Printing & Activation

[Karina Marquez]

Hello, 

We recently got new computers for the office and now we are having two different problems with the recent purchase of Nitro Pro 13. 

1) My coworker was able to download the free trial of Nitro Pro 13 and then had no problem after purchasing the license. Everything seems to be working fine with the software, except for anytime she tries to print, there is a screen that pops up prompting her to save the document even after it is already saved. She clicks cancel to that screen and then it finally sends the document to her printer. This is every time she is going to print from Nitro or any other program. This only started happening after she installed Nitro Pro 13. 

2) We purchased two licenses, so I would be able to also download Nitro Pro 13 on my new computer. I have tried downloading it numerous times without any luck. The program starts to download and then I receive an error message stating that my printer Brother Utilities program is open and does not allow Nitro to continue downloading. So I closed the program and tried again with no success. 

It seems both of our problems are associated with our printers and the connection with Nitro which never happened with our old computers and older version of Nitro. 

I would appreciate some help with this. Thank you. 

[Allain Umailin]

Hello @Karina Marquez,

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

It appears that your Brother Control Center (BrCtrlCntr.exe) is blocking you from installing your Nitro Pro on your new computer. In order to proceed with the installation, we need the Brother Control Center to be closed down temporarily. Kindly follow this steps to address this issue:

1. Please go to the system tray located on the bottom right of their screen and see if ControlCenter4 is running. If it is, please right click on it and close the process.

2. Alternatively, open Task Manager (7 ways to open task Manager, refer to this article: http://www.techrepublic.com/pictures/seven-ways-to-open-windows-task-manager/6/) and look for a Brother Control process (BrCtrlCntr.exe) or a Control Center process and end this task. 

For your reference, see this Nitro Pro article about this issue: https://kb.gonitro.com/knowledgebase#/search/brother/000003797

3. If 1 and 2 didn't help, can you uninstall your Brother software from your machine using CCleaner (https://www.ccleaner.com/ccleaner/download) then install your Nitro Pro?

Please be informed that BrCtrlCntr.exe file is a software component of Brother ControlCenter by Brother. Brother Control Center is a utility software for managing installed printers manufactured by Brother Industries. BrCtrlCntr.exe is a core process associated with the Brother ControlCenter. This is not an essential Windows process and can be disabled if known to create problems. Brother ControlCenter is a configuration and management tool for Brother printers. The program gives users access to hardware functions such as Photo Print, Scan, and PC-FAX found on printers manufactured by Brother. This program is installed automatically during initial setup of any Brother printer.

4. If uninstalling your Brother's printer/scanner applications still did not help, kindly close ControlCenter4 (little orange icon) from your Task bar's System Tray should do the trick.

5. Then try installing again your Nitro Pro 13.

If that still did not help, 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. 

[Karina Marquez]

Hello @AllainU

Thank you for you prompt response. I followed your steps to close the Brother Control Center from the taskbar along with the system tray and that allowed me to download Nitro Pro successfully.  It's working great. Thank you! 

By any chance, were you able to look into the other problem my coworker is having with her printer connection and the default screen that pops up anytime she prints? For reference she has an HP Color Laser Jet Pro MFP M479fdw printer. I don't seem to have that problem with my printer as I did a test print and it went directly to the printer. The 'Save As' prompt screen started to pop up after she installed Nitro. I am wondering if the location of Nitro Pro on her computer's C:\ drive may have something to do with the interference of her printer. 

Thanks again. Looking forward to your response. 

 

[Allain Umailin]

Hello @Karina Marquez,

Thank you for your response and for letting us know that that steps we provided fixed the issue number 2.

With regard to your co-worker's issue, I do have a few questions below:

-Are you getting the same 'Save As' prompt when printing to the same HP printer (assuming this is a network-printer)?

-Does this happen with specific PDF file (e.g. received through Outlook mails)? If it happens with PDF email attachments, could you please with your co-worker if saving the file locally helps?

-What build of Nitro Pro your co-worker is working with? He/She can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.X.X.X, e.g. 13.2.3.26) or you can go to Control Panel > Programs and Features.

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

[Karina Marquez]

Hello @AllainU,

To answer your questions of my co-worker's issue, 

- It is a network-printer so I am able to access it. I sent a document to that printer and I did not get the same 'Save-as' prompt screen; it simply prints.  It seems that problem is only when she prints from her computer, and only after installing Nitro did this happen. 

- This happens with every file she prints. It does not matter if it is a PDF, word document, or image if it is saved locally or not. Happens every time she prints. 

- My co-worker is working with Nitro Pro 13.35.3.685.

For reference, I will attach a screenshot of the prompt window she gets on her screen in a separate message.

[Allain Umailin]

Hello @Karina Marquez,

Thank you for this information.

For the sake of initial troubleshooting of this issue, we recommend that your co-worker repair his/her Nitro Pro. Please have him/her reboot the computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. He/She may refer to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 

If Modify button is greyed-out, please refer to this screen-cast that will teach you on how to go to Control Panel > All Control Panel Items > Programs and Features and repair your Nitro Pro program or any application installed on your system: https://www.screencast.com/t/rvpUkq40c

If repairing didn't help, let us try some troubleshooting by sending these steps to your co-worker:

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_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 

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 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 

5. 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.