NitroPro 12: Setup wizard has failed

[Miguel Ángel SAONA-VALLEJOS]

Good afternoon.

Today, after an update on Windows 10, I couldn't open Nitro12, and received this message:

The service does not have sufficient privileges. Please Reinstall.

I contacted the Support Service and they recommended me to install its corresponding Update. I uninstalled the version I already had on my computer before installing the update, and now after two hours trying it on Chrome, Firefox, and Edge, all the time, after downloading 87% of the app, I get the same message:

NitroPro Setup Wizard has failed. 

I contacted the Support Service again but they have diverted me to this forum.

Please, what can I do?

Thank you very much in advance for your help and kind regards,

M.A. 

[Allain Umailin]

Hello @Miguel Ángel SAONA-VALLEJOS,

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

Based on the screenshots you send me, I believe you are installing using our online installer that requires downloading files during the installation process.

As a work-around, 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. 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 12.16 using below offline installers:

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

4. 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.

[Miguel Ángel SAONA-VALLEJOS]

Hello, again, @AllainU

Thank you very much for your kind support. I have followed all your instructions verbatim, but I needed Nitro for my lessons and, as a teacher, all my materials are in PDF format. So, meanwhile, as I waited for being able to reinstall NitroPro12, yesterday, I downloaded NitroPro13 to be able to keep on working. Now that I try to run the NitroPro Setup Wizard, I get a message saying:

A later version of NitroPro is already installed.

The funny thing is that I cannot uninstall NitroPro13 now.  It does not appear on the list of Programs in the Control Panel  (Control Panel\Programs\Programs and Features) but on 😄 Program Files. When I try to delete it from there, I get a message saying all the time:

The action can't be completed because the folder or a file in it is open in another program. Close the folder or file and try again.

I've been trying it multiple ways for more than an hour now, and I don't know what to do.

Please, I need your help one more time!

Kind regards,

Miguel

[Allain Umailin]

Hello @Miguel Ángel Fuentes Manri,

Have you tried rebooting your machine and try to uninstall again Nitro Pro 13?

If that did not help, please download and run our Clean Up utility to delete traces of Nitro Pro then reboot your machine: 

http://install.nitropdf.com/professional_13263505/install-cleanup/install-cleanup.zip 

Afterwards, try reinstalling Nitro Pro 12 using the direct installers I provided above.

Thank you very much in advance and I am looking forward to hearing back from you. 

[Miguel Ángel SAONA-VALLEJOS]

Dear @AllainU,

I am desperate now. I have followed verbatim all the steps you've recommended without being able to install NitroPro12.

Yes, I've been able to uninstall NitroPro13, finally, but when I try to reinstall NitroPro12 even after running the cleanup utility and having rebooted the computer, having cleaned all the cache on the internet, and even Windows 10 has updated itself one more time, I am still receiving the same message:

A later version of NitroPro is already installed.

So, I cannot install NitroPro12 up to now. I've been trying it for three hours now, using Chrome, FireFox, and Explorer without any positive result.

Please, can you tell me what to do?

Thank you very much for your support,

Miguel 😢

Edited October 17, 2020 by Miguel Ángel SAONA-VALLEJOS

[Allain Umailin]

Hello @Miguel Ángel Fuentes Manri,

My apologies if you are still unable to install your Nitro Pro 12.

To further investigate, do you have an MS Office that was purchased from an Online Marketplace through your Windows 10 operating system?

Thank you very much in advance and I am looking forward to hearing back from you. 

[Miguel Ángel SAONA-VALLEJOS]

Hello, Allain.

Thanks for replying to my request.

No, I haven't got an MS Office bought that way. The one I've got was bought in an IT shop and then I had to activate it online on their website. I didn't buy it through Windows 10.

I don't know how that may be connected, you are the IT Specialist.  The only thing I can tell you is that it's already been four days that I haven't been to work editing my PDF teaching materials.

Kind regards,

Miguel 😢

[Allain Umailin]

Hello @Miguel Ángel Fuentes Manri,

Thank you for this information.

To further troubleshoot this issue, please perform these steps properly:

1. Right-click on the Start button and choose *Command Prompt (Admin).  Please ensure you run the CMD Prompt "As Administrator" *

2. At command prompt window type the following command & hit *Enter.*

    takeown /F "%ProgramFiles%\WindowsApps"

* Note: The above command will assign the ownership of the folder:  "C:\ProgramFiles\WindowsApps" to the current logged on user.

3. Next give this command:

    takeown /F "%ProgramFiles%\WindowsApps" /r /d y

* Note: The above command will assign the ownership of the "C:\ProgramFiles\WindowsApps" *sub folders and files* to the current logged on user.

4. Next give this command:

  icacls "%ProgramFiles%\WindowsApps" /grant Administrators:F

*Note: The above command will assign Full Control permissions to the folder:  "C:\ProgramFiles\WindowsApps" for all Administrators users.

5. Next give this command:

  icacls "%ProgramFiles%\WindowsApps" /grant Administrator:F /t

*Note: The above command will assign Full Control permissions to the folder "C:\ProgramFiles\WindowsApps" *and its sub folders and files* to all Administrators users.

6. Finally assign the ownership of "WindowsApps" folder, back to the TrustedInstaller account, which is the Default owner of the folder.

 icacls "%ProgramFiles%\WindowsApps" /setowner "NT Service\TrustedInstaller"

7. From now on you should have full access rights to the "WindowsApps" folder!

8. Enable the 'Hidden items' in Windows Explorer as the WindowsApps is hidden.

9. Go to C:\ProgramFiles\ then double click WindowsApps folder.  Click 'Continue' to permanently get access to this folder.

After performing above steps, please try reinstalling again your Nitr Pro 12 using the same MSI intaller you previously used.

Thank you very much in advance and I am looking forward to hearing back from you. 

[Miguel Ángel SAONA-VALLEJOS]

Dear Allain,

I've followed all the steps you recommended me to be able to uninstall NitroPro13 and reinstall the version 12.

To further troubleshoot this issue, please perform these steps properly:

1. Right-click on the Start button and choose *Command Prompt (Admin).  Please ensure you run the CMD Prompt "As Administrator" *

2. At command prompt window type the following command & hit *Enter.*

    takeown /F "%ProgramFiles%\WindowsApps"

* Note: The above command will assign the ownership of the folder:  "C:\ProgramFiles\WindowsApps" to the current logged on user.

3. Next give this command:

    takeown /F "%ProgramFiles%\WindowsApps" /r /d y

* Note: The above command will assign the ownership of the "C:\ProgramFiles\WindowsApps" *sub folders and files* to the current logged on user.

4. Next give this command:

  icacls "%ProgramFiles%\WindowsApps" /grant Administrators:F

*Note: The above command will assign Full Control permissions to the folder:  "C:\ProgramFiles\WindowsApps" for all Administrators users.

5. Next give this command:

  icacls "%ProgramFiles%\WindowsApps" /grant Administrator:F /t

*Note: The above command will assign Full Control permissions to the folder "C:\ProgramFiles\WindowsApps" *and its sub folders and files* to all Administrators users.

6. Finally assign the ownership of "WindowsApps" folder, back to the TrustedInstaller account, which is the Default owner of the folder.

 icacls "%ProgramFiles%\WindowsApps" /setowner "NT Service\TrustedInstaller"

Everything goes OK until step number 6, as I get this message:

C:\WINDOWS\system32>icacls "%ProgramFiles%\WindowsApps" /setowner "NT Service\TrustedInstaller"
C:\Program Files\WindowsApps: Access is denied.
Successfully processed 0 files; Failed processing 1 files

I've continued with the further recommended steps:

7. From now on you should have full access rights to the "WindowsApps" folder!

8. Enable the 'Hidden items' in Windows Explorer as the WindowsApps is hidden.

9. Go to C:\ProgramFiles\ then double click WindowsApps folder.  Click 'Continue' to permanently get access to this folder.

After performing above steps, please try reinstalling again your NitroPro 12 using the same MSI installer you previously used.

After trying to reinstall NitroPro12 I'm still getting the same message I've been going through since the 16th of October.

Please, don't get me wrong and do not take this as personal, but I want you to try to be in my shoes. I am just a simple user, I am not an IT specialist. I'm feeling mistreated as a customer by Nitro. It's been already two weeks that I haven't been able to use a software I had paid £149.00 for (since May 2019), and not even because of a mistake of me but by the system of your company.

I know you've been doing your best to support and help me, but I think that it would be much easier for everybody if, as a compensation, Nitro gave me access to its latest version which is the one that is causing all these problems. Please, suggest this to your supervisors if possible.

Kind regards,

M.A. Saona-Vallejos