Windows - Application Error

[reinhart_2883]

This only started recently in March 2025, but every time I open a .pdf using Adobe Acrobat I get a repetitive Windows - Application Error message. It says:The instruction at 0x00000000756C8E6D (previously) 0x0000000005DA88E6D (currently) referenced memory at 0x00000000000018. The memory could not be read.

I can't find anything current within either the MS or Adobe communities or online about this specific error message.

Please help!

[S. S]

Hi @reinhart_2883,

Hope you are doing well. Sorry for the trouble with using Acrobat.

When do you see this error message? Is this when opening a PDF file directly or through some third party application?

Would you mind trying the steps here: right-click the app icon > properties > compatibility tab > check the checkbox saying "Run the app in compatibility mode for" > select Windows 8 > Apply > OK.

Also, please update the app to the latest version (2025.001.20458) for the best experience. 

To do so, go to Menu > Help > Check for Updates.

If neither of this works, please help us gather logs from your machine: https://adobe.ly/4l1gBRA. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

Look forward to hearing from you.

Regards,
Souvik.

[healthsciences]

This trick with Windows 8 compatibility mode does not work. Please see new comment in the thread.

[reinhart_2883]

Updating the app to the newest version appears to have helped.  Hopefully it is a lasting solution.

[healthsciences]

Sadly, this is not the case for me.

[Him]

It occours when opening PDF from New Outlook.

[S. S]

Hi @Him,

This is still a work in progress. I cannot commit on the fix version, but work is ongoing in priority.

I will update the thread as and when I hear the news.

Regards,
Souvik.

[brennan_5746]

Any updates on this fix? I have users encountering this issue daily seems to only happen when opening PDF's from Outlook new our classic. Extremely frustrating. 

[jamesw35597328]

Well you haven't made much progress with your work becasue its still occuring. 

[darren_3805]

I get exactly the same error when opening any PDF file. I've tried uninstalling, re-installing. Running the repair tool and checking to ensure I've the latest version of the app... nothing seems to work. This error only started in the last couple of months. 

[S. S]

Hi @darren_3805,

Sorry for the trouble. 

We are aware of the issue, and the fix should be live soon.

We will update the thread once we hear back from the team.

Regards,
Souvik.

[Michael27029237asxe]

Hello,

What is the expected ETA for the fix?

[healthsciences]

Have exactly the same issue. Also been painful, for the past month or so... Tried:

• repairing
• uninstalling
• removing everything
• using acrobat cleaner tool
• removed registry keys

Nothing seems to be working.

When opening the program in normal user mode, it just ends abruptly. When opening the program in admin mode, the application error popup appears: 

[iamalanmarshall]

We are having the same issue at the University of Missouri with multiple users. Completely reminaged the Windows 11 computer and the issue occured again soon after resetting up the user's system. The error pops up when opening pdfs, from multiple sources, when opening them from Outlook desktop client but not from the web client.

[healthsciences]

I can preview Adobe files from within Outlook Desktop, but if I open the file using Adobe it opens and then the app closes on its own after 5-10 seconds. Only when I open as an admin do I see that error message. As a not-so-great workaround, I've resorted to opening files with Firefox but obviously can't use all the editing features now.

[AnandSri]

Hello!

I hope you are doing well, and thanks for reaching out.

Could you please install the latest build of Acrobat from Menu > Help > Check for updates, and install 25.001.2047x Optional update, Apr 28, 2025. Restart the machine and try again. 

If the issue continues, please download and install the Log Collector tool. Install and run it. Make sure to select all the log options. After running the tool, try to reproduce the issue and save the logs. You can either share the logs with us in this thread or, if the tool generates a log ID, provide that ID for further investigation.

Thank you for your time and cooperation.

Regards,

Anand Sri.

[iamalanmarshall]

We have that update version (25.001.2047x Optional update, Apr 28, 2025) installed and have restarted but recieved the same error which has been captured in the log file with Log ID: 216b1cf8-8181-4b12-ad49-4eb4452dde69.

[AnandSri]

Hello!

Thank you for providing the log ID. Could you please also collect the Crash logs from the machine and share them and the log ID with us?

Meanwhile, we will investigate the above logs and share an update with you soon. Thank you for your time and cooperation.

Regards,

Anand Sri.

[edited response]

[iamalanmarshall]

Acrobat isn't actually crashing. The user opens a pdf file from Outlook and then get's the error code below. She clicks ok and then proceeds on (Acrobat continues to work). Do you still need the crash logs?

[AnandSri]

Hello,

The crash logs include the crash dump and other files that aid in the investigation. Collecting and sharing these logs with us will help isolate the issue further.

Thanks,

Anand Sri.

[healthsciences]

It's not crashing any longer! This might (finally) be the solution. I'll keep monitoring, but happy to report that this solution might actually do the trick!

[AnandSri]

Do let us know the status and the current progress.

Thanks,

Anand Sri.

[iamheathercreamer]

This error is persisting with multiple users at the University of Missouri.  Our users get the pop up and click OK and proceed normally with their work.  Is there a solution to this yet? 

[jamesw35597328]

We are receiving the same error message and have been unable to reach Adobe support.

[Precious_enthusiast3774]

Also having this same issue.  Very frustrating.