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. 

[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

[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