Excel add in error

[Tim Knowles]

Hi,

I hope you can help.

One of our users has recently started getting the following error in Excel: - "An Error Occured. Access to the path "c:\users\username\AppData\Roaming\Nitro\Pro\13\Plugins\NitroExcelAddin.ini is denied""

I've tried removing Nitro Pro, including the cleanup script and removing registry entries, then re-installing. The error persists though.

I look forward to your response.

Many thanks

Tim

[Allain Umailin]

Hello @Tim Knowles,

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

In order to further assist you, could you please provide a screenshot of the 'About Nitro Pro' window under Help tab?

This window should show the exact build of the program (format is 13.X.X.X, e.g. 13.2.3.26). 

Lastly, could you please provide the serial number of your user's Nitro Pro 13?

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. 

[Allain Umailin]

Hello @Tim Knowles,

Thank you for the private message.

Since you are still working with an older build, let us further troubleshoot by referring to these steps:

1. Run a repair of your MS office.

2. 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/ 

3. Download and run our Clean Up utility to uninstall your Nitro Pro:  http://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 

4. 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.

5. Download and install Nitro Pro 13.35 using below offline installers:

x32 http://install.nitropdf.com/professional_13353685/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13353685/en/retail/nitro_pro13_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 

6. 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 for choosing Nitro and I hope this helps.

[Tim Knowles]

Thanks for your response, you mention that we are working with n older build. Should we be using a more up to date version?

Kind regards,

Tim

[Tim Knowles]

Hi Allain,

We have tried the above steps, but unfortunately still get the same error. NitroPro works fine on its own, it is simply the Excel Add-In that has the issue. The error is:

Quote

"Access to the path 'C:\Users\<user>\AppData\Roaming\Nitro\Pro\13\Plugins\NitroExcelAddin.ini' is denied.

We have also tried uninstalling the anti-virus to see if that's blocking it, but it did not help.

Any assistance would be appreciated,

King regards,

Tim

[Allain Umailin]

Hello @Tim Knowles,

Thank you for your patience.

Could you please check if the Nitro Add-in for Excel is present under your user's AppData profile?

The Plugins folder can be located under C:\Users\<User's_Profile>\AppData\Roaming\Nitro\Pro\13\Plugins and the plugin name for Word is NitroWordAddin.ini / NitroExcelAddin.ini.

If this file exists, please check the permission under Security tab then see if the user's Windows' account has access permission to it. Here are the steps:

1. Go to C:\Users\User's_Profile\AppData\Roaming\Nitro\Pro\13\Plugins

2. Right click the NitroExcelAddn.ini then click on Properties

3. Go to the Security tab then check if the user's has permission access to this file. See screenshot below:

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

[Tim Knowles]

Hi Allain,

I've checked the security permissions on the .ini file and they match those above (SYSTEM has full control), but the addin still doesn't work.

What can we try next? Thank you.

[Allain Umailin]

Hello @Tim Knowles,

Could you please run MS Excel as Administrator? Did it help?

Lastly, could you please check C:\Users\User's_Profile has full permission as well?

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