Nitro Pro Crashing when I attempt to OCR any document

[Kyle McMahon]

Every time I go to OCR a document, regardless of size, Nitro Pro crashes. I have tried from the review window and on the customize tool tab

[Allain Umailin]

Hello @Kyle McMahon,

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

In order for me to further assist you with your concern, 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)?
-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 13.X.X.X, e.g. 13.2.3.26) or you can go to Control Panel > Programs and Features.
-How was this document created and what software was used?
-Where is the file saved (local, a shared drive or an external drive) when you are trying to OCR? Can you check if you have the same issue when the file is saved locally?

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

[Kyle McMahon]

@AllainU

- This is after I have upgraded from Nitro Pro 12 to Nitro Pro 13. 

- Build number: 13.33.22.645

- This was a scanned PDF and stored in a cloud based software. 

- The file was located in a cloud base software we have and opened up in Nitro as it is my default browser. after testing a local file, the OCR function again crashed the Nitro Pro app. 

Thank you for your prompt response.

[Allain Umailin]

Hello @Kyle McMahon,

Thank you for this information.

Would it be possible to send a copy of the PDF file you are having issue running OCR with?

To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

Once I have this document, we can then perform some tests with it and should be able to understand why the program is crashing when running OCR.

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