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Pierre Martin Louis

Nitro pro version 9, version 10 et Version 13 Crash

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Pierre Martin Louis

Bonjour,

nous rencontrons un problème dans l'application Nitro pro,  avec l'un de nos ordinateurs avec Windows 10 pro 64 bits version 2004. En fait, depuis quelques mois, quand on lance un fichier pdf avec nitro pro 9 l'application nous lance un message d'erreur avec "Rapport de dysfonctionnement pour Nitro pro" contenant un rapport qu'on doit expédier à la compagnie.

De notre côté, on pensait que c’était un problème de version, alors on a changé pour la version pro 10, même problème et on a commandé la version 13(la dernière), encore le même problème de rapport de dysfonctionnement.

Comment peut-on régler ce problème qui nous dérange beaucoup dans nos opérations. 

 

English:

Hello,

we have a problem in the Nitro pro application, with one of our computers with Windows 10 pro 64 bits version 2004. In fact, for a few months, when we launch a pdf file with nitro pro 9 the application has launched a error message with "Malfunction report for Nitro pro" containing a report that must be sent to the company.

On our side, we thought it was a version problem, so we switched to pro version 10, same problem and ordered version 13 (the latest), again the same bug reporting problem.

How can we solve this problem that bothers us a lot in our operations.

Edited by AllainU

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AllainU

Hello @Pierre Martin Louis,

Thank you for reaching out to us through our Community Forums!

In order for me to further assist you with your concern, could you please provide the following?:
-Build of Nitro Pro are you working with. You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.X.X.X, e.g. 13.2.3.26) or you can go to Control Panel > Programs and Features.
-Does this happen with every file? If it is a single file, please send us the sample file (with sensitive information extracted) by sending me a private message so I can replicate it on my end. 

To send a 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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Pierre Martin Louis

Bonjour @AllainU,

Merci pour le suivi que vous avez donné à ma requête.

voici l'information demandée:

Nitro pro 13 Build: 13.22.0.414.

C'est un problème intermittent qui arrive 3 à 5 fois par jour au moment où l'on manipule nos fichiers pdf. Cela arrive avec n'importe quel fichier pdf que l'on utilise. Comme tu souhaiterais avoir un exemple de fichier, je vais t'en expédier un; mais cela ne veut pas dire qu tu pourras reproduire le problème. Car, comme mentionné plus tôt, cela arrive à n'importe quel moment et avec n'importe quel fichier pdf.

voir en pièce jointe dans votre messagerie.

J'attend votre suivi.

Bonne journée !

Merci !

 

Thank you for the follow-up you have given to my request.

here is the requested information:

Nitro pro 13 Build: 13.22.0.414.

It is an intermittent problem that happens 3 to 5 times a day when we handle our pdf files. It happens with any pdf file you use. As you would like to have a sample file, I will send you one; but that doesn't mean you can reproduce the problem. Because, as mentioned earlier, it happens at any time and with any pdf file.

see attached in your mailbox.

I await your follow-up.

Have a good day !

Thank you !

Edited by AllainU

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AllainU

Hello @Pierre Martin Louis,

Thank you for your private message and for providing a sample PDF file.

Since I am unable to replicate the crashing issue on our end, we highly recommend updating to the latest build 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_13241467/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._ using below offline installers:

x32 http://install.nitropdf.com/professional_13241467/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13241467/en/retail/nitro_pro13_ba_x64.msi

If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 

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. 

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Pierre Martin Louis

Hi,

thank you for helping us. Do you have a french version for this build?

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AllainU

Hello @Pierre Martin Louis,

Sorry for providing your English installers.

Yes you may use these direct links for our French installers:

x32 http://install.nitropdf.com/professional_13241467/fr/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13241467/fr/retail/nitro_pro13_ba_x64.msi

Thank you for choosing Nitro and I hope this helps.

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Pierre Martin Louis

Thank you so much. However, if i 'd like to install the french version, should i have to uninstall the english version first than install the french version?

thanks for your answer !

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AllainU

Hello @Pierre Martin Louis,

My apologies because the answer is yes.

Please uninstall the English version, reboot your machine and reinstall using our French direct installers.

Should you have further questions, please do not hesitate to reach-out again.

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Pierre Martin Louis

Hi @AllainU,

just want to let you know that, this week we had the same issue, but a little bit less than before upgrading to the last version.

the last time that we had this issue, we've sent a bug report to "Milo GoodMan", and inside this email there is two files (.XML and .dmp).

But, i can't send you these files.

you can see the screenshot in attachment.

https://cloud.gonitro.com/p/EgZMqgWUR1kqe2BmYtmc_A 

https://cloud.gonitro.com/p/2HsHRMhm1-Z2XawsETwTXA 

 

Edited by Pierre Martin Louis

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Pierre Martin Louis

Hi @AllainU,

Can you please give me a follow up about this issue ? we still have this bug.

thank you !

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AllainU

Hello @Pierre Martin Louis,

We have checked the crash report and it seems like your user was working with annotations when the program crashed.

To further investigate, we would love to have a copy of the file she was working on (with sensitive information extracted) so I can replicate it on my end. You may use Redact feature of the program to hide confidential information before sending us a copy.

Also, please provide her exact workflow before it crashed. If the crashing can be replicated easily, kindly capture a video-cast of the issue so we can see your work-flow in action. To take a video-cast, we suggest using TechSmith Capture (formerly Jing), since its free and easy to record video by clicking 'Capture a Video' then 'Record' button. Once done performing the workflow, click 'Stop' then 'Upload to Screencast' button to link the video.

Then copy the link by clicking 'Copy' button then hit 'Okay' to close the window and provide me the URL / link of the uploaded video on your next response. Here's a link to the TechSmith download page: https://www.techsmith.com/download/jing/

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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Pierre Martin Louis

Hi @AllainU,

jut want to mention that, the user tells me that she uses to execute multiple files (ex: 2 - 10 files) at a time. Do you think this process could cause the Nitro's crash ?

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Pierre Martin Louis

I ask this question because we often have this issue when opening multiple pdf files at a time. Thank you !

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AllainU

Hello @Pierre Martin Louis,

Thank you for your responses and for letting us know you are unable to replicate the issue at anytime.

If ever the issue reoccurred, please capture a video-cast using TechSmith and share us the link so we can see your workflow.

We would also love to have a copy of the file your user is working on (with sensitive information extracted) so we can replicate it on our end. You may use Redact feature of the program to hide confidential information before sending us a copy.

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 stay safe always.

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Pierre Martin Louis
21 minutes ago, AllainU said:

Hello @Pierre Martin Louis,

Thank you for your responses and for letting us know you are unable to replicate the issue at anytime.

If ever the issue reoccurred, please capture a video-cast using TechSmith and share us the link so we can see your workflow.

We would also love to have a copy of the file your user is working on (with sensitive information extracted) so we can replicate it on our end. You may use Redact feature of the program to hide confidential information before sending us a copy.

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 stay safe always.

just want to mention that, the user tells me that she uses to execute multiple files (ex: 5 - 10 files) at a time. Do you think this process could cause the Nitro's crash ?

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Pierre Martin Louis

Hi,

we have experiencing the same issue, but i couldn't take the video. However, i have the pdf file when the issue occured.

https://cloud.gonitro.com/p/iivYoNiSW-xxxxxxxxxxxxxxxxx

Thank you !

Edited by AllainU

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