User getting Windows Application Error relating to referenced memory not readable

[wil_0414]

Hello,

One of my clients is getting the attached error when using adobe. This has happened after a fresh reinstall including using Acroclean & downloading from creative cloud desktop. 

I have had this issue previously in March were the device was reimaged and it fixed the issue. However since the customer in at a remote site, it is a bit difficult to do that. 

If anyone has any suggestions for a fix that would be great.

He is using a lenovo ThinkPad L15 G2 if anyone needs that information, He also has an Adobe Pro license. 

Thanks

Wil

[Karl Heinz Kremer]

In general, this error indicates a probem with the application. All we know is that a memory location could not be read. What's a bit weird is the address of that location: It is at the very beginning on the address space and there is a good chance that this address is actually wrong, and the operating system is protecting this location from being read. There could be a number of reasons for that - here are a few that are more likely: Hardware problems (e.g. bits are flipping at random), virus or malware, or a simple bug in the application. I would start with a virus/malware scan. 

[wil_0414]

Hey mate, 

I peformed a Antivirus Scan it reported nothing out of the ordanary. Any other suggestions? 

[Amal.]

Hi there 

Hope you are doing well and thanks for reaching out. We are sorry for the trouble.

This is a known issue and our engineering team is working on it. The fix will be available in future updates.

Thanks for your time and patience.

~Amal

[S. S]

Hello,

Hope you are doing well. 

We are live with a new update (25.1.20744) that fixes this issue. Please update the app to the latest version and let us know if the issue is fixed for you.

To check for updates, go to Menu > Help > Check for Updates.

To know more: https://adobe.ly/3Kd4jrI

Regards,
Souvik.