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Freezing When Using the Search/Find Function (Possible conflict w/ Windows display language)


Kento Yagi
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Issue:
I'm experiencing "freezing" issues when using the "Search" function on Nitro Pro on Windows 10.

Symptoms:
When searching words on Nitro Pro, the application completes the search and lists all results on the left hand side. However, the Nitro Pro window is not "frozen" per ce. It is no longer selectable with the mouse cursor and is unresponsive to keyboard inputs. Still, the application itself is apparently functioning normally, as attempting to close Nitro Pro via the task bar (right-clicking Nitro Pro and selecting [Close Window]) still opens Nitro's close confirmation window. But the window still can't be made active at all.

Tested:
- Adjusted input settings according to this post. This did not alleviate the issue.
- Tried the Search function on a different installation on a different Win 10 PC.

  1. PC's display language is on "English (US)". Search on Nitro Pro works w/o issue.
  2. Switched display language to "Japanese" (w/o rebooting the PC). Search works w/o issue.
  3. Rebooted the PC. Tried the Search function. This caused the "freeze".

Environment:
Nitro Pro Version 13.33.2.645
PC #1 - Windows 10 Pro 20H2 (Windows display language - Japanese)
PC #2 - Windows 10 Pro 20H2 (Windows display language - English (US))

Anyone know of any possible remedies for this problem?

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  • Official Nitronaut
Allain Umailin

Hello @Kento Yagi,

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

For the sake of initial troubleshooting of this issue, we recommend that you repair your Nitro Pro. Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. You 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, could you please provide a few sample PDF files that exhibits the freezing issue when using the Search function?

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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  • Official Nitronaut
Allain Umailin

Hello @Kento Yagi,

Thank you for sending over a few sample files.

I have gone ahead to test Search function and please note I did not encounter freezing issue. The build that I used to test is Nitro Pro 13.35 which is our latest build.

Since the freezing issue happening with all your files and you are still working with an older build, please refer to these in order to update:

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.

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Hi @AllainU,

Thank you for your reply and for testing it out. I've gone through the steps you've provided, but I'm afraid the issue still remains.

I've once again tested to see if the Windows display language is the issue, and the results are the same: Searching w/ the display language set to English (United States) lets me do so without any problems, while setting it to Japanese locks me out of the program. This leads me to believe it's some sort of compatibility issue related to Nitro and Windows 10 set to Japanese.

The workaround of switching languages just to use Nitro is not a viable one either, as I have work critical applications that I should be using in Japanese.

Can you please look into this further? Thanks.

Edited by Kento Yagi
Grammatical fix
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  • Official Nitronaut
Allain Umailin

Hello @Kento Yagi,

Our sincere apologies for this inconvenience.

In order to further investigate, is this a new issue or has it occurred since after installing Nitro Pro 13 on your Windows 10 in Japanese display language?

If no, any changes you are aware of before this happened (e.g. Windows Updates)?

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

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Hi @AllainU,

The problem as far as I can remember has been like this from the start, and has only occurred with Nitro Pro 13 on Windows 10 in Japanese. However, I should mention that I have only been using Nitro Pro since last October, and do not remember if I first used Nitro before the latest major update to Windows 10 (still on version 1903) or after (after updated to version 20H2).

I had initially thought it was an issue specific to my computer, but only recently realized this was reproduceable on my 2nd computer (a laptop) once the language settings were changed, which is why I decided to flag this now.

If there's any other detail I can provide you with, please let me know.

  • I agree 1
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  • 10 months later...

Hi , actually we have same issue  after upgrading the OS from 1909 to 20H2.  even the OS language has been switched the from Eng to Jap or from Jap to Eng... seems some kind of user message could not be executed  in the application back end

see the following dump file 

*******************************************************************************
*                                                                             *
*                        Exception Analysis                                   *
*                                                                             *
*******************************************************************************


KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 2984

    Key  : Analysis.DebugAnalysisManager
    Value: Create

    Key  : Analysis.Elapsed.mSec
    Value: 45248

    Key  : Analysis.Init.CPU.mSec
    Value: 2187

    Key  : Analysis.Init.Elapsed.mSec
    Value: 15497

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 116

    Key  : Timeline.OS.Boot.DeltaSec
    Value: 153204

    Key  : Timeline.Process.Start.DeltaSec
    Value: 185

    Key  : WER.OS.Branch
    Value: vb_release

    Key  : WER.OS.Timestamp
    Value: 2019-12-06T14:06:00Z

    Key  : WER.OS.Version
    Value: 10.0.19041.1

    Key  : WER.Process.Version
    Value: 13.16.2.300


NTGLOBALFLAG:  0

PROCESS_BAM_CURRENT_THROTTLED: 0

PROCESS_BAM_PREVIOUS_THROTTLED: 0

APPLICATION_VERIFIER_FLAGS:  0

EXCEPTION_RECORD:  (.exr -1)
ExceptionAddress: 0000000000000000
   ExceptionCode: 80000003 (Break instruction exception)
  ExceptionFlags: 00000000
NumberParameters: 0

FAULTING_THREAD:  000078c4

PROCESS_NAME:  NitroPDF.exe

ERROR_CODE: (NTSTATUS) 0x80000003 - {EXCEPTION}  Breakpoint  A breakpoint has been reached.

EXCEPTION_CODE_STR:  80000003

STACK_TEXT:  
00000050`111ff368 00007ffb`e0ce1f0e     : 00000206`7ee5ec40 00007ffb`5978c840 00007ff6`de1d1ff0 00007ff6`de1d1ff0 : win32u!NtUserGetMessage+0x14
00000050`111ff370 00007ffb`5963fd77     : 00000206`7ee5ec40 00007ff6`de1d1ff0 00000000`00000001 00007ff6`de1d1ff0 : user32!GetMessageW+0x2e
00000050`111ff3d0 00007ffb`596406a5     : 00000000`00000000 00007ff6`de1d1ff0 00000000`00000001 00000206`7ee5ec98 : mfc140u!AfxInternalPumpMessage+0x27
00000050`111ff400 00007ff6`ddbf3135     : 00000206`0155e7f0 00007ff6`ddaa0000 00000000`00000001 00000000`00000001 : mfc140u!CWinThread::Run+0x75
00000050`111ff440 00007ffb`596735b0     : 00000000`00000001 00000000`00000001 00000000`00000000 00000000`00010001 : NitroPDF!CxIOFile::Write+0xb97c5
00000050`111ffab0 00007ff6`ddd4aa26     : 00000000`00000001 00000000`00000000 00000000`00000000 00000000`00000000 : mfc140u!AfxWinMain+0xc0
00000050`111ffaf0 00007ffb`e0f17034     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : NitroPDF!nitro::filenames_provider::workflow::get_from_program_data+0x9d316
00000050`111ffb30 00007ffb`e17c2651     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x14
00000050`111ffb60 00000000`00000000     : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x21


STACK_COMMAND:  ~0s; .ecxr ; kb

SYMBOL_NAME:  win32u!NtUserGetMessage+14

MODULE_NAME: win32u

IMAGE_NAME:  win32u.dll

FAILURE_BUCKET_ID:  BREAKPOINT_80000003_win32u.dll!NtUserGetMessage

OS_VERSION:  10.0.19041.1

BUILDLAB_STR:  vb_release

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

IMAGE_VERSION:  10.0.19041.1466

FAILURE_ID_HASH:  {3112b5eb-303b-e877-0655-90bdfa336126}

Followup:     MachineOwner
 

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  • 2 weeks later...
Andrew Kagwa

I have the same case since i started using nitro trail in windows 10 Pro. 

When I want to search for a specific word in my pdf document with nitro. After search results, I will not be able to move to the next word and nitro stacks and the screen becomes active I can't even minimize the screen. I will need Control + Alt + delete to open task manager and force to end nitro. 
 
This is something to do with compatibility, nitro team needs to resolve it as soon as possible
Edited by Andrew Kagwa
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Andrew Kagwa
On 4/1/2021 at 12:30 AM, Allain Umailin said:

Hello @Kento Yagi,

Thank you for sending over a few sample files.

I have gone ahead to test Search function and please note I did not encounter freezing issue. The build that I used to test is Nitro Pro 13.35 which is our latest build.

Since the freezing issue happening with all your files and you are still working with an older build, please refer to these in order to update:

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.

Does not help anything. i think the best way is for your team to resolve design issues. Otherwise just offer me my refund so that i buy adobe acrobat

 

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Andrew Kagwa
On 4/1/2021 at 3:39 PM, Allain Umailin said:

Hello @Kento Yagi,

Our sincere apologies for this inconvenience.

In order to further investigate, is this a new issue or has it occurred since after installing Nitro Pro 13 on your Windows 10 in Japanese display language?

If no, any changes you are aware of before this happened (e.g. Windows Updates)?

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

It happened since windows 10 20H1, 20H2, 21H2, 64 bit English UK, English US. Something is wrong with the design of the software. The search component is not well designed very boring software especially when you present something then you search a key word and the whole PC stack . If you can't resolve it i need full refund

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Kento Yagi

Hi @Kai Wang and @Andrew Kagwa,.

My condolences regarding the issues. I'd like to share my experience as an FYI, just in case.

My searching hang-up problem were fixed after upgrading to a newer version of Nitro Pro, and hasn't reappeared since 13.42.3.855, so I'm inclined to believe that it got patched somewhere along the way. Any new versions should be downloadable here: https://www.gonitro.com/product-details/downloads

It may or may not resolve your issue, but hope it helps!

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