Windows Application Error Referenced Memory could not be written

[adminu31318584]

Hello,

I am having an issue with Adobe Acrobat Standard license when opening all PDF's. When I open the PDF's, I get the error in the attached image. I have tried uninstalling and reinstalling Adobe twice, updating Windows, rolling back the version of Adobe to DC June 2024 (24.002.20857) from DC Jul 2024 (24.002.20933), SFC, DISM, checked compatibility settings on .exe of the app, turned off protection mode in Adobe. Nothing seems to pop up in event viewer or Process monitor. Mind you, clicking OK on this pop-up does not close the application and does allow the PDF to be edited normally. Any help would be much appreciated.

The error if you can't see the picture is:

Windows - Application Error

The instruction at 0x0000000071C80670 referenced memory at 0x0000000071C80670. The memory could not be written. Click on OK to terminate the program.

[adminu31318584 · Accepted solution]

This issue got fixed over a remote session with an Adobe support Tech. The fix was uninstalling Adobe Acrobat, deleting all folders/directories named "Adobe" on Local drive (Program Files, PF x86, Common Files, etc...), then finally using the "Adobe Cleanup Tool" (this step isn't too important if you deleted everything). After that, you should be able to reinstall it and the pop-up will no longer appear. 

[JM-Tech]

Complete uninstall and reinstall does fix it but takes too long.

Quick workaround fixed it for me was setting acrobat to compatibility mode win7. Again... this is a workaround at best. Not a solution.

[LagunaJim1]

I have done a clean install and also installed it clean in a VM.

The issue did not resolve for me - surprised the clean VM also presented the issue.

[adminu31318584]

Which installer did you use? I used AcrobatDCUpd2300820533.msp - This was the reinstalled version that seemed to fix the issue.

[LagunaJim1]

Anything north of 20895 exhibits the issue for me.

Adobe knows about it - a problem with the "signatures" database, they discussed it the release notes for a subsequent "hotfix" I believe.

[LagunaJim1]

..they thought they fixed it / but no joy!

[JM-Tech]

24.002.2096x Optional update, July 24, 2024 — Acrobat-Acrobat Reader Release Notes (adobe.com)
Fix released July 24th it appears to resolve the issue for me and I don't need to run it in compat mode anymore.
No ideal why this is an optional update and wasn't pushed out to everyone. Probably because it's a fairly big package.

[LagunaJim1]

2096x did not solve the problem for me, as an update or on a clean install.

i use png files for signature and initials, for what it's worth...

[S. S]

Hi Guys, 

Sorry for the experience! 

We are aware of the issue and are working on a fix.

While we are at it, it would be helpful to get some logs to expedite the investigation. 

Please use this link: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html to collect crash logs and share the unique ID of the log.

Thanks,

Souvik

[anthonym57652342]

A truly annoying bug...The complete uninstall and this didn't resolve the problem for me.

The Win 7 compatibility workaround did.

[Abort_Retry_Fail]

even if it did work,   this is not an answer. why do we need to reinstall the software everytime there is a problem?   I manage a team of 7 users and just deploying the compatability mode was a pain in the @$$

[S. S]

@anthonym57652342 @Abort_Retry_Fail Sorry for your experience! 

While the team is already investigating this, we would like to have a session with you to understand this further and get the necessary details to expedite the fix.

If you are up for it, let me know, and I'll share a link with you over private messages to schedule a call as per your convenience.

-Souvik

[Abort_Retry_Fail]

hi Souvik,

I appreacate you reaching out but I do not have anything to offer except the error (attached)  that popped up every time they tried to edit a PDF.  The problem/memory error didnt happen to me so my own computer's logs would be no help. The rest of the team are remote and luckly I was able to send simple instructions to enable the compatiblity mode. I can tell you that they all use "Creative Cloud All Apps - Pro Edition" on a mix of Windows 10 and Windows 11 Lenovo computers. I might be able to retrive adobe logs from one of them, but that will take some time. The windows error logs were useless, nothing written there that had anything to do with it. 

If you have any other questions about their setup, I can answer on email or on here. I do not have time for a call.

[S. S]

Thanks for the response @Abort_Retry_Fail. I completely understand your point. 

-Souvik

[AcroGuest111 · Accepted solution]

I've been getting the same error, using Adobe Acrobat Standard. I downloaded the latest update (July 24, 2024), and the issue persisted.

There were some posts about this issue from over 5 years ago, and the solution offered then (updated slightly) fixed it for me. It's much easier that uninstalling / reinstalling the app:

1. Find your Adobe Acrobat program.

2. Right Click --> Properties.

3. Select Compatability tab.

4. Click on Run Compatability Troubleshooter.

5. Select Try Recommended Settings.

That's it. Hope it works for you.

[grafixman1]

I installed the patch 24.002.2096x Optional update, July 24, 2024 and no change. Still having issues, Windows 10 64 bit.

[S. S]

@grafixman1 Sorry for your experience! 

Would you mind trying out the steps mentioned by @AcroGuest111 and let us know if they work for you for the time being?

We are working on it, and the fix should be live soon.

-Souvik

[JC_LA]

Has anyone tried 24.002.20991 Optional update, Aug 05, 2024 (Windows Only) to see if this addresses the issue?

JC.

[Alin5CEA]

installed today, still having the issue

[S. S]

Hi @Alin5CEA @JC_LA, 

Thanks for writing in!

The fix for this issue is targeted in the next release. 

Meanwhile, please try using the app in compatibility mode as shared above and let me know if it works for you.

-Souvik

[Alin5CEA]

Using the app in compatibility mode for windows 8 solves the error but the program displays weird (title and scroll bars are white - i'm using the app with dark theme) and works slower.. I'll wait for the real fix, thanks!

[grafixman1]

WIndows 10, tried the compatibilty mode and so far the problem as gone away. I will track this during the week to see if it holds.

[Proto_65]

So ive tried all the possible listed solutions and work arounds. The program just won't stay open for more then 6 seconds. I have the windows error pop up show when i run adobe as an admin otherwise it will just close after 6 seconds. Using compatibility mode also doesnt help and i even added the optional updates for july and august. I can't even debug it since it closes to fast and im not able to generate a crash report any way.

[Tariq Ahmad Dar]

Hi @Proto_65

Sorry for the troubled experience, and we appreciate your patience.
We know this issue, and the product engineering team is working on it. Please help us gather the logs from your machine: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

~Tariq

[Justin22756365fkgl]

Just to add to the post. I manage a team of just under 30 users. To date I have had 4-5 users report this issue. Plus I'm sure there are many others who dismissed the error without reporting. I have not received the error on my computer. 

The majority of our users are on a Server 2019 domain with Windows 11 Pro installed on their local machine. The remainder of the users are on Windows 11 Pro, but not connected to the domain. All Acrobat Users are using Acrobat Pro installed using Creative Cloud. 

The solutions I've seen presented so far in this thread are not acceptable. Hopefully Adobe can get this fixed soon. 

[JT___]

24.002.21005 Planned update, August 13, 2024 — Acrobat-Acrobat Reader Release Notes (adobe.com)

Update posted today from Adobe. Installed, rebooted, same error pops in a pdf. How frustrating!!!