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Error 401


James Concannon
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James Concannon

Hello; is there a fix to Error 401? I downloaded the supposed fix and also signed into and out of the program. I receive the error on two computers every time I attempt to open a document. 

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  • Official Nitronaut
Allain Umailin

Hello @James Concannon,

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

In order to further assist you, could you 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, reset your Nitro Sign password 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.

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Douglas Legler

I have this issue as well. As a note, it hinders the Request Signature button from working in Nitro Pro as the Error pops up rather than starting Nitro Sign.

I tried the above fix.. it did not work.

Any other avenues to try. I thought I'd like to delete and download a fresh version Nitro Pro but I can seem to figure out how and am reluctant to delete the program.

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  • Official Nitronaut
Allain Umailin

Hello @James Concannon,

Since you are already working with Nitro Pro 12.16, 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 again your Nitro Sign password, login back to Nitro Sign by clicking 'Log In' button.

Thank you for choosing Nitro and I hope this helps.

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James Concannon

I followed the instructions as posted, but the fix only temporarily repaired the error. However, today the error returned. That is frustrating. I completed the same instructions on two computers. So that you are aware, the software will not correctly install with the Brother printer software. So, on each computer, I removed the Brother software went through the listed process, and reloaded the Brother software. One computer is a Microsoft Surface Book II; the other is a Dell XPS both have Microsoft 10. I advocated for your product with my company who purchased a business license. Frankly, I'm tired of loading and reloading the program. I have used your product since 2015 and would like to continue but find the lack of support and product inefficiency tedious, to say the least...  Please provide an actual solution. Jim C.

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  • 2 weeks later...
  • Official Nitronaut
Allain Umailin

Hello @James Concannon,

Our sincere apologies if you are still experiencing this error even after resetting your Nitro Sign password.

At the moment, we are still investigating this rare behavior with Nitro Pro 12.16 and rest assured we will keep everyone posted once there is an update.

Again, our sincere apologies and stay safe always!

Edited by AllainU
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  • 3 weeks later...
  • Official Nitronaut
Allain Umailin

Hello @James Concannon,

Thank you for your patience.

Could you please provide again your Nitro Pro 12 serial number by sending me a private message hover your mouse on top of my name 'AllainU' and select 'Message'?

We would like to review its current status in our licensing server.

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

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  • Official Nitronaut
Allain Umailin

Hello @Douglas Legler,

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 and its serial number (format is 13.X.X.X, e.g. 13.2.3.26). 

To find out how to take a screen shot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b 

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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