 2023 Aug 15, 2023

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No, we haven't received any.

 

Sending you a private message on Community. You can share the link privately. 

 

~Akanchha

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New Here ,
Sep 21, 2023 Sep 21, 2023

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WHAT IS GOING ON WITH THIS??????????

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Community Beginner ,
Sep 21, 2023 Sep 21, 2023

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Same Issue

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New Here ,
Sep 21, 2023 Sep 21, 2023

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I sent them my logs and everything.  Now I cannot get them to answer to save my life....

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Adobe Employee ,
Sep 26, 2023 Sep 26, 2023

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Hi GHFCU Team and Matt324409146j9w,

 

Thank you for reaching out, and sorry about the delay in response.

 

The team is working on this issue, and finding the fix may take some time. 

We will update you once the fix patch is available. We appreciate your patience so far.

 

Thanks,

Meenakshi

 

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New Here ,
Oct 02, 2023 Oct 02, 2023

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May we have the solution ?

i have open a ticket to TRELLIX  SR # <4-24185898811

no answer at this time

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New Here ,
Oct 02, 2023 Oct 02, 2023

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@Mairie in France by the time Adobe answers Trellix will have closed your ticket.  Mine was open for 2 months before they closed it.  I have been trying to get this fixed since June.

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New Here ,
Oct 02, 2023 Oct 02, 2023

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The delay is not normal i cannot understand.

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New Here ,
Oct 03, 2023 Oct 03, 2023

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For your help (may be) a solution 😉

i have seen that on the computers which have the problem there is 2 versions of Adobe !!!
Adobe ACROBAT DC and Adobe Acrobat Reader....
when i ask "open with" (check--> always open with) Adobe Acrobat Reader

the problem is solved .....

So may be you have the same problem .....

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New Here ,
Oct 03, 2023 Oct 03, 2023

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For us it is anyone with 64bit whether reader or DC.  We have a mixed group with 32 bit (which is not easy to get) and 64 bit with only about 14 users who use Pro.  My computer only have Acrobat DC Pro 64 bit and I get it every time I open Adobe.

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New Here ,
Oct 03, 2023 Oct 03, 2023

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ok.... so we wait for a solution ....

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Community Beginner ,
Oct 18, 2023 Oct 18, 2023

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No related updates yet?

We still see many users experiencing the same issue, and Trellix claims that the problem is caused by Acrobat trying to use Trellix's DLL files.

Acrobat claims it appears to be an issue that needs to be looked into, but the case is still not being addressed.

Many administrators are leaving comments on the same issue.

Engineers like us are hearing complaints from customers. The problem is still not resolved.

What can I offer you to handle this problem?

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Community Beginner ,
Oct 04, 2023 Oct 04, 2023

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Affecting the entire company.  Please get this fixed!@#$@#%$

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