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MS 365 Nitro Addin Not Loading


Nigel Flowers
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Nigel Flowers

Running Nitro 13.49.2.993 and MS 365 Version 2016 (Build 14131.20360) on all MS Office applications the Nitro Addin will not load, you can select it but on app close/open it fails to load with a runtime error. Have repaired both Office and Nitro and removed reinstalled Nitro - still remains. Any ideas where to look next ?  

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  • Official Nitronaut
Allain Umailin

Hello @Nigel Flowers,

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

To further assist you, let us try some troubleshooting by referring to these steps:

1. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/professional_13492993/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 

2. 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.

3. Download and install Nitro PDF Pro 13.49 using below offline MSI installers:

x32 http://install.nitropdf.com/professional_13492993/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13492993/en/retail/nitro_pro13_ba_x64.msi

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"

4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 50493x-xxxxxx-332193
 
After performing above steps, open again your MS Office 365 applications and let us know it goes with regard to the Nitro Addins.

Thank you for choosing Nitro and I hope this helps.

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Nigel Flowers

Thanks for the response. I have completed all the above steps and the add-ins are no longer shown in the office apps file\options\add-ins\com. I have also deslected the add-ins under Nitro\support tools\PDF creators. Finally i checked the cleanup log file and there are some errors shown, mostly "cannot remove registry by VBS .... try to delete key using CMD". 

Can you offer any addtional advice ?

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  • Official Nitronaut
Allain Umailin

Hello @Nigel Flowers,

My sincere apologies for the delayed response.

We have received reports from a few users with the similar behavior and we are currently investigating.

To help our internal investigation, are you working with a 32-bit version of MS Office 365 on a 64-bit Windows system?

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

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Allain Umailin

Hi @Nigel Flowers,

Thank you for this confirmation.

Our product team is already aware of this issue and a fix should be available soon, however, no ETA yet on its release.

As a workaround, kindly uninstall your Nitro PDF Pro 13.49, reboot your machine then reinstall Nitro PDF Pro 13.47 using below offline installers:

x32 http://install.nitropdf.com/professional_13474957/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13474957/en/retail/nitro_pro13_ba_x64.msi

After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 50493x-xxxxxx-332193.

For your kind information, this issue is not present with previous builds of Nitro PDF Pro 13.

Our sincere apologies for this inconvenience and stay safe always.

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