Unable to create pdf using Microsoft Add-ins

[YingSoon Chan]

When I tried to create the pdf using the plugin from Microsoft Word, the job starts and nothing happens after that. I notice then that it gets sent to the Nitro Pro creator printer spool, and the job stays in there. 

I have tried to reinstall the add-ins and also reinstall Nitro-pro, without any changes.

[Allain Umailin]

Hello @YingSoon Chan,

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?:

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

-Build of Nitro Pro are you working with. You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.X.X.X, e.g. 13.46.0.937) or you can go to Control Panel > Programs and Features.

-Does this happen with every Word documents? 

-Are you like converting Word documents to PDF and saving to a network or shared drive (e.g. mapped Google Drive Business). Can you check if you have the same issue when the file is saved locally?

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

[YingSoon Chan]

Hi AllainU

• This has occured after installing Nitro Pro. It is on a new laptop
• Build of Nitro Pro: 12.16.9.574
• It happens on every Word document. It also happens to other documents like Excel
• Same issue when file is saved locally or through a network.

 

[Allain Umailin]

Hello @YingSoon Chan,

Thank you for this information.

As per part of troubleshooting, please refer to these steps:

1. Run a repair of your MS Office through Control Panel\All Control Panel Items\Programs and Features

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/000004509 

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 12 using below offline installers:

x32 http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_ba_x86.msi 
x64 http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_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 

Important: If you are using Chrome or any of the Chromium-based browsers (e.g., Vivaldi, etc.) and you are unable to access the above installer links, you're more than likely experiencing the results of a new security feature that was silently pushed out to the browsers, which blocks .exe/.msi/etc downloads without any visible error or prompt on the browser's frontend user space. In order to bypass this, please try these steps:

a. Right-click the link you're trying to download, and select "Save link as..."
b. Choose your save location and select "Save"
c. On the bottom edge of your browser window, the Downloads bar should now appear and the file will show up with a red error icon, attempting to block the download. Press the caret button and select "Keep"

5. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 234600-xxxxxx-403715

Thank you for choosing Nitro and I hope this helps.