DAVID BRENER Posted January 27, 2021 Report Share Posted January 27, 2021 Everytime I click on the program or open a document, I get the following 401 error. "An error as occurred within our system. Please try again or contact support if error persists." Luckily all I do is click on "OK" and it goes away and I can get into program or the document opens. Thanks. Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted January 28, 2021 Official Nitronaut Report Share Posted January 28, 2021 Hello @DAVID BRENER Thank you for posting on our Community Forums! Please use the tool I have provided below to remove all files associated with Nitro Pro and reboot your system.https://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 When your system is back up, close all of your open applications and install Nitro Pro 13.33.2.645 from the page I have provided below:https://www.gonitro.com/nps/product-details/downloads I hope this helps! Please let me know how that goes. Link to comment Share on other sites More sharing options...
DAVID BRENER Posted January 29, 2021 Author Report Share Posted January 29, 2021 I will follow your instructions over the weekend and let you know the outcome. Thank you for responding. Link to comment Share on other sites More sharing options...
DAVID BRENER Posted January 29, 2021 Author Report Share Posted January 29, 2021 Found time today. Had to scramble to get activation/serial 18 digit number. Works so far. Thanks again. Link to comment Share on other sites More sharing options...
Prakash Vaidya Posted January 29, 2021 Report Share Posted January 29, 2021 Hi I have exactly the same issue as David BUT I am using Nitro Pro 12.16.3.574. How can I fix my problem as your solution is for cleaning /installing Nitro Pro 13.33.2.645? Thanks Chris Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted February 1, 2021 Official Nitronaut Report Share Posted February 1, 2021 Hello @chris2969 Please try to sign in to Nitro through the 'Log In' option on the top right corner of Nitro Pro 12. I hope that helps! Link to comment Share on other sites More sharing options...
Prakash Vaidya Posted February 1, 2021 Report Share Posted February 1, 2021 Not really - I still keep getting the error - apparently something in the Nitropro interface has changed as I did not get this before. It is quite irritating to have to encounter the error message everytime I try to use Nitro Pro, Link to comment Share on other sites More sharing options...
Andy Fordham Posted February 2, 2021 Report Share Posted February 2, 2021 I had that error too, Chris: I logged out, back in, and it's gone. Weird... Link to comment Share on other sites More sharing options...
Prakash Vaidya Posted February 2, 2021 Report Share Posted February 2, 2021 Andy, It does not go away; The next time you go to use Nitro Pro, I believe you will encounter this error again. It is a bug in the system. Chris Link to comment Share on other sites More sharing options...
DAVID BRENER Posted February 3, 2021 Author Report Share Posted February 3, 2021 I followed instruction above to my initial query. It worked. It installed 13. I was 12. Been a week with no problems. Thanks to all who replied Link to comment Share on other sites More sharing options...
Prakash Vaidya Posted February 3, 2021 Report Share Posted February 3, 2021 David, Thanks for your input - so from what I gather, even though you were licensed for 12, it allowed you to upgrade to 13 without additional cost, and it fixed the issue? Chris Link to comment Share on other sites More sharing options...
DAVID BRENER Posted February 3, 2021 Author Report Share Posted February 3, 2021 That would be my assumption. Link to comment Share on other sites More sharing options...
Prakash Vaidya Posted February 4, 2021 Report Share Posted February 4, 2021 Hi, I followed the instructions given by Leslie and uninstalled my Nitro Pro version 12.xx and installed version 13. HOWEVER when I enter my serial number i get an error from the activation assistant "Serial number entered does not exist...." please advise as now I have a non working Nitro Pro - unable to make a support ticket as it takes me me the community forums instead. Link to comment Share on other sites More sharing options...
DAVID BRENER Posted February 5, 2021 Author Report Share Posted February 5, 2021 Had that problem too. What I had to enter was an activation number. Getting that was not easy. I found emails related to my purchase and that is where I found it. Just tried that number after the incorrect serial number message. May have to find the emails sent when you purchased it. If you can't do that I suggest you post a topic asking the group how to find your activation number. My gripe is there is no easy way to contact Nitro for direct help. Good luck. David Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted February 5, 2021 Official Nitronaut Report Share Posted February 5, 2021 Hello, The "Serial number entered does not exist...." error message means that the serial number you are trying to activate is for a different version of Nitro Pro. If you have a Nitro Pro 12 key, it will only work on a Nitro Pro 12 installation. After the cleanup, please ensure that you get the Nitro Pro 12 installer from this page: https://www.gonitro.com/nps/product-details/downloads It is just below the Nitro Pro 13 installer. Please let me know how that goes. Link to comment Share on other sites More sharing options...
Mary Chatham Posted February 10, 2021 Report Share Posted February 10, 2021 I am also getting the 401 error message. I tried the repair through the Control Panel, but that didn't help. Also, when I have revised a document and try to resave it by overwriting my old pdf, I get a big error box that basically says that it contains an incorrect path so I have to resave it with a different name. Also, I'm unable to open anything from pdf. I have to open every pdf document through Google Drive which is an absolute pain. Please help. Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted February 11, 2021 Official Nitronaut Report Share Posted February 11, 2021 22 hours ago, MaryC said: I am also getting the 401 error message. I tried the repair through the Control Panel, but that didn't help. Also, when I have revised a document and try to resave it by overwriting my old pdf, I get a big error box that basically says that it contains an incorrect path so I have to resave it with a different name. Also, I'm unable to open anything from pdf. I have to open every pdf document through Google Drive which is an absolute pain. Please help. Hello MaryC, If you are using Nitro Pro 12, please try to sign in to Nitro Sign through the 'Log In' option on the top right corner of Nitro Pro 12. If you are using Nitro Pro 13, please ensure you have the latest build installed. You can get the latest version 13 installer here: https://www.gonitro.com/nps/product-details/downloads Link to comment Share on other sites More sharing options...
Mary Chatham Posted February 11, 2021 Report Share Posted February 11, 2021 I really need help. Every time I try to save a document, I get this huge error box that basically says I have an incorrect path. This problem recently started within the last week. It is also making my Windows Explorer hang when trying to save. It does the same thing when I try to overwrite a document. I can't reach any telephone help, and I can't continue to work today because of it. PLEASE ASSIST! Link to comment Share on other sites More sharing options...
Andy Fordham Posted February 15, 2021 Report Share Posted February 15, 2021 Thanks Leslie, your solution worked, even though the cleanup program had some trouble with deleting registry keys according to the logfile. Many thanks Andy Link to comment Share on other sites More sharing options...
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