Nitro crashing with File Explorer

[Nina Rosenthal]

I have been using Nitro for years, and suddenly it's crashing all the time.  When I try to open a File Explorer doc or add it to an existing .pdf in Nitro, it crashes.  I always send the "crash report," but I think we all know now that no one actually reads those.  Certainly you cannot get any kind of tech support over the phone, and if you are not paying for the upper-level Nitro packages, you get no help at all, just a direction to this forum.  Today I actually saw reviews of Nitro (I never thought to look before, because it has always been the best .pdf program for me), and I am not surprised to see such low ratings.  Nitro is terrible now, despite the company's tagline of "productivity".  I am more UNproductive now because I can't use Nitro.

 

Will someone call me back, or actually have an answer to this problem?  I sure hope so--I have a lot to do, and I really don't want to learn a new program in the midst of my deadlines.  Let's see what kind of response I get.  THANK YOU, fellow Nitro users, for ANY help you can give me.

[Allain Umailin]

Hello @Nina Rosenthal,

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

Looking at the crash reports you have submitted, we can see you are using Nitro Pro 12.16.9.574 and please be aware that submitting such reports will not auto-create a support case or Community Forum post. But no worries, I'll do my very best to assist you.

As part of initial troubleshooting of this issue, we recommend that you repair your Nitro Pro. Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. You may refer to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 

If Modify button is greyed-out, please refer to this screencast that will teach you how to go to Control Panel > All Control Panel Items > Programs and Features and repair your Nitro Pro program or any application installed on your system: https://www.screencast.com/t/rvpUkq40c

If repairing didn't help, could you please provide the following information for me?:

-Any changes you are aware of before this happened (e.g. Windows Updates)?

-Does this happen with every file? If it is a single file, please send us the sample file (with sensitive information extracted) by sending me a private message (hover your mouse on top of my name 'AllainU' and select 'Message') so I can replicate it on my end. 

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