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Hello @Cristian Castillo Thanks for reaching out to us! So that we can troubleshoot the problem, please provide me with the following: - What exact version of Nitro you are using. You can find this information by opening Nitro. Go to the Help tab, then click About Nitro Pro. - Are there any specific files behaving this way? Or is it happening to all files? - Are the files in a specific folder? If they are transferred, does the same thing happen? - Please walk us through your specific step by step workflow so we can try to replicate the issue on our end. - If you can also provide us with some files for testing please forward them to us. - Please also send us a videocast or some relevant screenshots so we can have a better understanding of your process and the issue. I look forward to your response.

Hello @r.righetti@ncr-biochemical.it, Thank you for your post and our sincere apologies for the inconvenience. Are you by any chance printing to a Kyocera printer? Thank you and I am looking forward to hearing back from you.

Hello @Paul Humphreys, Thank you for reaching out to us through our Community Forums! To further understand the issue, does the fields on every documents has the same FieldName in their properties? Thank you very much in advance and I am looking forward to hearing back from you.

Hello @Shannon Jones, Thank you for reaching out to us through our Community Forums! I have gone ahead to execute resetting of your Nitro Sign password so please check your inbox and your Spam/Junk folder as sometimes our emails goes there. Thank you for choosing Nitro and I hope this helps.

Hello @mnewhart@hanebutt.com, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide the serial number of the Nitro Pro and what build of Nitro Pro is the user working with? You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.XX.X.XXX, e.g. 13.46.0.937) or you can go to Control Panel > Programs and Features. To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. Lastly, is their SharePoint on premise or online? Thank you very much in advance and I am looking forward to hearing back from you.

Hello @Jason Karns, Our sincere apologies for the delay. Does this happen with just a specific file? If yes, would it be possible sending over a copy so I can do some tests on our end? To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. Thank you very much in advance and I am looking forward to hearing back from you.

Hello @Bill Mosca, Thank you for your response and please note that we created a supported case in your behalf for better handling of your concern. Thank you and we are looking forward to hearing from you soon through the support ticket. Cheers!

Hello @Darren Anderson, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide the serial number of your Nitro Pro 11? To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. Thank you very much in advance and I am looking forward to hearing back from you.

Hello @Leonie Hirst, Thank you for reaching out to us through our Community Forums and kindly note that our Activation Portal can only deactivate, not activate. With regard to the error 'The serial number entered does not exist' message, it means the serial number you are trying to activate is for a different version of Nitro Pro. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 12. We then activate it using your serial number by referring to these steps: 1. Uninstall Nitro Pro from your computer by going to Control Panel > Programs > Programs and Features then reboot the machine. 2. Please clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package. 3. Download and install Nitro Pro 12 by downloading our offline link/s below: x32 http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_ba_x86.msi x64 http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_ba_x64.msi To know if you have 32-bit or 64-bit, please refer to this article: https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq Important: If you are using Chrome or any of the Chromium-based browsers (e.g., Vivaldi, etc.) and you are unable to access the above installer links, you're more than likely experiencing the results of a new security feature that was silently pushed out to the browsers, which blocks .exe/.msi/etc downloads without any visible error or prompt on the browser's frontend user space. In order to bypass this, please try these steps: a. Right-click the link you're trying to download, and select "Save link as..." b. Choose your save location and select "Save" c. On the bottom edge of your browser window, the Downloads bar should now appear and the file will show up with a red error icon, attempting to block the download. Press the caret button and select "Keep" 4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 23460x-xxxxxx--333793. Thank you for choosing Nitro and I hope this helps.

Hello @Nate Williams, Thank you for reaching out to us through our Community Forums and our sincere apologies for not being able to submit support cases. Rest assured we are looking into this. Looking at your previous support case, I can see you are activating Nitro PDF Pro 13 using a license-file and to further assist you, we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 13 using our Enterprise installers. We then activate it using your license-file by referring to these steps: 1. Uninstall Nitro Pro from your computer then reboot. 2. Please clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package. 3. Download our Nitro PDF Pro 13 Enterprise installers from this page: https://www.gonitro.com/installers/enterprise/v13/msi/download 4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate and by loading your license-file 'f716259c-xxxx-xxxx-xxxx-c607dc7c118e.lic' (do not copy/paste the license file name). Thank you for choosing Nitro and I hope this helps.

Hello @Brent Grung, Thank you for reaching out to us through our Community Forums! Please note that we no longer support Nitro Pro 11 and its activation servers have been shut down which is why you are having issues activating. We recommend upgrading to our latest version, Nitro PDF Pro 13, which comes with significant stability and security improvements, as well as many feature enhancements, in particular in conversion and OCR functions. To upgrade to Nitro PDF Pro 13, please visit our Upgrade page https://www.gonitro.com/pro/upgrade Alternatively, you can upgrade to the latest build of Nitro Pro 12. Per our Sunset Policy, https://www.gonitro.com/nps/product-details/sunset-policy , we have stopped making feature enhancements to version 12 once we released version 13. You can find the Nitro Pro 12.16.9.574 installer on this page and activate it with your current Nitro Pro serial number 234600-xxxxxx-669831: https://www.gonitro.com/nps/product-details/downloads If you are getting the 'Nitro Pro Wizard has failed' message using our .exe package, it is because it requires a stable Internet connection to download installation files so please use this alternative OneDrive link to get our offline English MSI packages: x32 http://install.nitropdf.com/professional_13492993/en/retail/nitro_pro13_ba_x86.msi x64 http://install.nitropdf.com/professional_13492993/en/retail/nitro_pro13_ba_x64.msi Important: If you are using Chrome or any of the Chromium-based browsers (e.g., Vivaldi, etc.) and you are unable to access the above installer links, you're more than likely experiencing the results of a new security feature that was silently pushed out to the browsers, which blocks .exe/.msi/etc downloads without any visible error or prompt on the browser's frontend user space. In order to bypass this, please try these steps: a. Right-click the link you're trying to download, and select "Save link as..." b. Choose your save location and select "Save" c. On the bottom edge of your browser window, the Downloads bar should now appear and the file will show up with a red error icon, attempting to block the download. Press the caret button and select "Keep" Thank you for choosing Nitro and I hope this helps.

Any further information available re: this issue?

Just to clarify - deselected and reselected the add-ins under nitro\support tools\pdf creators ...

I am trying to insert an image which is a zoomed in clip of a plan. I took a snapshot of the area and pasted it into the document and increased the scale. The problem is as soon as I go and perform another function the image is automatically flattened to the base layer. I want to be able to delete that image insert later on, which once it is on the content layer does not appear possible. Is there a way I can insert an image to a document either on the annotation layer, or some way that I can keep it from flattening to the content layer so the image can be removed once it's no longer needed?

Hello, I am getting an error 0x00000000 every time I try to open a PDF file. PDF files are correct because I can open them with other software without problems. I need help. Thanks.

Thank you very much, I bought the update and the problem is solved. Bye

Thanks This is working. Regards

Thanks for the response. I have completed all the above steps and the add-ins are no longer shown in the office apps file\options\add-ins\com. I have also deslected the add-ins under Nitro\support tools\PDF creators. Finally i checked the cleanup log file and there are some errors shown, mostly "cannot remove registry by VBS .... try to delete key using CMD". Can you offer any addtional advice ?

Hello, I write again because I still have problems with NITRO. After a short period when I was able to print the edit I make now it does not work any more and now I've problems in printing as well because most time I try to print a document Nitro crashes and closes itself. In this situation is difficult to use the program. I hope you can help me or I think it'll be necessary for me to unistall Nitro end try another software. Waiting for your kind reply Thank you Rita

Hi I had lost Nitro Pro 12 moving from Windows 10 to 11. I reinstalled the Pro 12 software and I clicked on Activate and then get the pop up box where I copied my intallation ID and click on the URL but it says there is a site error. So then I decided to visit that link on my mobile phone rather and I got this screen, but I dont know if that is how I am supposed to enter the information.

Hello @Ryan MacDowell, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience. To further assist you with your concern, a support case was created on your behalf and I have sent you an email. Stay safe always and I am looking forward to hearing from you soon.

This year when preparing documents for our clients to sign I have found that the same sections of each individual clients combined documents is scrambled and there are extra icons covering information? (This only happens to the documents once loaded into or combined in Nitro and it only affects the same certain section of each individuals combined documents) How do I fix this problem to keep working with Nitro?

Could someone from Nitro Tech. Support please view and reply to my query above.

Please review and approve...

My computer hard drive has recently given up and I have now have a new computer. I am unable to get my Nitro Pro working again on the new computer using the product Serial No. I understand that Pro 11 is not supported anymore however I am happy with it and do not want to upgrade if possible - It does everything I need! As it was working fine up until the H/D issue, is it possible to just have it deactivated then reactivated on the new computer?