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=????????????????

[S. S]

@Miffin Thanks for letting us know that it worked.

I'll forward the feedback to the devs.

-Souvik

[icts30471004]

We've updated Adobe last week, but I've got the error message myself.

Didn't saw it for a long time, so I was surprised.

[S. S]

@icts30471004 Sorry to hear that. 

Would you mind letting us know the app version number? 

Also, do you see this when using a specific workflow, or does it happen at random?

-Souvik

[icts30471004]

We're using version 2024.003.20112.

Last week I was working in de the evening and had multiple PDF's in Adobe Reader.

In the explorer I have the option for a preview pane enabled.

This combination triggers the error message, but there isn't 1 step which always triggers this.

[S. S]

@icts30471004 Thanks for letting us know. Is there any other method where you observed the same error? 

We would like to understand more about this.

-Souvik

[icts30471004]

I especially notice the error message when using the preview pane in the explorer. When it's off, I don't get the notification. Just turned it on and I got the message again. Adobe was not active at the time, including the processes in the background.

[S. S]

Hi @icts30471004,

There was an update released by Microsoft that had a few fixes for internal files.

Would you mind updating your Windows and Acrobat (2024.003.20180)? Let us know if that works for you.

-Souvik

[icts30471004]

Hi Souvik,

We have installed the Windows Updates and Adobe 2024.003.20180, but I still see the error messages in de event viewer from our users. I can't reproduce the message myself.

[S. S]

Hi @icts30471004,

Sorry for the trouble.

Would you mind letting me know if you or any of the users from your org would be interested in joining a call with me and the devs? 

This will help us understand the situation more, and get towards a solution better.

Also, please update the Acrobat app to the latest version (2024.004.20243).

-Souvik

[underscore7]

We're receiving the error when opening PDF documents.  Looking forward to any updates about this issue.

[S. S]

@underscore7 We received the necessary logs on the issue, and the devs are working to get this fixed.

I will update the thread as soon as I hear back.

-Souvik

[seth_0271]

Hi,

We have a fairly large client experiencing this exact issue, can we have an update on when it might be resolved? It's become quite disruptive.

[S. S]

@seth_0271 Sorry for the trouble.

We analyzed the issue after the latest update and found a completely different root cause for the error.

That being said, we were able to isolate the issue, and the fx should be available with the upcoming update.

-Souvik

[david_7505]

I have multiple users who are seeing the issues described here. Is there any known workaround for opening documents from Outlook and New Outlook?