Nitro Pro Freezing/Crashing

[Kwang Peng Chan]

Hi,

I have experienced problem of Nitro Pro Freezing/Crashing lately which is causing a lot of inconvenience as I do online teaching and training as part of my job. 

When using Nitro Pro (my version is 13.35.3.685 based on renewal only on 11 Mar 21) and as I was doing my annotation on a pdf doc, the application could all of a sudden freeze so I could not edit/annotate/activate/close, etc. The same doc opened in Adobe Acrobat reader has no such problem. (I use both Nitro Pro and Adobe Acrobat, one on the left and another on the right, in my PC screen during training). I had to hard shut down the Nitro-Pro using "Task Manager" and "End Task", so sometimes my edits/annotation are lost as a result, while in other times some of these could be saved under recovered doc. 

To be honest, I have never encountered such errors and inconveniences since a few years back when I started using Nitro Pro 9 and 10, until now the latest ver 13.

This is causing a lot of inconveniences and I may have to stop using the software and switch to others like PDF Annotator which I understand better support editing/annotation that allows one to write on a tablet.     

Pls help resolve this technical issue, and you can get in touch with me at my email based on my Nitro account asap. 

Thank you for your kind attention. 

Patrick Chan 

[Allain Umailin]

Hello @Kwang Peng Chan,

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

Since you are still working with an older build of version 13, let us try some troubleshooting by referring to these steps:

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_13400811/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 13.40.0.811 using below offline installers:

x32 http://install.nitropdf.com/professional_13400811/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13400811/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 50494x-xxxxxx-301969
 
Thank you very much in advance and I am looking forward to hearing back from you. 

[Kwang Peng Chan]

Many thanks for your advice. I just followed and installed the new version of Nitro Pro and it worked fine for my last training session. So far so good.

On another note, I am unable to switch on the Microsoft Windows Chinese language toolbar in my latest Nitro Pro to annotate or edit in Chinese characters in my pdf doc. But the moment I left Nitro Pro into another Window apps, I can continue using the Microsoft Windows Chinese language toolbar. The annoying thing is that this problem was not encountered in the earlier versions of Nitro.

Can you help?

Thank you.