401 error and request signature/sign in not working

[Polly]

Hi - I've tried all the suggestion to get rid of the 401 error but it still comes up.  I've just been living with it but now (even after rebooting) it freezes if I try to login to nitro pro through the desktop - i.e. if I have a document open and do request signature - it asks me to login but then freezes.   I have version 12.16.3.574 of Nitro Pro.  Help!   

[Allain Umailin]

Hello @Polly,

Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience.

To continue offering our customers the very best PDF tools, we’re upgrading our servers and subsequently shutting down the one your older version of Nitro Pro runs on so please install Nitro Pro 12.16.9.574 by referring to these steps:

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_12169574/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 12.16.9.574 using below offline installers:

x32 http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_12169574/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 the same serial number.

6. Reset your Nitro Sign password, login back to Nitro Sign by clicking 'Log In' button.

If the Error 401 reoccurred, do you encounter this error after connecting and then disconnecting from the Internet or does it happen while you remain connected?

Lastly, do you have another WIFI connection you can connect your machine with Nitro Pro installed just to rule out the possibility of slow access to the Internet?

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