Error 401

[Bill McClung]

When I start Nitro Pro and intermittently while logged in, I receive a window stating a Nitro system has occurred, if it persists contact support (Error 401).  Have been unable to find anything in the forums, etc., related to reslving this problem.  Any thoughts?  Thanks.

[Allain Umailin]

Hello @Bill McClung,

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

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

If that did not help, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab? This window should show the exact build of the program and its serial number (format is 12.X.X.X, e.g. 12.0.0.112). 

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

[Bill McClung]

Hi, thanks for your reply.  Here is exact text of the error message:  "Nitro Pro:  An error has occurred within our system.  Please try again or contact support if this error persists. (Error 401)"

I followed your guidance above and did not receive the error message this time but, yesterday, I followed this particular procedure and I did receive the error message; this was before I posted my inquiry in the forum.

Anyway, here is the serial number:  23460x-xxxxxx-xxxxxx

And the build number:  12.16.3.574

Thanks for your help.

Edited December 11, 2020 by AllainU

[Simon Robinson]

I'm having the same problem. The program will also freeze when trying to sign in if I choose to request a signature.

[Allain Umailin]

Hello @Bill McClung,

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

Since you are already working with the latest build of Nitro Pro 12, I recommend that you repair it. Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. You may refer to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 

After repairing, please open your Nitro Pro 12, confirm the error message, logout from Nitro Sign at the upper-right corner of the program, close then relaunch Nitro Pro and re-login Nitro Sign. How did it go?

Thank you for choosing Nitro and I hope this helps.

[Allain Umailin]

Hi @Simon Robinson,

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

Could you please provide a screenshot of your 'About Nitro Pro' window under Help tab?

This window should show the exact build of the program and its serial number (format is 12.X.X.X, e.g. 12.0.0.112). 

To send it 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.

[Allain Umailin]

Hello @Simon Robinson,

Thank you for the private message.

Since you are already working with the latest build of Nitro Pro 12, I recommend that you repair it. Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. You may refer to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 

If repairing did not help, 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.

Thank you for choosing Nitro and I hope this helps.

[Simon Robinson]

A clean reinstall has corrected the issue. Thank you kindly for your assistance.

[Allain Umailin]

Hello @Simon Robinson,

Glad to know it has fixed the issue.

If the issue reoccurred in the future, please reset your Nitro Sign password and re-login.

Cheers!

[Simon Robinson]

The problem has come back. Actually, a few days to a week after the reinstall the error popped up again. Just recently, the sign in stopped working.