Error message "The instruction at 0x000000006605D107 referenced memory [...]"

[Istvan36826407eb7j]

When closing some PDF documents the following error appears:

"The instruction at 0x000000006605D107 referenced memory at 0x0000000000000500. The memory could not be read."

This doesn't happen to all documents, but I've encountered this message on many of them, and only when closing.

Running Adobe Acrobat Reader Version 2024.002.20687 | 64-bit on Windows 10 Pro for Workstations 22H2

Any ideas what could be the culprit?

Below the log from WinDbg.

************* Preparing the environment for Debugger Extensions Gallery repositories **************
   ExtensionRepository : Implicit
   UseExperimentalFeatureForNugetShare : true
   AllowNugetExeUpdate : true
   NonInteractiveNuget : true
   AllowNugetMSCredentialProviderInstall : true
   AllowParallelInitializationOfLocalRepositories : true

   EnableRedirectToV8JsProvider : false

   -- Configuring repositories
      ----> Repository : LocalInstalled, Enabled: true
      ----> Repository : UserExtensions, Enabled: true

>>>>>>>>>>>>> Preparing the environment for Debugger Extensions Gallery repositories completed, duration 0.000 seconds

************* Waiting for Debugger Extensions Gallery to Initialize **************

>>>>>>>>>>>>> Waiting for Debugger Extensions Gallery to Initialize completed, duration 0.031 seconds
   ----> Repository : UserExtensions, Enabled: true, Packages count: 0
   ----> Repository : LocalInstalled, Enabled: true, Packages count: 41

Microsoft (R) Windows Debugger Version 10.0.27553.1004 AMD64
Copyright (c) Microsoft Corporation. All rights reserved.

*** wait with pending attach

************* Path validation summary **************
Response                         Time (ms)     Location
Deferred                                       srv*
Symbol search path is: srv*
Executable search path is: 
ModLoad: 00007ff6`7b380000 00007ff6`7b90f000   C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe
ModLoad: 00007ffb`4d7d0000 00007ffb`4d9c8000   C:\WINDOWS\SYSTEM32\ntdll.dll
ModLoad: 00007ffb`4cdb0000 00007ffb`4ce6d000   C:\WINDOWS\System32\KERNEL32.DLL
ModLoad: 00007ffb`4b090000 00007ffb`4b386000   C:\WINDOWS\System32\KERNELBASE.dll
ModLoad: 00007ffb`4ce80000 00007ffb`4d01f000   C:\WINDOWS\System32\USER32.dll
ModLoad: 00007ffb`4ae80000 00007ffb`4aea2000   C:\WINDOWS\System32\win32u.dll
ModLoad: 00007ffb`4d6b0000 00007ffb`4d6db000   C:\WINDOWS\System32\GDI32.dll
ModLoad: 00007ffb`4b580000 00007ffb`4b697000   C:\WINDOWS\System32\gdi32full.dll
ModLoad: 00007ffb`4b710000 00007ffb`4b7ad000   C:\WINDOWS\System32\msvcp_win.dll
ModLoad: 00007ffb`4aeb0000 00007ffb`4afb0000   C:\WINDOWS\System32\ucrtbase.dll
ModLoad: 00007ffb`4ba50000 00007ffb`4bb00000   C:\WINDOWS\System32\ADVAPI32.dll
ModLoad: 00000188`e3b30000 00000188`e3bce000   C:\WINDOWS\System32\msvcrt.dll
ModLoad: 00007ffb`4d350000 00007ffb`4d3f0000   C:\WINDOWS\System32\sechost.dll
ModLoad: 00007ffb`4b800000 00007ffb`4b923000   C:\WINDOWS\System32\RPCRT4.dll
ModLoad: 00007ffb`4afb0000 00007ffb`4afd7000   C:\WINDOWS\System32\bcrypt.dll
ModLoad: 00007ffb`4d260000 00007ffb`4d2b5000   C:\WINDOWS\System32\SHLWAPI.dll
ModLoad: 00007ffb`449e0000 00007ffb`44aea000   C:\WINDOWS\SYSTEM32\WINHTTP.dll
ModLoad: 00007ffb`4a740000 00007ffb`4a74c000   C:\WINDOWS\SYSTEM32\CRYPTBASE.DLL
ModLoad: 00007ffb`4d670000 00007ffb`4d6a2000   C:\WINDOWS\System32\IMM32.DLL
ModLoad: 00007ffb`23e10000 00007ffb`240aa000   C:\WINDOWS\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.19041.3636_none_60b6a03d71f818d5\Comctl32.dll
ModLoad: 00007ffb`48730000 00007ffb`487ce000   C:\WINDOWS\system32\uxtheme.dll
ModLoad: 00007ffb`4c9f0000 00007ffb`4cd43000   C:\WINDOWS\System32\combase.dll
ModLoad: 00007ffb`4b930000 00007ffb`4ba45000   C:\WINDOWS\System32\MSCTF.dll
ModLoad: 00007ffb`4d3f0000 00007ffb`4d4bd000   C:\WINDOWS\System32\OLEAUT32.dll
ModLoad: 00007ffb`48cf0000 00007ffb`48d02000   C:\WINDOWS\SYSTEM32\kernel.appcore.dll
ModLoad: 00007ffb`4b4f0000 00007ffb`4b572000   C:\WINDOWS\System32\bcryptPrimitives.dll
ModLoad: 00007ffb`03ef0000 00007ffb`03fe9000   C:\WINDOWS\SYSTEM32\textinputframework.dll
ModLoad: 00007ffb`480b0000 00007ffb`4840b000   C:\WINDOWS\System32\CoreUIComponents.dll
ModLoad: 00000188`e5d70000 00000188`e5e1d000   C:\WINDOWS\System32\SHCORE.dll
ModLoad: 00007ffb`48410000 00007ffb`48502000   C:\WINDOWS\System32\CoreMessaging.dll
ModLoad: 00007ffb`4c830000 00007ffb`4c89b000   C:\WINDOWS\System32\WS2_32.dll
ModLoad: 00007ffb`49fc0000 00007ffb`49ff3000   C:\WINDOWS\SYSTEM32\ntmarta.dll
ModLoad: 00007ffb`46d50000 00007ffb`46ea7000   C:\WINDOWS\SYSTEM32\wintypes.dll
ModLoad: 00000000`65760000 00000000`69ad0000   C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.dll
ModLoad: 00007ffb`4bbe0000 00007ffb`4c34b000   C:\WINDOWS\System32\SHELL32.dll
ModLoad: 00007ffb`4c8c0000 00007ffb`4c9eb000   C:\WINDOWS\System32\ole32.dll
ModLoad: 00007ffa`d2f50000 00007ffa`d3654000   C:\Program Files\Adobe\Acrobat DC\Acrobat\AGM.dll
ModLoad: 00007ffb`4c3c0000 00007ffb`4c82e000   C:\WINDOWS\System32\SETUPAPI.dll
ModLoad: 00007ffb`4b7b0000 00007ffb`4b7fe000   C:\WINDOWS\System32\cfgmgr32.dll
ModLoad: 00007ffb`41350000 00007ffb`4135a000   C:\WINDOWS\SYSTEM32\VERSION.dll
ModLoad: 00007ffb`3a1c0000 00007ffb`3a1e4000   C:\Program Files\Adobe\Acrobat DC\Acrobat\BIB.dll
ModLoad: 00007ffa`ad8d0000 00007ffa`add03000   C:\Program Files\Adobe\Acrobat DC\Acrobat\CoolType.dll
ModLoad: 00007ffb`3c480000 00007ffb`3c664000   C:\WINDOWS\SYSTEM32\dbghelp.dll
ModLoad: 00007ffb`48a00000 00007ffb`48a2f000   C:\WINDOWS\SYSTEM32\dwmapi.dll
ModLoad: 00007ffb`098d0000 00007ffb`0995d000   C:\WINDOWS\SYSTEM32\MSVCP140.dll
ModLoad: 00007ffb`395f0000 00007ffb`395f7000   C:\WINDOWS\SYSTEM32\MSVCP140_CODECVT_IDS.dll
ModLoad: 00007ffb`4a260000 00007ffb`4a29b000   C:\WINDOWS\SYSTEM32\IPHLPAPI.DLL
ModLoad: 00007ffb`3d2d0000 00007ffb`3d2dc000   C:\WINDOWS\SYSTEM32\Secur32.dll
ModLoad: 00007ffb`0c780000 00007ffb`0c79d000   C:\WINDOWS\SYSTEM32\VCRUNTIME140.dll
ModLoad: 00007ffb`0c7a0000 00007ffb`0c7ac000   C:\WINDOWS\SYSTEM32\VCRUNTIME140_1.dll
ModLoad: 00007ffa`e3ba0000 00007ffa`e3cce000   C:\Program Files\Adobe\Acrobat DC\Acrobat\ACE.dll
ModLoad: 00007ffb`21960000 00007ffb`2196a000   C:\WINDOWS\SYSTEM32\SensApi.dll
ModLoad: 00007ffb`4ad60000 00007ffb`4ad92000   C:\WINDOWS\SYSTEM32\SSPICLI.DLL
ModLoad: 00007ffb`48ef0000 00007ffb`4968e000   C:\WINDOWS\SYSTEM32\windows.storage.dll
ModLoad: 00007ffb`4a7d0000 00007ffb`4a7fe000   C:\WINDOWS\SYSTEM32\Wldp.dll
ModLoad: 00007ffb`4adb0000 00007ffb`4add3000   C:\WINDOWS\SYSTEM32\profapi.dll
ModLoad: 00007ffb`4a5b0000 00007ffb`4a61a000   C:\WINDOWS\system32\mswsock.dll
ModLoad: 00007ffb`45210000 00007ffb`452be000   C:\WINDOWS\SYSTEM32\mscms.dll
ModLoad: 00007ffb`4ad30000 00007ffb`4ad5e000   C:\WINDOWS\SYSTEM32\USERENV.dll
ModLoad: 00007ffb`451f0000 00007ffb`45201000   C:\WINDOWS\SYSTEM32\ColorAdapterClient.dll
ModLoad: 00007ffb`3fe90000 00007ffb`3fed3000   C:\WINDOWS\SYSTEM32\icm32.dll
ModLoad: 00007ffb`1dff0000 00007ffb`1e09c000   C:\WINDOWS\SYSTEM32\TextShaping.dll
ModLoad: 00000000`69ad0000 00000000`69afb000   C:\Program Files\Adobe\Acrobat DC\Acrobat\AXE8SharedExpat.dll
ModLoad: 00007ffb`23100000 00007ffb`2312b000   C:\Program Files\Adobe\Acrobat DC\Acrobat\BIBUtils.dll
ModLoad: 00007ffb`46150000 00007ffb`46246000   C:\WINDOWS\system32\propsys.dll
ModLoad: 00007ffa`d2c70000 00007ffa`d2e10000   C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\DigSig.api
ModLoad: 00000000`6d080000 00000000`6dce5000   C:\Program Files\Adobe\Acrobat DC\Acrobat\plug_ins\PPKLite.api
ModLoad: 00007ffb`46960000 00007ffb`46969000   C:\WINDOWS\SYSTEM32\WSOCK32.dll
ModLoad: 00007ffb`13640000 00007ffb`136ea000   C:\Program Files\Adobe\Acrobat DC\Acrobat\sqlite.dll
(2334.1ea4): Break instruction exception - code 80000003 (first chance)
ntdll!DbgBreakPoint:
00007ffb`4d870b10 cc              int     3
0:027> g
(2334.1a4c): Unknown exception - code c000041d (!!! second chance !!!)
Acrobat!DllCanUnloadNow+0x5484c7:
00000000`6605d107 488b8000050000  mov     rax,qword ptr [rax+500h] ds:00000000`00000500=????????????????
0:000> g
WARNING: Continuing a non-continuable exception
(2334.1a4c): Access violation - code c0000005 (first chance)
First chance exceptions are reported before any exception handling.
This exception may be expected and handled.
Acrobat!DllCanUnloadNow+0x5484c7:
00000000`6605d107 488b8000050000  mov     rax,qword ptr [rax+500h] ds:00000000`00000500=????????????????
0:000> g
(2334.1a4c): Unknown exception - code c000041d (!!! second chance !!!)
Acrobat!DllCanUnloadNow+0x5484c7:
00000000`6605d107 488b8000050000  mov     rax,qword ptr [rax+500h] ds:00000000`00000500=????????????????

[Istvan36826407eb7j]

The problem was solved by installing an older version of Adobe Acrobat Reader.... if anyone has the same problem.

[Istvan36826407eb7j]

It seems it's a bug in the actual version....so after installing the older version, the automatic update has to be disabled...for the time beeing....till the problem gets fixed.

[Amal.]

Hi there

Thanks for sharing the information. We have  raised this to our engineering team for review.

We will share the update as soon as we get any information.

Thanks for understanding

~Amal

[icts30471004]

Hi,

We have the same problem. Is there any insight into when this will be resolved? This will influence the choice to downgrade.

[Amal.]

Hi there

Hope you are doing well and thanks for reaching out.

Our engineering team is actively working on it. At this time, we don't have a specific timeframe for resolution, but I'll ensure to keep you informed of any progress or updates we receive from the team.

Thanks for understanding.

~Amal

[Félix3560]

Any update about this? Thank you.

[Amal.]

Hi there

Our engineering team is presently engaged in addressing the issue. We don't have a precise timeframe for its resolution yet,We will share the update as soon as we get any information.

~Amal

[Amal.]

Hi @Istvan36826407eb7j @Félix3560 @icts30471004 

Hope you are doing well.

Our engineering team requires the dump file for the crash to further investigate the issue, please share the requested dump file so we can isolate the issue for the fix.

~Amal

[Istvan36826407eb7j]

Hi Amal,

I've attached the dump file.

[Amal.]

Hi @Istvan36826407eb7j 

checked the dump file that you have provided and it seems to be invalid. We are getting the below error while opening it in WinDbg and Visual studio:

Could you please provide a valid dump for the crash so that we can investigate the same?

~Amal

[Jamar37615964h1um]

I'm getting a similar error message with the same behavior. Will the fix being worked on apply to me even though the numbers I have for '0x00' are different?

[Amal.]

Hi there

Our engineering team is still reviewing this issue. We will share the update as soon as we get any information.

~Amal

[icts30471004]

After 6 weeks of silence, is there any progress about this issue?

[Amal.]

Hi there

Thank you for your patience. Our engineering team is actively working on resolving the issue. Unfortunately, we don't have a fixed timeline yet.

We will update you as soon as we have more information.

~Amal

[Istvan36826407eb7j]

Unfortunately the downgrading fix doesn't last much, since the automatic update is re-enabled for some reason...even if it's disabled from services and task scheduler.

However, installing the latest 32bit version seems to fix the problem.

This version can be downloaded as following:

1. On the download page click on "More download options"

2. In the pop-up window click on "Version" and select the last option.

[Istvan36826407eb7j]

It seems that the 64Bit version can also be fixed by disabling the new interface.

[matt_6869]

Didn't work for me unfortunately. Unbelievable how long it's taking them to fix this bug - not a confidence inspiring experience for a program I just agreed to pay for.

[Sean38936642yrq2]

Hi Istvan,

Thanks you for your thorough research. Did the error also happened with other applications as well? We see it happening with Outlook and last time there was a Font Capture with this error. We suspect it is related to Adobe Acrobat.

Kind regards,

Sean

[Istvan36826407eb7j]

Hi Sean,

No, I didn't see it happening with Outlook or other applications, only with Adobe Reader.

[VTM22995878bha8]

Hi Istvan,

Thanks for the reply.

We see the message with multiple other application. However we suspect Adobe Acrobat plays a big part in the errors. For Outlook for instance there is a add-in. Also it happens when viewing a pdf handler.

At the moment we are testing with two options disabled: Page cache and enhanced security. At first glance we noticed Acrobat starts up faster.

Unfortunately we hear more and more customers complain about issues with Adobe.

[Matt33410725wtgv]

Hi @Amal. any update to this issue?  It's now happening on a lot of my users' machines.

[ttechs6606514]

Hi @amal do you have any news regarding this issue? I have notie the same issue is also happening with our customers accrosss diferent business. 

[S. S]

Hello Everyone, 

We are live with the next release(2024.003.20112).

Please update the app to the latest version and let us know if the issue is fixed.

Thanks,

Souvik

[Miffin]

I had a number of clients experienceing this issue and the update seems to have stopped the error from poping up.