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Nitro Pro 13.31 Keep Crashing when print using Canon printer


Wong Khar Heng

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Wong Khar Heng

Nitro Pro Keep Crashing when print using Canon printer

We are using Latest Version:  13.31.0.605

It crash even after we tried to re-install it

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AllainU

Hello @Wong Khar Heng,

Thank you for reaching out to us through our Community Forums and our sincere apologies for this crashing issue.

In order for me to further assist you with your concern, could you please provide the following?:

-The serial number of your Nitro Pro 13. To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. This matters because our business installers are different from the online ones.
-What is the model of your Canon printer? Are you aware if you have PCL or PostScript driver installed?
-Does it crash in the middle of printing or right after clicking the Print button in File tab of Nitro Pro?

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

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Wong Khar Heng

Hi @AllainU

The S/N 50493x-xxxxxx-xxxxxx

However, we did experience crashing of the application even we editing or running the Nitro PDF application.

In addition, we don't has any issue when trying to print something using another MS Word or Adobe reader. So it is definitely is NItroPDF application issue. 

Kindly advise on this.

Edited by AllainU
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AllainU

Hello @Wong Khar Heng,

Thank you for this information.

For the sake of initial troubleshooting of this crashing issue, we recommend that you repair your Nitro Pro. 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 Modify button is greyed-out, please refer to this screen-cast that will teach you on how to go to Control Panel > All Control Panel Items > Programs and Features and repair your Nitro Pro program or any application installed on your system: https://www.screencast.com/t/rvpUkq40c

If repairing didn't help, let us uninstall Nitro Pro 13.31 and install Nitro Pro 13.33 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_13332645/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 13.33 using below offline installers:

x32 http://install.nitropdf.com/professional_13332645/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13332645/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. 

 

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Wong Khar Heng

Hi @AllainU

 

We had solved the printing issue with steps 2

But there is still issue when converting some PDF to words.

The Font changes and some words change to symbols

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AllainU

Hello @Wong Khar Heng,

We would love to have a few sample PDF files you are having issue converting.

To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

Rest assured these files are safe with while we are performing some tests on our end.

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

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