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NEED HELP ON SEVERAL ISSUES AND BOARD WILL NOT LET ME START A NEW THREAD


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I have several issues I need help with, but I'm not allowed to start a new post because the drop-down menu will not let me select the problem, and that is required before I can post.  I guess I will have to post on every board question until someone gets back to me.  I am unable to save with the full-name of the document as it only saves about the first 5 or so characters in the name.  Also, when I try to overwrite a document, a get an error message that says it is an incorrect path.  Then this morning I tried to save a document and it didn't give me any reason except a huge message box that started out with \\?\G:"\shortcut-targewts-by-id-0B9eymJuweqYNOWoxQzQzVIcxFZGM/ .... and then the remainder of my file location.  These issues started about 2-3 weeks ago, but I have been unable to et assistance to date.  Can someone please help?

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  • Official Nitronaut
AllainU

Hello @MaryC,

Thank you for reaching out to us through our Community Forums and sincere apologies if you have had issues starting this new post to reach out for assistance.

For the sake of initial troubleshooting of this saving 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, could you please provide the following information?:

-Any changes you are aware of before this happened (e.g. Windows Updates)?
-Build of Nitro Pro are you working with. You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 12.X.X.X, e.g. 12.0.0.112) 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. 
-Where are the files saved (local, a shared drive or an external drive) when you are trying to save? Can you check if you have the same issue when the file is saved locally?
-A screen shot of the error message you are receiving and/or any important information. 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 

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

Edited by AllainU
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Repairing didn't help.  I had my entire Windows operating system reset today, and now Nitro tab is gone from my Word documents.  Can you help with that?  I think I should uninstall Nitro and then reinstall, which may be best.  What do you think? 

My Nitro info is:

Nitro Pro 12.16.3.574

The issue I was having occurred both on local drive and google drive using google drive file stream.  Attached is a screenshot I received after I tried to overwrite a document where it says it was an incorrect path.  I've been using Nitro for over 10 years, and I have never had these sorts of problems before.  Please help me. Edit: couldn't attach screenshot. 

Edited by MaryC
couldn't attach screenshot
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Sorry, left out that I can no longer print my emails to Nitro pdf creator.  I can print emails from gmail but not from mail for Windows 10.

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  • Official Nitronaut
AllainU

Hello @MaryC,

Thank you for your patience and our sincere apologies for the inconvenience this has caused you.

To further assist you, we are pleased to inform you that we have released a newer build which is Nitro Pro 12.16.6.574 so please refer to these steps in order to update:

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_12166574/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 12.16.6.574 using below offline installers:

x32 http://install.nitropdf.com/professional_12166574/en/retail/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_12166574/en/retail/nitro_pro12_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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