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. 

[LagunaJim1]

Hi.  I'm sorry I won't be able to work with you remotely, but I appreciate your willingness to do so!  I will monitor this thread for improvements.

Hopefully you will be able to isolate the error and determine the "common thread" among those who have the error.  Perhaps it is related to the Windows version they are runnning - in my case Windows x64 Insider Canary (current ver 27686, US English).  I did turn off any other running applications (e.g. DisplayFusion, WindowManager, Roboform, etc.) before testing with the clean install.  FYI, the issue does NOT occur when I install Acrobat in a Hyper-V VM running similar Windows rev).

[tina_ihire]

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]

@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

[Charlie34712769k02s]

Good morning,

Are there any updates on this? Out of 55 users I have 5 reporting the issue. Clean uninstall/reinstall did not work. The compatability mode worked for 3 of the users, it worked for 1 user for a couple of weeks then Adobe wouldn't open until we turned compatability mode off. I've tried the hot fix posted in the thread but had the same results(errors).

Windows 1110.0.22631 Build 22631

Acrobat Standard 2024.002.20991

[S. S]

Hi @Charlie34712769k02s,

Sorry for the experience! 

Would you mind updating the users to the latest version of the app (2024.002.21005) to see if the issue is fixed or not?

Thanks,

Souvik

[Charlie34712769k02s]

I'm receiving the same error after updating

[JT___]

I made a reply on 8/13 for this update in this same thread. It didn't fix the issue.

[S. S]

@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

[Charlie34712769k02s]

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

[S. S]

@Charlie34712769k02s If you can reproduce the issue on your end, would you mind getting on a call with the dev team and me? 

We cannot reproduce this error in-house, and seeing it in real time would give us a good idea of the root cause and help expedite the fix.

If yes, please let me know if the email address registered on the community is your preferred mode of communication, and I will share a link with you over email, so you can schedule the call as per your preference.

-Souvik

[Charlie34712769k02s]

sure send me the link.

@JM-Techis right though. This happens on fresh installs as well. I find it hard to believe it can't be replicated in house.

[S. S]

@Charlie34712769k02s Sent the email.

Kindly respond accordingly so I can make the necessary arrangements.

-Souvik

[JT___]

4a3cb270-b365-435a-ad29-295bf8ffa0ad

[Chain83]

We are experiencing it on multiple machines here. 3/4 users I have asked at least.

For me (and others here) it started happening only after I reinstalled Acrobat from the CC desktop app (in an attempt to solve the separate recent bug of Acrobat add-in in Word not working). This made Acrobat Pro change from 32-bit to 64-bit. So maybe the problem is not present in the 32-bit version? (Unfortunately the 32-bit version seems not available in the CC app and I don't have admin privileges here).

[JM-Tech]

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]

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

-Souvik

[JM-Tech]

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.

[JT___]

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

Update posted 8/26.

Adobe is still getting the pop up. 

SMH

[defaultafmbl29azmtd]

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

[retnuH]

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

[tj_7239]

Hi,

I've uploaded the log file.

Please check and review. 

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

[S. S]

@tj_7239 Thanks!

I have forwarded this to the dev team for investigation.

-Souvik

[vanessa_3564osca]

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.

[laura_9862]

I did the wipe/reinstall and still getting the error.  Running 2024..003.20054

[S. S]

@laura_9862 This will be fixed with the upcoming release.

-Souvik