401 error and quick sign not working

[Polly]

I have version 12.16.3.574 of Nitro Pro.  A week or two ago, I started getting a 401 error message when I first opened nitro pro.  But it would open and I could read the document.  Today I open a document and wanted to quick sign and it just got stuck and wouldn't go to the browser.   I was able to send the document by opening the browser and uploading the document but that is inconvenient.  Before the doucment would load into the website and I could send out for signature.  Thank you for your help!!   I am using windows 10.

[Allain Umailin]

Hello @Polly,

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, reset your password through https://cloud.gonitro.com/ , close then relaunch Nitro Pro and re-login to Nitro Sign. How did it go? 

Thank you for choosing Nitro and I hope this helps.

[Polly]

When I go to repair at 90% it says - somehting is blocking Nitro from proceeding and then lists Nalperion Licensing Service - but I've looked on task master and its not there, and rebooted and it still happens

 

Actually  I just went ahead with the rest of the instructions and once I redid my password it works!   THank you !! 

[JCompton]

I just tried the fix listed above and the error keeps happening. I tried completely reinstalling and still the issue persists. Any other solutions?

[Allain Umailin]

Hello @JCompton,

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

In order to further assist you, 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 (format is 12.X.X.X, e.g. 12.0.0.112). 

Lastly, please provide the serial number of your Nitro Pro.

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. 
 

[Polly]

mine doesn't work anymore     I still get the error message if nitropro isn't open in the web.  It doesn't seem to happen if the webverison is open at the same time. .   

[Allain Umailin]

Hello @JCompton,

Thank you for the private message.

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. Reset your Nitro Sign password, login back to Nitro Sign by clicking 'Log In' button.

Thank you for choosing Nitro and I hope this helps.

[Allain Umailin]

Hello @Polly,

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

In order to further assist you, could you also please provide a screenshot of your 'About Nitro Pro' window under Help tab?

This window should show the exact build of the program (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. 

[Polly]

I have version 12.16.3.574 of Nitro Pro

[Polly]

I started this string.  I thought it was fixed but its not

[Allain Umailin]

Hello @Polly,

Thank you for this information.

Have you tried performing again the steps I have provided above?

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

[Polly]

Hi yes.  I tried it twice and I still get the 401 error message everytime I open nitro pro