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Problem opening Password Protected PDFs


bmcley
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Nitro will not allow me to open certain password protected PDFs (of testing results), even though I am entering the proper password. Files open fine in Adobe using same password or even on my phone.

Error Message reads:

"PDF is secured and requires a correct password or private key to be"...

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  • Official Nitronaut

Hello @bmcley,

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

In order to further assist you, could you please provide the serial number of your Nitro Pro that you used to open your password-protected PDF files?

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. 

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  • Official Nitronaut

Hello @bmcley,

Thank you for the private message.

Please be aware that Nitro Pro 11 or older are already discontinued as documented in our Sunset Policy: https://www.gonitro.com/support/sunset-policy . With that, support for the discontinued versions are no longer available.  

If you are interested in upgrading your license to Nitro Pro 13 with a discounted rate, kindly access our Upgrade Portal and enter your Nitro Pro 9 serial number: https://www.gonitro.com/pro/upgrade 

You should then receive an email confirmation with a new serial number to activate Nitro Pro 13 and to know more about some enhancements and fixes with Nitro Pro 13, please visit our Release Notes page https://www.gonitro.com/nps/product-details/release-notes . Though it is not mentioned in that page, this behavior of opening password-protected PDF files has been fixed in build 13.30.2587.

In addition to that and many other feature improvements, version 13 also contains some important security vulnerabilities fixes that you might want to consider when deciding whether to upgrade to it or not. You can find out more about these fixes here:  https://www.gonitro.com/nps/security/updates 

Thank you for choosing Nitro and I hope this helps.

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  • Official Nitronaut

Hello @Arthur Pue,

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

Are you also working with Nitro Pro 13? If yes, what exact build 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.

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

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  • 4 months later...
Florian Holland

Hello AllainU Support. We are having the same issues. I just provided you the serial Number in a private message.

Our problem is, that nitro pro 13 is crashing after entering the password from the password protected pdf. pdf is opening fine in adobe or in any browser. Please can you provide us further information?

Nitro Pro 13 Version = 13.38.1.739

I also clicked on send crash report and entered my mailadress .

Kind regards.

Florian

 

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