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Hello @Thomas OBrien, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. To know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update To further assist you, please reset your Nitro Cloud password through https://cloud.gonitro.com/ Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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Nicholas Lawrence joined the community
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Cam Ly joined the community
- Today
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Dan Baker joined the community
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Derrick Kerley joined the community
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Catherine Bros joined the community
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Andrew Grider joined the community
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Jeremy Moffitt joined the community
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Karen Dudley joined the community
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Hello @Philip Argy, I believe our Incident Response Team have reached out to all affected users, however if you were not notified, our sincere apologies for the inconvenience this has caused you. To further assist you, we have executed a password reset of your Nitro Sign account so please check you inbox. If you did not receive the email, kindly check your Spam / Junk as sometimes our emails goes there. I hope this helps and stay safe always!
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Hello @melanie.wilberforce@gmail.com, Thank you for reaching out to us through our Community Forums! I believe our Incident Response Team have reached out to all affected users, however if you were not notified, our sincere apologies for the inconvenience this has caused you. If you want to know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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How do I black out sections of a page?
AllainU replied to Susan Sifford's topic in General Product Use
Hello @Susan Sifford, Thank you for reaching out to us through our Community Forums! To further assist you, you may use Redact feature of Nitro Pro by referring to this article: https://kb.gonitro.com/knowledgebase#/search/redact/000004470 Thank you for choosing Nitro and I hope this helps. -
Prashant Deshpande joined the community
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Chris Brown joined the community
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A P changed their profile photo
- Yesterday
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I've just received a message saying my data was found after this breach which apparently happened in September 2020. Judging by these messages it has been known about by nitro for some time and the first I have heard is from a non profit that tracks hacks of this nature? Did anyone hear back about this breach, or more reasonably hear from nitro first? I would have expected to hear from nitro once they were made aware of the issue.
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Hello @Malcolm Lyle Jr, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. To further assist you, I have executed a password reset of your Nitro Cloud account where you have used your Gmail address. Please check your inbox and if you did not receive it, kindly also look inside Spam / Junk folder as sometimes our emails goes there. To know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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Hello @Julien IYER, 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 10? To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. This matters because our business installers are different from the online ones. Thank you very much in advance and I am looking forward to hearing back from you.
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Thanks for the link, Allain, but I was not notified that my credentials had been compromised and I have not been forced to reset my password
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Hello @Kathleen Penton, Thank you for this information. Before continuing, please be aware that Nitro Pro 11 or older are already discontinued as documented in our Sunset Policy: https://www.gonitro.com/support/sunset-policy . With that, support for the discontinued versions are no longer available. If you are interested in upgrading your license to Nitro Pro 13 with a discounted rate, kindly access our Upgrade Portal and enter your Nitro Pro 11 serial number: https://www.gonitro.com/pro/upgrade You may also want to purchase Nitro VIP Access (formerly Software Assurance) that entitles users to free upgrades for the next release of Nitro Pro and Premium Support for one year after the purchase date. (Premium Support is prioritized ticket support with our Technical Support staff/Nitro Customer Success and Service Team for one year after the purchase date). You should then receive an email confirmation with a new serial number to activate Nitro Pro 13 and to know more about some enhancements and fixes with Nitro Pro 13, please visit our Release Notes page https://www.gonitro.com/nps/product-details/release-notes In addition to that and many other feature improvements, version 13 also contains some important security vulnerabilities fixes that you might want to consider when deciding whether to upgrade to it or not. You can find out more about these fixes here: https://www.gonitro.com/nps/security/updates However if you prefer working with an older version and as a courtesy, let uninstall your current version as it appears it is not generating the activation certificate. Please refer to these steps: 1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files. Kindly note Appdata folder is hidden and to unhide it, please refer to this article https://cybertext.wordpress.com/2012/05/29/cant-see-the-appdata-folder/ 2. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/professional_12163574/install-cleanup/install-cleanup.zip NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: https://kb.gonitro.com/knowledgebase#/search/stamps/000004307 3. 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. 4. Download and install Nitro Pro 11.0.8 using below offline installers: x64-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x64.msi x32-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x86.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 5. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number. Thank you for choosing Nitro and I hope this helps.
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Error 401 and possibly upgrading issues?
dstaples@grandviewenergy.c replied to dstaples@grandviewenergy.c's topic in General Product Use
Thanks Allain! Very helpful and i have just followed the recommended steps and am back using my Nitro 12 Pro steadily. Very much appreciate the help. -
Hello @A P, 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 12? 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.
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Thanks for your [prompt reply. It worked. thanks,
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PDFs are Printing Slow on Nitro Pro v13.16.2.300
Ronald Chu replied to Ronald Chu's topic in Printing
Hi AllainU, I sent you a private message in response to your post. -
Hello @tiger, Thank you for this post. I am afraid I am unable to find your Nitro Pro 13 purchase under your name or email address. In order to help you with your request, could you please provide the following information for me? -The full name and address of the purchaser -The email address used to purchase Nitro Pro 13. -A copy of the order invoice. To send them 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.
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Deactivation/reactivation issue-License number not valid
AllainU replied to Danielle Shaw's topic in Activation/ Installation
Hello @Danielle Shaw, Thank you for the private message. 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. Kindly follow 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 your Nitro Pro 12.16 using these offline link/s: x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi x64 http://install.nitropdf.com/professional_12163574/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 4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number. Thank you for choosing Nitro and I hope this helps. -
Hello @Philip Argy, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. To know more about this incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Our sincere apologies for this inconvenience and stay safe always!
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Hello @Kerry11, Thank you for reaching out to us through our Community Forums! I would highly recommend going for a Business license in order for you to have just one master serial number, however, you must purchase 20-users or more through our Sales Team by filling-up this online form: https://www.gonitro.com/contact-sales Thank you for choosing Nitro and I hope this helps.
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Windows terminal server and nitro pro users
AllainU replied to Paolo Cellini's topic in Activation/ Installation
Hello @Paolo Cellini, Thank you for reaching out to us through our Community Forums! To further assist you, could you please provide the following information?: -Is your server PHYSICAL machine or VIRTUALIZED (e.g. XenServer, VMWare, Hyper-V, Azure or Amazon WorkSpace)? -Is the server's operating system installed as STREAMED (e.g. Citrix Provisioning Services or Machine Creation Services or Standard Microsoft Remote Desktop Server)? -Will Nitro Pro be installed on the server as STREAMED (e.g. using App-V or ThinApp)? Thank you very much in advance and I am looking forward to hearing back from you. -
Nitro Pro 13.31 Keep Crashing when print using Canon printer
AllainU replied to Wong Khar Heng's topic in Printing
Hello @Wong Khar Heng, Thank you for this information. For the sake of initial troubleshooting of this crashing issue, we recommend that you repair your Nitro Pro. Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. You may refer to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 If Modify button is greyed-out, please refer to this screen-cast that will teach you on how to go to Control Panel > All Control Panel Items > Programs and Features and repair your Nitro Pro program or any application installed on your system: https://www.screencast.com/t/rvpUkq40c If repairing didn't help, let us uninstall Nitro Pro 13.31 and install Nitro Pro 13.33 by referring to these steps: 1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files. Kindly note Appdata folder is hidden and to unhide it, please refer to this article https://cybertext.wordpress.com/2012/05/29/cant-see-the-appdata-folder/ 2. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/professional_13332645/install-cleanup/install-cleanup.zip NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: https://kb.gonitro.com/knowledgebase#/search/stamps/000004307 3. 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. 4. Download and install Nitro Pro 13.33 using below offline installers: x32 http://install.nitropdf.com/professional_13332645/en/retail/nitro_pro13_ba_x86.msi x64 http://install.nitropdf.com/professional_13332645/en/retail/nitro_pro13_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 5. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number. Thank you very much in advance and I am looking forward to hearing back from you. -
Hello @Lea Wensley, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab? This window should show the exact build of the program and its serial number (format is 13.X.X.X, e.g. 13.2.3.26). Lastly, a screenshot of the error message you have received after entering your serial number. To find out how to take a screen shot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b To send them 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.
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Hello @David Johnston, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. To know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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I've gotten the same message from my security company. What's the situation? What do you recommend I do relative to my Nitro account?
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Hello, I am trying to upgrade Nitro Pro 13 from Nitro Pro 12 but when I enter my current serial number (23460x-xxxxx-xxxxx) I get a message "We are unable to validate serial number". I believe I am eligible for the upgrade For the offered price of $39.99. Thank you for your help.
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Hello @Doug Hinsley, Thank you for reaching out to us through our Community Forums! I believe you are referring to our Nitro Pro program that you have stopped using for about 4-years already and this isolated incident is related to our free online conversion service. To know more about this incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Our sincere apologies for this inconvenience and stay safe always!
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Nitro PDF Creator 11.0.8 not creating PDF files
Sandeep Shah replied to Sandeep Shah's topic in Conversion
hi Allain yes perfect!!! it worked. what i did was re installed the software and then ran this link below and problem is solved! http://install.nitropdf.com/professional_13310605/en/enterprise/Nitro_Creator_x64.msi Thanks for the constant effort and help!
