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Nitro Pro crashes


Benjamin Elsner
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Benjamin Elsner

When I open a pdf from my insurance, Nitro Pro imediately crashes.

I think I need a plugin to open it. Can anybody help my. I can send you the pdf and you can tell me what to to.

Is there a crashlog anywhere?

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Leslie V.

Hello Benjamin,

Thanks for your message - I'm happy to assist you.

So that we can troubleshoot the problem, please provide me with the following:

  • The file you are trying to open for testing
  • What exact version of Nitro you are using (You can retrieve this information by going to the Help tab> About Nitro Pro.)
  • The exact steps you are taking
  • A screen shot of what you are seeing or any error message you are receiving

I look forward to your response.

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Benjamin Elsner
7 minutes ago, Leslie V. said:

Hello Benjamin,

Thanks for your message - I'm happy to assist you.

So that we can troubleshoot the problem, please provide me with the following:

  • The file you are trying to open for testing
  • What exact version of Nitro you are using (You can retrieve this information by going to the Help tab> About Nitro Pro.)
  • The exact steps you are taking
  • A screen shot of what you are seeing or any error message you are receiving

I look forward to your response.

Hi, thanks for the response

- PM

- I use v. 13.33.2.645

- I only double klick on the pdf

- I cant take a screenshot. All is frozen when I open.

 

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Leslie V.

Hello Benjamin,

Please use the tool I have provided below to remove all files associated with Nitro Pro and reboot your system.
https://install.nitropdf.com/professional_13353685/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

When your system is back up, close all your open applications and install Nitro Pro 13.35.3.685 from the page I have provided below:
https://www.gonitro.com/nps/product-details/downloads

I hope this helps! Please let me know how that goes.

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Benjamin Elsner
19 hours ago, Leslie V. said:

Hello Benjamin,

Please use the tool I have provided below to remove all files associated with Nitro Pro and reboot your system.
https://install.nitropdf.com/professional_13353685/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

When your system is back up, close all your open applications and install Nitro Pro 13.35.3.685 from the page I have provided below:
https://www.gonitro.com/nps/product-details/downloads

I hope this helps! Please let me know how that goes.

Hi Leslie,

that didn't helped out.

But now I can take a screenshot 😅

paWtY8b.png

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Leslie V.

Hello Benjamin,

This looks like a compatibility issue with Nitro and your file. Can you please forward the file to us so we can have a look?

Thanks!

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