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Windows Application Error Referenced Memory could not be written

Forum|Forum|1 year ago
July 18, 2024
37 replies
291668 views

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.

Correct answer adminu31318584

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.

Show previous replies

K

khuynh@telligen

New Participant

We're currently having the same issue on a 1 of our laptops.

Tried uninstalling/reinstalling and then uninstalling, run Adobe Cleaner tool and reinstalling. Both method came back with the above error.

S

stomcat

New Participant

I am using Acrobat Pro and have this issue also. I tried everything short of uninstalling, which I will now try. Adobe Support told me to contact Microsoft Support. ?????

S_S

Community Manager

Hi @stomcat,

Sorry for the trouble.

Would you mind trying out the steps mentioned below:

Go to Menu-> Preferences-> Security (enhanced)-> uncheck the option "Run in AppContainer"-> Restart the app.

Let me know if this works.

-Souvik

S

selt9621916

New Participant

Hey Souvik

I tried you steps above and it didnt make any difference

I also tried repairing adobe but I still get the error everytime I open a pdf

What is the fix for this?

J

JM-Tech

Participating Frequently

The only way I seem to have fixed this for anyone is by completely uninstalling, rebooting, and reinstalling the latest. However, sometimes after doing this acrobat will not launch correctly. The fix for this is deleting the registry keys for Adobe. (which of course causes other issues).

I tried troubleshooting the issue itself on multiple systems only to realize I'm not solving anything because it is intermittent. Seems to happen everytime but then suddenly stops on it's own with then returns.

I've tested this by killing every application associated with acrobat. Open a document and the issue happens. But then repeating the process sometimes does not cause the message.

Uninstalling completely, rebooting, reinstalling isn't a proper fix because I can't automatically do this to the 200 users that require it. Mostly because I have a 50% chance of breaking acrobat and not launching anymore which requires intervention to fix.

T

tj_7239

New Participant

Hi,

I've uploaded the log file.

Please check and review.

LogID: 0d909060-b25a-411f-9860-ce23655ddf1b

S_S

Community Manager

@tj_7239 Thanks!

I have forwarded this to the dev team for investigation.

-Souvik

V

vanessa_3564osca

New Participant

I can provide log files if needed. I have around 50 users reporting this issue. I've tried all of the fixes mentioned in this post with the exception of wipe/reinstall. Nothings working.

D

defaultafmbl29azmtd

New Participant

This is very annoying, issue not fixed even after latest update.

R

retnuH

New Participant

Mine actually got worse after the 8/26 update. Bluebeam Revu is getting a lot more use now.

J

JT___

Participating Frequently

24.003.20054 Optional update, Aug 26, 2024 (Windows Only)

Update posted 8/26.

Adobe is still getting the pop up.

SMH

J

JM-Tech

Participating Frequently

This issue is still happening with 21005. It seems I can't keep it in compatibility mode to avoid the error because when combining files over sharepoint it gives untrusted folder location and no matter what you do to allow it doesn't work. I imagine because compatibility mode strips a lot of the functionality of network locations including the higher encryption that sharepoint utitilizes.

Is there an official bug reported for this I can follow rather than this thread. Everytime I get an email from this thread it's frustrating because it's more people claiming to have the issue with 0 fixes. Now Adobe requesting logs? It's pretty easy to replicate the issue. Install adobe and open it. You get the error. I've installed it on fresh systems and receiving the same issue.

S_S

Community Manager

@JM-Tech Please check the above message and let me know if that is a possibility for you.

-Souvik

J

JM-Tech

Participating Frequently

I made changes to my custom installer to include the latest patch rather than the one originally included in the package downloaded from https://helpx.adobe.com/ca/acrobat/kb/acrobat-dc-downloads.html

Seems to be working correctly now. May be a combination of that on top of a few other changes I've made however, my customization also includes registry edit that disabled new acrobat.

If the issue re-occurs I will respond.

T

tina_ihire

New Participant

Not a helpful post, but just advising that we are just another user experiencing the issue (actually a user in our company) and I wanted to follow along. I don't want to make changes to the compatibility settings as that can come back and bite us later if forgotten to "undo" after a fix is found and released.

S_S

Community Manager

@tina_ihire Sorry for the experience, and thoroughly understand your concern.

This is a work in progress and should be fixed soon.

I will keep everyone updated once the fix is live.

-Souvik

C

Charlie34712769k02s

New Participant

@JT___ @Charlie34712769k02s Thanks for the response.

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.

-Souvik

LogID: 8878612c-267b-4139-82b9-4542a6838e39

K

kevin_1237

New Participant

Same issue for me on Windows 11, did not resolve after the latest Acrobat update of 13th August 2024.

K

kevin_1237

New Participant

Here are the log files of my reproduction of this error, Log ID: 1e5d2adb-bfb8-4764-9332-ab772c52f18c

S_S

Community Manager

Hi @adminu31318584,

Sorry for the experience, and thanks for sharing the logs.

The team is working on it; a fix should be live soon. I will forward them the logs you shared so that it helps them investigate.

Also, I have shared an email to the email address that you are registered on the community, please go through the email and respond accordingly, so we can make the necessary arrangements.

-Souvik

J

Justin22756365fkgl

Participating Frequently

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.