Error 401 and product upgrade.

[Reg Wallin]

Each session, when I try to open the first pdf file I wish to open I receive as message which reads - "An error has occurred within our system.  Please try again or contact support if this error persists. (Error 101)".   This is persisting.

While logged on, through clicking on About Nitro Pro, I have found my serial number.  When I have copied and pasted this number into Product Upgrade I receive the following response - "We were unable to validate your serial number. Please ensure you entered it correctly. If you believe you are eligible for an upgrade, please leave a post on our Community Forum and update us with your issue."

[Allain Umailin]

Hello @Reg Wallin,

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

Necessary adjustments has been executed on your account so please try again upgrading your Nitro Pro 12 by entering its serial number on our Upgrade Portal.

Upgrading to Nitro PDF Pro 13 at a discounted rate should fix the Error 401.

Thank you for choosing Nitro and I hope this helps.

[Nathan V]

im having the same problem.

This was not happening until you guys released the new version.

i have already tried the Reboot / Repair / Reboot suggestions from other posts.

still no luck.

[Allain Umailin]

Hello @Nathan V,

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

Since you are still working with an older build of Nitro Pro 12 (from your other post), let us try some troubleshooting by referring to these steps:

1. Open your Nitro Pro and log out from your Nitro Sign by clicking the drop-down arrow and selecting Logout. This should be below the 'X' Close button of your program.

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. Download and install Nitro Pro 12.16.9 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 

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

6. Reset your Nitro Sign password, login back to Nitro Sign by clicking 'Log In' button.

If the error re-occurs after few days, please let me know so we can check our resources.

Thank you for choosing Nitro and I hope this helps.

[Nathan V]

On 12/16/2021 at 1:50 AM, Allain Umailin said:

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 

Thanks for replying.

THis link only talks about stamps and Quick sigs.

where are the digital signatures stored so i can move them prior to clean up ?

I could not find them in the location described in your link

[Allain Umailin]

Hello @Nathan V,

Please be aware that Digital Signatures cannot be backed up and after reinstalling, they need to be recreated from scratch.

Should you have further questions, please do not hesitate to reach out again.