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. 

[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

[S. S]

@jeremy_7437 Thanks for writing in!

Adding a screen recording of how to get to compatibility mode. 

Hope this helps.

-Souvik

[JM-Tech]

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.

[stomcat]

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]

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

[selt9621916]

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?

[S. S]

@selt9621916,

Thanks for the update.

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

[ONYST]

Hey Souvik, can you please provide all of us with the mystery DLL file we are hearing about, which supposedly solves the issue???

[stomcat]

I tried these steps but unfortunatly unchecking the option "Run in AppContainer" did not work so I did the following:

Uninstalled Creative Cloud and Acrobat Pro, removed all Adobe directories, and reinstalled Acrobat. The problem came right back.

Do I need to run the Adobe Cleanup Tool that was mentioned by earlier. Do I need to start all over and run the claenup tool thsi time?

[S. S]

@stomcat @selt9621916,

I have shared an email with you using my official email address. 

Please go through it once, and let me know if we can proceed.

Thanks,

Souvik

[stomcat]

Souvik worked with us and installed a new dll which fixed the issue. He indicated that the fix wil be in a future update.

[tiny_3684]

Any chance you can provide myself the .DLL that you provided @stomcat ? Some of our users are complaining about this issue too.

[Sal SJC Computing]

This would be great if you could share this. I too am having this same issue with several of my clients. Thanks!

[S. S]

Hello Everyone!

The DLL files mentioned above were only to capture the area that seemed broken within the app. It was more to help us gather the insights to work on a fix. 

Those files aren't signed or approved to be used on a daily basis, and the same advice was given during the call too.

I request your kind understanding and patience while the team works on this.

-Souvik

[JJVinas]

Hi Souvik, is the fix for this issue deployed yet? If so, in which version? I have one user continually running into this issue.