lock images appearing on some of my documents

[Kathleen Coyle]

I have purchased Nitro Pro and am the only user.  However, there are lock images appearing on some of my documents and I cannot open them.  This is a problem for me and it seems I must have changed a setting somewhere that isn't allowing me access.  Should I uninstall everything then reinstall?  I fear losing the documents that I have.  Thank you for your help.

[Allain Umailin]

Hello @Kathleen Coyle,

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

For the sake of initial troubleshooting of this rare 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 and 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, a screenshot that describes the issue would be also very helpful. 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 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. 

Edited February 4, 2021 by AllainU