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cheng zheng

search text, nitro soft crashing

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cheng zheng

HELLO:

when i  search the document, the nitro 12  will be crashing. the soft cannot work.
have the someone with the same problem?

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AllainU

Hello @cheng zheng,

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?:

-Is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)?
-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 12.X.X.X, e.g. 12.0.0.112) 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 (hover your mouse on top of my name 'AllainU' and select 'Message') so I can replicate it on my end. 
-Where are the files saved (local, a shared drive or an external drive) when you are trying to search? Can you check if you have the same issue when the file is saved locally?

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

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cheng zheng
36 minutes ago, AllainU said:

Hello @cheng zheng,

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?:

-Is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)?
-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 12.X.X.X, e.g. 12.0.0.112) 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 (hover your mouse on top of my name 'AllainU' and select 'Message') so I can replicate it on my end. 
-Where are the files saved (local, a shared drive or an external drive) when you are trying to search? Can you check if you have the same issue when the file is saved locally?

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

Hello ,

thanks for your reply.

1)this is a new issue.

2)windows updates is automatic.
3)nitro pro 12.0.0.112 and the nitro pro 12.16.3.574 in my laptop computer have the same problem.

4)this is happened with every file .

5) files saved in local

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AllainU

Hello @cheng zheng,

Thank you for this information.

Let us try some troubleshooting 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_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 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

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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cheng zheng

thanks! I follow the way. and the problem is still there. May be it my windows system problem. Thanks very much.

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cheng zheng
18 hours ago, AllainU said:

Hello @cheng zheng,

Thank you for this information.

Let us try some troubleshooting 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_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 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

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.

thanks for your reply. I see the taskbar manager. I notice that the nitro use the CPU is 0% when the nitro 12 is freezing!

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AllainU

Hello @cheng zheng,

Thank you for your patience and my sincere apologies for the inconvenience.

We have seen a few reports where Nitro Pro is not performing as it should and was fixed by recreating the affected Windows User Profiles and reinstalling the program.

Is that something you can perform on your machine?

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

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cheng zheng
On 10/20/2020 at 12:23 AM, AllainU said:

Hello @cheng zheng,

Thank you for your patience and my sincere apologies for the inconvenience.

We have seen a few reports where Nitro Pro is not performing as it should and was fixed by recreating the affected Windows User Profiles and reinstalling the program.

Is that something you can perform on your machine?

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

Thanks for your kindly reply. I did not learn to how to recreating  user profiles. 

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