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Icon on toolbar is activated, but can not view document


Scott Colburt
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Scott Colburt

Hello,

I am having difficulty opening Nitro PDF.  It has always worked fine, but now any document I try to open is not visible.  I can see that the Nitro icon is activated on the tool bar, and if I hover over it I can see the name of the file I am trying to open, but no document is visible.

What do I need to do to make it work?

Thank you

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  • Official Nitronaut
Allain Umailin

Hello @Scott Colburt,

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

This is a common scenario when multiple monitors are being used. When Nitro Pro is opened on a monitor that is later disconnected, it won't default to a current "active" display which causes Nitro Pro to display on the missing monitor.

Kindly try these steps:

1. Try rebooting your machine.
2. If not fixed after rebooting, focus on Nitro Pro by clicking on it on the Taskbar. 
3. Press the Windows key + Left/Right arrow until Nitro Pro appears.

Thank you for choosing Nitro and I hope this helps.

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  • Official Nitronaut
Allain Umailin

Hello @Scott Colburt,

What build of Nitro Pro are you working with?

You can find this information by going to Control Panel > Programs and Features (format is 13.XX.X.XXX, e.g. 13.2.3.26)

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

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  • Official Nitronaut
Allain Umailin

Hello @Scott Colburt,

Let us try some troubleshooting by referring to these steps since you are still working with an old build:

1. Download and run our Clean Up utility to uninstall your current Nitro Pro and reboot your machine: 

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 

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 Pro 12.16.9.574 using the installer from this page:

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"

4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 234601-xxxxxx-964094

Thank you for choosing Nitro and I hope this helps.

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