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Nitro PDF (Versions 9,11,13) crashes sporadically when signing files.


Francis DAprile
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Francis DAprile

Good morning all, 

I have a user that her Nitro PDF is constantly crashing sporadically when attempting to sign files. She does pretty heavy usage of the sign function, but the crash can occur after 4 files or sometimes after 30. 

I have tried installing multiple versions of Nitro, and even re-imaging the machine with a fresh windows installation to no avail. 

This is the error that I see in the event viewer.

r0jsJ8b.png

 

Thank you and best regards,

Francis

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  • Official Nitronaut
Allain Umailin

Hello @Francis DAprile,

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

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

-Is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)?
-The serial number of your user's Nitro Pro program. To send them 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.
-Builds of Nitro Pro your user is working with. You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.X.X.X, e.g. 13.2.3.26 OR 12.X.X.X) or you can go to Control Panel > Programs and Features.
-Does this happen with every file? If it is a single file, please send us the sample file (with sensitive information extracted) by sending me a private message so I can replicate it on my end. 
-Is your user signing using QuickSign or Digital Signature when the program crashes?

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

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