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Shane Knudtson

Hello,

I keep getting error code 401 when I try opening a PDF in Nitro Pro. The error message says, "An error has occured within our system. Please try again or contact support if this error persists". I click "Ok" on the error message and it lets me open the PDF but I need to click the "Ok" button every time I open a PDF in Nitro Pro. If I log out and log back in, the error message goes away for a day but comes back the next day. It is very frustrating. Any help would be greatly appreciated. 

Thank you.

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AllainU

Hello @Shane Knudtson,

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

To further assist you, let us try some troubleshooting by referring to these steps:

1. Open your Nitro Pro and log out from your Nitro Sign by clicking the drop-down arrow and selecting Logout. This should be below the 'X' Close button of your program.

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_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 

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 12.16.9 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 

6. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number

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

If the error message reoccurs after a day or two, please send me the serial number of your program. To send it 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.

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Cesar Quinteros

Thanks @AllainU I also had this issue. I followed your instructions and it seems to have worked.

Edited by Cesar Quinteros
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  • 2 weeks later...
Wessam Atteya

Hello @AllainU thanks for you explanation.

Just wondering if this link works for Nitro Pro 12 which I have and I still have the same 401 error!

TIA

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Wessam Atteya

 

Hi again @AllainU

I keep getting error code 401 when I try opening a PDF in Nitro Pro. The error message says, "An error has occured within our system. Please try again or contact support if this error persists". 

I have Nitro Pro 12 and I tried to use the link you submitted but it seems to not work as it is Nitro Pro 12. Please let me know if there is a solution for this problem.

 

Thanks a lot

 

Edited by Wessam Atteya
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AllainU

Hello @Wessam Atteya,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab? This window should show the exact build of the program and its serial number (format is 12.X.X.X, e.g. 12.0.0.112). 

To send it 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. 

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deborah@ddfdesign

Hi @AllainU,

I just followed your instructions and so far it is working! Hooray - sounds silly, but was so tedious having to sign in every day.  I have Nitro Pro version 12 and it worked for me - perfectly. Thank you!! 

My onluy comment would be that some of the links in your original post are out of date - I can't remember which one - and maybe it was a link to a link - anyway - it works now so big thank you!!

Deborah

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JLippey

What changes need to be made to the instructions in the March 17 message (2nd message in this thread) for v13 instead of v12?

My version is 13.2.6.26?

Thank you!

Jerry

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AllainU

Hello @JLippey,

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

In order to further assist you, could you please provide the serial number of your Nitro Pro 13?

To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

This matters because our business installers are different from the online ones.

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

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AllainU

Hello @JLippey,

Thank you for the private message.

We are pleased to inform you that we have released a recent update that addresses the 'Error 401' issue so kindly update to our latest build by downloading our direct installers below:

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 

Feel free to also read the Release Notes for this new build by accessing this page: https://www.gonitro.com/nps/product-details/release-notes 

Thank you for your patience and I hope this helps!

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JLippey
50 minutes ago, AllainU said:

Hello @JLippey,

Thank you for the private message.

We are pleased to inform you that we have released a recent update that addresses the 'Error 401' issue so kindly update to our latest build by downloading our direct installers below:..

Thank you!

-Jerry

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