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. 

[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

[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