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. 

[thomasp_2025]

I tried this one and it didn't work. Its still happening as well. 

[colleen_2668]

Had this issue on a few PC and this fixed the problem. Thank you!

[gavin_6132]

thank you this worked for me. 

GAvoodle

[steven_6049]

This worked!!!

[grafixman1]

I installed the patch 24.002.2096x Optional update, July 24, 2024 and no change. Still having issues, Windows 10 64 bit.

[S. S]

@grafixman1 Sorry for your experience! 

Would you mind trying out the steps mentioned by @AcroGuest111 and let us know if they work for you for the time being?

We are working on it, and the fix should be live soon.

-Souvik

[JC_LA]

Has anyone tried 24.002.20991 Optional update, Aug 05, 2024 (Windows Only) to see if this addresses the issue?

JC.

[Alin5CEA]

installed today, still having the issue

[S. S]

Hi @Alin5CEA @JC_LA, 

Thanks for writing in!

The fix for this issue is targeted in the next release. 

Meanwhile, please try using the app in compatibility mode as shared above and let me know if it works for you.

-Souvik

[Alin5CEA]

Using the app in compatibility mode for windows 8 solves the error but the program displays weird (title and scroll bars are white - i'm using the app with dark theme) and works slower.. I'll wait for the real fix, thanks!

[grafixman1]

WIndows 10, tried the compatibilty mode and so far the problem as gone away. I will track this during the week to see if it holds.

[Proto_65]

So ive tried all the possible listed solutions and work arounds. The program just won't stay open for more then 6 seconds. I have the windows error pop up show when i run adobe as an admin otherwise it will just close after 6 seconds. Using compatibility mode also doesnt help and i even added the optional updates for july and august. I can't even debug it since it closes to fast and im not able to generate a crash report any way.

[Tariq Ahmad Dar]

Hi @Proto_65

Sorry for the troubled experience, and we appreciate your patience.
We know this issue, and the product engineering team is working on it. 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. 

~Tariq

[Justin22756365fkgl]

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. 

[JT___]

24.002.21005 Planned update, August 13, 2024 — Acrobat-Acrobat Reader Release Notes (adobe.com)

Update posted today from Adobe. Installed, rebooted, same error pops in a pdf. How frustrating!!!

[kevin_1237]

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

[kevin_1237]

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

[S. S]

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

[LagunaJim1]

Hello.  Performed CLEAN INSTALL of 21005 just now on Win11 pc -- issue persists. 

FYI, does not depend on the existence of any signature files.  After clean install simply launched acrobat and opened an existing pdf.  About 15 seconds later, the "Windows Application Error Referenced Memory could not be written" error.

Reverted to 20895 and issue not present.

[S. S]

@LagunaJim1 I have sent an email from my official email address. 

Please review the email and respond accordingly so I can make the necessary arrangements.

-Souvik

[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