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Nitro Pro Crashing when I attempt to OCR a given PDF


Otto Amon
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Otto Amon

Hello,
I have the same problem, bought and installed nitro 13 pro yesterday and it crashes when trying to run OCR for given PDF.

Furthermore, in OCR settings, language field is not input ready and no language selectable

Kind regards,

Otto

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Brian Dayley

Same problem here. Upgraded from Nitro Pro 12 to 13. Trying to OCR any scanned document results in Nitro crashing. FWIW, I also see the language field is empty and no language selectable in OCR settings.

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  • Official Nitronaut
Leslie Villarin

Hello Brian,

Can you please send me a screenshot of the language field that is empty?

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  • 3 weeks later...
Anderson Tesch Hosken Alvarenga

I have de same problem. OCR crash and language field empty. Update to last release didn't solve the problem.

[PRODUCT]
Product:            Nitro Pro (13.35.3.685) x64

[SYSTEM]
Operating System:        Windows 10 Home Single Language

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Joe Raymond

I am also crashing when attempting to OCR a PDF document.  THis is supremely frustrating and has me thinking that I made a mistake in buying this now useless product, as this is the primary reason I bought it...

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  • Official Nitronaut
Leslie Villarin

Hello,

Thanks for reaching out to us! We sincerely apologize for the inconvenience this has caused.

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

  • The file you are trying to OCR so we can test it on our end; Is this file specific? I.e. Are all files crashing when you run OCR?
  • Have you tried repairing or running a cleanup?
  • What language of Nitro Pro 13 are you running?
  • A screenshot of the language field that is empty. This is how it looks like when I checked it on my computer, that field is not empty:

a.thumb.jpg.8ff8ecf904dd6631a52572f160f91a23.jpg

I look forward to your response. Cheers!

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Anderson Tesch Hosken Alvarenga

It's not a file specific problem. It occurs always.

Already tried repair.

English.

LwusU9X.jpg

 

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  • Official Nitronaut
Leslie Villarin

Hello @Anderson Tesch Hosken Alvarenga

Thanks for the screenshot! We'll review this and get back to you as soon as we have an update.

In the mean time, please try doing a cleanup. 

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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Anderson Tesch Hosken Alvarenga

Hi Leslie,

Well, let's resume it with one  word: FAIL.

Followed these steps: uninstall, cleanup (what didn't finished "clean"), restart, reinstall, reactivate, and... same thing as before, in other words, language field empty.

By the way, do you know about the follow error from cleanup tool?

"Error: Can not remove registry by VBS. Error occurred."

[Disc Cleanup] and [Remove Registry Keys] didn't succeed.

Cleanup tool in vbs appears to doesn't work on Windows 10 20H2, even with admin rights ... Did you test it?

Best regards,

Anderson T H A

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  • 3 months later...
Tom Bammann

I've got the same problem, when I click on language, English (or anything else) is not available. When I try to use OCR, Nitro crashes.

What was the fix, Leslie?

 

 

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Tom Bammann

Also to note, running the windows settings -> Apps -> Nitro -> Modify -> Repair operation, was 'successful', but did not fix my above described issue.

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  • Official Nitronaut
Leslie Villarin

Hello @Tom Bammann

Can you please let us know what exact  build of Nitro Pro you are using?
To find your exact version, please open Nitro Pro > Help > About Nitro Pro. Your version should look something like "12.5.3.8".

Have you tried running the cleanup tool above as well?

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Tom Bammann

Hi Leslie, it's 13.46.0.937, but I've tried the last 4 or 5 versions since about March this year, all giving the same issue.

I just submitted a crash report with the error, and reference your name for sending to.

No I haven't tried the clean-up tool, only the repair tool, as I was hoping there might already be a fix and I'm curious about whether that language registry key is the issue; given my above post and the recurring theme of the Language field in OCR being blank for people having this issue?

Is running the cleanup tool what you'd like me to do? Will you still be able to find out what the underlying issue is, to release a patch fix, after I've completely removed it with this tool? 

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