When I try to combine pdf's the system crashes

[adam adama]

I used to be able to get a right click menu option on win10 to combine several files into one in Nitro, Now I ;only get it for very few small files.

When I try to combine files from the menu inside Nitro Pro the app crashes and disappears.

Also I would be interested in upgrading from V 12 to V 13, but it says my licence number can't be validated, I got it in March 2019

Please help

[Allain Umailin]

Hello @adam adama,

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

In order to further assist you, could you please provide the serial number of your Nitro Pro 12?

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. 

[adam adama]

Hi

Thanks for getting back to me, 

I sent you my serial number via private message.

[Allain Umailin]

Hello @adam adama,

Thank you for the private message.

Looking at our server logs, it seems like you are still working with an older build so 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_12169574/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. To continue offering our customers the very best PDF tools, we have upgraded our servers and has shutdown the one your older version of Nitro Pro runs on so please install Nitro Pro 12.16.9.574 by getting the installer from this page: https://www.gonitro.com/nps/product-details/downloads 

5. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering the same serial number 234600-xxxxxx-145197

Thank you for choosing Nitro and I hope this helps.