Request Signature not responding

[Arlen Lung]

Although we had licenses for our Nitro Pro, we were initially getting a Trial Expired message (after one year?) and could not access the program.  Once the issue was resolved, we noticed the Request Signature was not responding.  It keeps buffering and says (Not Responding) and then freezes everything.  Please advise.

[Allain Umailin]

Hello @Arlen Lung,

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). 

Lastly, could you 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. 

[Allain Umailin]

Hello @Arlen Lung,

Thank you for the private message.

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_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 for choosing Nitro and I hope this helps.

[Arlen Lung]

Unfortunately, this did not work.  Although it no longer said "not responding" when I requested a signature, it brought me back to the original document as if I hadn't done anything.  The document remained frozen on my screen until I rebooted by computer.  (It allows me to request the signature and put in my email address and continue.  However, after I input my password and press "continue"  that's where it seems to get hung up and then freezes)

[Allain Umailin]

Hello @Arlen Lung,

Are you by any chance connecting to the Internet through a proxy?

Could you please try another WIFI connection and test again if that helps?

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

[Hugh Chung]

I am a tech assisting Arlen with this issue.  

Yes we are using a proxy. The issue seems to be that during logon after clicking on "request signature"  the https traffic for the credential validation is being sent directly to our ISP instead of being routed through the proxy. This may be a bug in proxy handling in the Nitro Pro client.

[Allain Umailin]

Hello @Hugh Chung,

Thank you for this information.

Please be informed that a new build of version 13 is set to be released in the next coming weeks that has the fix for this issue so please visit these pages from time to time so you can update Arlen's program:

https://www.gonitro.com/nps/product-details/release-notes

https://www.gonitro.com/nps/product-details/downloads

Thank you so much for your understanding and we apologize for any inconvenience this has caused.