Nitro Pro 13 Crashing when opening certain pdf files(Windows 10)

[Jeff Hernandez]

I'm having an issue with Nitro Pro 13 unable to open certain pdf files. When I click the file Nitro window shows up for about 5sec like it's going to open then it disappears. When I check task manager it says Nitro Pro did open and is just running in the background. This only happens with certain files and I tried saving the file locally on the desktop instead of network drive where it originally is. The files open without error using Adobe Reader and Edge.

 

Troubleshooting:

1. Used Nitro uninstall tool then did a fresh install

2. Tried multiple devices and user profiles

3. Download latest version from Nitro support

[Allain Umailin]

Hello @Jeff Hernandez,

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)?
-The serial number of your Nitro Pro. This matters because our business installers are different from the online ones.
-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.
-A few sample files (with sensitive information extracted) so I can replicate it on my end. 

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.

[Jeff Hernandez]

Thank you @AllainU. I messaged you the requested information.