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Uninstalled Nitro Pro & now cannot re-install. HELP


Kathleen Moon
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Kathleen Moon

I've paid full membership for Nitro Pro but have been having glitching issues with it for the past week and chose to remove from my programs and then reinstall.

It appears to have downloaded the icon to my desktop, but wont initialize when I click on the icon.

It's creating quite an issue, as I solely use this PDF viewer for all my work.  Can you give direction.

I have my serial number and cleverbridge reference number for proof of purchase.

 

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Allain Umailin

Hello @Kathleen Moon,

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.
-A screen shot that describes the issue you are experiencing.

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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Kathleen Moon

I have removed this program and tried to reinstall, and the programme wont start so I can't provide any information for you, as I have an icon on my desktop and nothing else.  Every time I try to start the program a crash report is generated. I've tried to install 13.

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Allain Umailin

Hello @Kathleen Moon,

Thank for the private message.

To further troubleshoot this issue, let us try reinstalling your Nitro Pro 13 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. Run MS FixIt to uninstall (or delete traces from previous installations) your Nitro Pro:  https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed 

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 13.29 using below offline installers:

x32 http://install.nitropdf.com/professional_13292566/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13292566/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. 

Edited by AllainU
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