PDFs showing black screen and sometimes just a few characters on the perimeter

[John Combo]

Windows 10 Pro.  Nitro Pro 13.31.0.605.  Repaired Nitro.  No Windows updates since 08 December 2020.  All local drive; no cloud. 

5 pdfs that were able to be opened just fine now show black screen, sometimes just a few characters on the perimeter, and all five were able to be opened without issue 3 days ago.  When trying to close Nitro Pro, after waiting for file(s) to be opened, get message in middle saying to close program or let program try to load.   Person to whom I sent one of the pdfs on email yesterday using Outlook via Gmail was able to open it and see everything (don't know what program they are using to open pdfs).  I went into Sent folder, found email, and tried to open the file by clicking on it and was unable to open it - same issue.  All 5 files are based off of oldest one with updates to more recent ones.  But even older versions of same pdf can be opened no problem.  Same problem whether I try to view these 5 files from File Explorer or whether I open Nitro Pro and try to open from within Nitro by browsing to these 5 files in Documents.  Tried copying same pdfs from backup drive to another local drive file folder, same problem. 

[Allain Umailin]

Hello @Lilly,

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

Let us try some troubleshooting 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. Download and run our Clean Up utility to uninstall your Nitro Pro:  http://install.nitropdf.com/professional_13310605/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 

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 13.31 using below offline installers:

x32 http://install.nitropdf.com/professional_13310605/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13310605/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.

[John Combo]

I tried.  Still won't load.  there were two ".tmp" files I couldn't delete as they were in use by Chrome.  I even tried clicking on the email attachment but still black screen.  No longer see on one of the 5, the boundary on the right.  I tried it both by opening from within NitroPro as well as clicking on same files from File Explorer.

[John Combo]

I am able to open a copy of it that I had on my Android phone.  I copied that and put it in another folder on the local drive on the laptop.  Will not open.  Sometimes I see lines on the side, other times nothing shows.

[John Combo]

I had sent one of these to our home owners association who posted it on their internal website.  I am obviously able to see it over the internet.  I just downloaded the file to another file folder on my laptop's local drive.  I was unable to open that file using either NitroPro 13 nor when clicking on File Explorer.

[John Combo]

One more thing, I get a message when trying to open any of these 5 files that "Nitro Pro is not responding"

[Allain Umailin]

Hi @Lilly,

Happy new year and thank you for your patience.

To further assist you, I would love to have a copy of your document so I can perform some test on my end.

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.