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]

Hoping you've made some progress on this with your developers -- issue was not present for a few days after I updated to 2024.003.20054 which made me optimistic.. but now it's back 😞

[S. S]

@LagunaJim1 Yes! 

We have identified the root cause, and this has been worked on.

The fix should be live with the upcoming release. 

Thanks for kind understanding and patience!

-Souvik

[LagunaJim1]

Very pleased to hear - thanks!!  We knew you'd figure it out..

[Matthew30408766s3m5]

Hi Souvik,

Would you please share an estimate on when we can expect the release so I can sure these details with my impacted users?

We appreciate your team's work and effort on helping resolve this issue.

-Matthew

[LagunaJim1]

Just installed 24.003.20112 update and so far no more error!!!  Thank you :))

[S. S]

Hello Everyone, 

We are live with the next release(2024.003.20112).

Please update the app to the latest version and let us know if the issue is fixed.

Thanks,

Souvik

[Luke38865241v762]

Hi S. S

Thanks for letting us know. We will test it with a few of our users and advise if the issue is still apparent.

Interestingly, this is not mentioned at all in the Known Issues page. Is there a reason for this?

It has affected a significant number of users in our organization, and I may be required to explain the issue.

Thanks!

[Alin5CEA]

Installed 2024.003.20112, no more errors so far. Thank you!

[Maria31868174qfrs]

I have a new computer and did a fresh install today.  It installed 24.003.20112 and i am still getting the memory error. 

[S. S]

@Maria31868174qfrs Thanks for writing in!

Would you mind right-clicking the app icon-> clicking "Properties,"-> going to the Compatibility tab, -> checking if the option "Run in compatibility mode" is unchecked?

-Souvik

[Maria31868174qfrs]

It was not checked.  I checked it and did not get the error.  However, my security team is telling me that is not secure and I should not run it that way.  Are there any other suggestions? 

[S. S]

@Luke38865241v762 I may not be the best person to have this answer.

I can get this checked internally and get back to you.

@Maria31868174qfrs 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

[LagunaJim1]

So far so good on the new update here!  THANK YOU!!

[S. S]

@LagunaJim1 Thanks for letting us know.

-Souvik

[vanessa_3564osca]

We've tested the new release (2024.003.20112) on a handful of machines. Users have reported no errors on this version after a couple days of testing.

[Maria31868174qfrs]

Mine started working today.  Not sure what changed but i have not receive the error yet today and have used it many times. 

[Matthew30408766s3m5]

Hi Souvik,

I have a user that is still experiencing the problem even being on version 24.003.20112. We were able to use the diagnostic tool's advnaced logs combined with Process Monitor running and have captured logs and uploaded them.

Our log ID is: 6eeb4ffc-376c-424a-b083-6e4f65584265

Regards,

Matthew

[S. S]

Hi @Matthew30408766s3m5 Thanks for sharing the log ID. 

Can you please check if the user is not running on Compatibility Mode?

Thanks,

Souvik

[Matthew30408766s3m5]

Hi Souvik,

They are not running Acrobat Pro in compatability mode.

Regards,

Matthew Klonizchii

[Matthew30408766s3m5]

Hi Souvik,

I have an update. It has been about a week, and the impacted user has not seen the error again. We'll let you know if anything changes.

-Matthew

[S. S]

@Matthew30408766s3m5 Glad to know that!

I will be on standby.

-Souvik

[Steven5FDE]

I have 2024.003.20112 and this just started happening to me. Is there a fix? 

[Steven5FDE]

Hi, I have 2024.003.20112 and I just started getting this error message today: 

[S. S]

@Steven5FDE Sorry for the experience!

Please update the app to the latest version (2024.003.20180) and let us know if it fixes the issue for you.

-Souvik

[Matthew30408766s3m5]

Hi Souvik,

Things were quiet for about 3 weeks for the one impacted user I have, but it happened again today. We collected more logs, they are attached to:

13209056-00a2-496d-a09d-384d13ffa1ff

I can verify that they are on version 24.003.20180

Thank you,

Matthew