Unable to view PDF in Nitro yet viewable in Adobe on same computer and viewable in Nitro on other computers

[Lauren Vogel]

I am unable to view PDFs in Nitro Pro 13.13.2.242 however I can view them in Adobe on my computer.  I can open the file but it appears to be blank in Nitro.  Other employees in the office have no issue opening the PDFs using older versions of Nitro or the same version of Nitro.  When they open the document it appears with the full image as it should. HELP!!!

[Allain Umailin]

Hello @Lauren Vogel,

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?:

-The serial number of your Nitro Pro 13.
-A few sample PDF files (with sensitive information extracted) you are working on so I can replicate it on my end. 
-How were these files created and what software was used?:

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. 

[Lauren Vogel]

Hello AllainU,

I was able to resolve my issue.  I found 3 other computers in my office running Nitro Pro 13.2.2.242 that were having the same issue.  (Clearly, this release has a glitch with viewing PDF files.  The files we experienced issues with were created by scanning them with our SAVIN MP C3004 multifunctional scanner.  However, we were able to view some documents but not all.  Not able to say 100% of the issue lied within the scanner because we scan from multiple devices and received PDFs from multiple methods.  The glitch lies within your software.)

 

I decided to download the latest release 13.29.2.566 and that resolved the issue on all 4 computers.  All other computers that had an older release of 13.2.2.25 or 11.08.8.470 did not have this issue and was able to view the above mentioned PDF files without issue.

If anyone else should have this issue I mentioned, they should upgrade to the release I mentioned.

Lauren Vogel