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. 

[S. S]

Hi @Matthew30408766s3m5,

Hope you are doing well.

Is the user running the app in compatibility mode? If yes, please disable the setting and try again.

If not, please go to preferences-> Security (enhanced)-> disable "Run app in AppContainer"-> restart Acrobat.

Let me know if this works.

-Souvik

[kari_7006]

We are experiencing the same issue with 1 of our 3 end-users for a particular task.  They are running Windows 11 with Adobe Acrobat Pro latest version.  It seems to be when she is in her browser and clicks to browse to attach a file, and while in there will open the PDF in Adobe Acrobat Pro from the same browsing window and then select it to upload.  It doesn't happen until she's further thru the day and then once it happens you cannot get out of it.  We have toggled the version and the Security(enhanced) suggestion listed by you and still we are not working.

[Matthew30408766s3m5]

Hi Souvik,

I verified that they are not using compatbility mode. Disabling "Run app in AppContainer" and restarting Acrobat (and/or the PC) did not resolve the issue.

Regards,

Matthew Klonizchii

[kari_7006]

Compatibility mode seems to be working for us for now...we tried disabling the AppContainer and the issue still occurred.

[Brandy5E62]

S. S

does ANYONE have a fix for this yet? This has been doing it to me since July.

Brandy

 

[S. S]

@kari_7006 @Matthew30408766s3m5 Thanks for reporting this.

Let me check with the team on the next steps and get back to you.

@Brandy5E62 Sorry for the trouble. Would you confirm the app version you are seeing this on? 

You can check the version by going to Menu-> Help-> About Acrobat Pro.

-Souvik

[Brandy5E62]

S. S 

I am using 2024.003.20180 64 bit

[Brandy5E62]

Hi Souvik -

I am using 2024.003.20180 64 bit version
[PII removed by mod]

[S. S]

@Brandy5E62 Would you mind updating the app to the latest version (2024.004..20220) and let us know if it works?

To update, please go to Menu-> Help-> Check for updates.

-Souvik

[Brandy5E62]

This appears to have worked!

Brandy

[Matthew30408766s3m5]

I had my organization's impacted user update to 2024.004.20220 - and the issue still persists. We are not running in comptability mode. We tried running with AppContainer on and off. The issue reproduced both times.

Thank you,

-Matthew

[S. S]

@Matthew30408766s3m5 Are the impacted users using the FileOpen plugin by any chance? 

Also, the OS versions of the systems. Just trying to narrow down the approach.

-Souvik

[kari_7006]

I can tell you we are not using the FileOpen plugin and are on Windows 11.  Since putting the users in Compatibility Mode with Windows 8 the issue stopped happening.  These users luckily are not seeing a downside to this with their job duties, but obviously this is not a permanent solution.

[S. S]

Thanks @kari_7006 for the details.

Let me get this forwarded to the team.

-Souvik

[Matthew30408766s3m5]

Hi Souvik,

I don't think there are any plugins installed for my impacted user. I open Acrobat Pro > go to Menu in the upper left corner > and Plugins is completely greyed out.

User is on Windows 11 - Enterprise 23H2.

-Matthew

[CB2024]

 Good Afternoon,

We are also experiencing this issue. Adobe Acrobat DC Standard, installed via the creative cloud. We updated the app to the latest version and it did not resolve the issue. 

We then uninstalled everything and ran the adobe cleanup tool. Re-installed the Creative Cloud and installed Acrobat again just now. This also did not resolve the issue.

[CB2024]

We followed the step to go into preferences-> Security (enhanced)-> disable "Run app in AppContainer"-> restart Acrobat.

This seems to stop this error from occuring for the time being.

[S. S]

@CB2024 Thanks for sharing this.

@Matthew30408766s3m5 I have forwarded this to the team.

-Souvik

[ONYST]

We too have multiple users experiencing this as well (2024.004.20220).

OS: Win 11 23H2 Pro & Enterprise.

Uninstallation + Adobe Cleanup Tool + Reinstallation did not cure the error.

[S. S]

Hi @ONYST @CB2024 @Matthew30408766s3m5 @kari_7006,

Please let me know if any of you would be up for a call. 

If yes, I would like to share an email with the one registered in the community to set up a call at your convenience to understand and try to troubleshoot over a call.

Also, getting a user who experiences the issue would be highly suggested.

-Souvik

[Jim_Jamsm]

Hello Souvik,

My users are also getting this error on the latest adobe build (as of 11/06)

Please let me know whenever you have any troubleshooting steps/updates. Running Adobe Acrobat Pro on Windows 11.

[S. S]

Hi @Jim_Jamsm Sorry for the trouble.

Would you mind checking the above message and letting me know if this is a possibility?

-Souvik

[Matthew30408766s3m5]

Hi Souvik,

My impacted end user and I can meet remotely with your team Tuesday, 11/12/24 for additional troubleshooting and demonstration of the issue. We currently have open availability between 13:00 - 16:00 PST; if that works for you and your team.

Regards,

Matthew Klonizchii

[S. S]

Hi @Matthew30408766s3m5,

Thanks for the update.

I have shared a link with you over a private message.

Please schedule the call at your convenience.

Thanks,

Souvik

[jeremy_7437]

I just got a new laptop and am having this issue (November 2024), trying the clean up thing mentioned before but I cant find the compatability option that others have menitoned, I am on Windows 11