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Program crash when trying to protect pdf file by password


Sebastian Scholz
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Sebastian Scholz

Hello, we bought several new licenses, installed them and almost everything works fine. But with one user we have trouble with constant program crashes when trying to protect pdf-files with password. We already tried uninstalling and re-installing. I removed all program files also, but nothing seems to work. Can anyone help or has other ideas to test? (PS: this user had an older version of nitro Pro installed before, but we removed it before installing the new one. And there were also more users with old versions which do not have this issue).

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  • 1 month later...
  • Official Nitronaut

Hello @Sebastian Scholz,

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

To further assist your user, could you please provide the following?:

-Is this a new issue or has it occurred since after upgrading to the newer Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)?

-The serial number that was entered to activate Nitro Pro. 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.

-Build of Nitro Pro your user 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. 13.45.0.917) or he/she can go to Control Panel > Programs and Features.

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

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Sebastian Scholz

Dear AllainU,

thanks for your reply. I sent a personal message to you with further details. Hope you can help.

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  • Official Nitronaut

Hi @Sebastian Scholz,

Thank you for getting back to me and for providing more details of the issue.

Since this rare issue is only happening with a single user that is currently working with an older build, let us first update the program using below direct German installer links:

x32 http://install.nitropdf.com/professional_13460937/de/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13460937/de/retail/nitro_pro13_ba_x64.msi 

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

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Sebastian Scholz

Hello Allain, good news. I have removed the installed version and reinstalled the version supplied by you and everything works fine now. Thank you very much for helping us and I wish you a pleasant weekend.

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