Error 401 - and other issues

[Chad Widmer]

I am suddenly getting an error 401 whenever I open up Nitro Pro 12.  

Also, when I try to click on Request Signature, I am getting a Bad Authentication error.

Here is a video showing the issues:  < URL >

Someone... please help??? I paid for this product, but now I am learning that there is no email support (terrible!)

Thanks
Chad

Edited October 22, 2020 by AllainU

[Allain Umailin]

Hello @Chad Widmer,

Thank you for reaching out to us through our Community Forums and our sincere apologies for this inconvenience.

Could you please open your Nitro Pro 12, confirm the error message, logout from Nitro Sign at the upper-left corner of the program and re-login? How did it go?

If that did not help, could you please provide the exact 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.

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

[Chad Widmer]

Hi @AllainU

Closing and re-opening Nitro Pro 12 doesn't help... the error has actually been happening for several weeks now and I am just getting around to looking for support now. 

I am using Nitro Pro 12.6.1.298
Windows 10 - PC
 

Please let me know

Thanks

Chad

Edited October 22, 2020 by Chad Widmer

[Allain Umailin]

Hello @Chad Widmer,

Thank you for this information.

Since you are still working with an older build of Nitro Pro 12, let us try some troubleshooting by referring to these steps:

1. Open your Nitro Pro and log out from your Nitro Sign by clicking the drop-down arrow and selecting Logout. This should be below the 'X' Close button of your program.

2. 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/

3. 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 

4. 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.

5. 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

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

6. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number

7. Log in back to your Nitro Sign by clicking 'Log In' button below the 'X' Close button of your program.

Thank you for choosing Nitro and I hope this helps.

[Chad Widmer]

Thanks, I believe this has solved it

Chad

 

[John Compton]

I had this same issue. AllianU's solution worked perfectly. Thanks