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Nitro Pro Crashing and Now No Longer Opening


Sophia VosKnudsen
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Sophia VosKnudsen

I was trying to open some PDFs and they wouldn't open or it would get the loading swirl of doom and then ask to close, restart or wait for program to respond. I tried all three options. Then I went and tried to clear temp files out of App Data, this worked previously.

It did not this time. Finally I uninstalled and reinstalled however everytime I try and open it now, it crashes right away and a crash report box appears. I had a good five -seven pop up on my screen at once.

Viewing files through Nitro Pro is more than 60% of my work day. Please assist.

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  • Official Nitronaut
AllainU
Posted (edited)

Hello @Sophia VosKnudsen,

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

In order for me to further assist you with your concern, could you please provide the following?:

-Build of Nitro Pro are you working with. You can go to Control Panel > Programs and Features(format is 12.X.X.X, e.g. 12.0.0.112).

-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.

Edited by AllainU
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Sophia VosKnudsen

Good afternoon AllainU,

It it 13.42.3.855 and no updates today or any other changes I can think of. 

Thank you,

Sophia

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AllainU

Hello @Sophia VosKnudsen,

Thank you for this information and for your patience.

Could you also 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

Hi @Sophia VosKnudsen,

Thank you for the private message.

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_13423855/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 13.42 using below offline installers:

x32 http://install.nitropdf.com/professional_13423855/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13423855/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 5049xx-xxxxxx-308500

If above steps did not help, could you please provide a few PDF sample files you are working on and how are those files create (e.g. )?

Thank you for choosing Nitro and I hope this helps.

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Sophia VosKnudsen

Good morning AllainU,

This time it has all worked! I've checked by openign a few different PDFs and all have opened without a crash message.

Thank you for the help and have a great day!

Sophia

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Sophia VosKnudsen

Hello AllainU,

My computer just did an update and now Nitro Pro is longer opening up again. A crash message doesn't appear and it looks like it will open, it just doesn't.

Should I just go through the whole process again?

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AllainU

hello @Sophia VosKnudsen,

My sincere apologies for the delay.

Are you seeing the program in the Taskbar but unable to maximize?

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

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