An error occurred. See inner exception(s) for details

[Ray Phillips]

I have NitroPro 13.2.2.25. When attempting to create a PDF from highlighted text in Outlook 2013 the error message in the Title appears.

Apparently this problem lingers on from version 12:

I've repaired Nitro and re-installed the Office add-ins as Steven suggested in that thread but the error persists.

 

[Leslie V]

Hello @Ray Phillips

Thanks for reaching out to us!

Please use the tool I have provided below to remove all files associated with Nitro Pro and reboot your system.
https://downloads.gonitro.com/professional_13.50.4.1013/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

When your system is back up, close all your open applications and install Nitro Pro 13.50.4.1013 from the page I have provided below:
https://www.gonitro.com/nps/product-details/downloads

I hope this helps! Please let me know how that goes.
 

[Ray Phillips]

I'm afraid that seems to have taken me backwards Leslie...

 

There's now no Nitro tab in Outlook. I've tried updating the Office add-ins with Nitro's Support Tools -> PDF Creation dialog box to no avail.

 

Clicking Outlook's File menu, then the Manage COM Add-Ins button shows no Nitro entry in the list.

 

Clicking Outlook's File menu, then Options and Add-Ins shows Nitro Pro in the Inactive Application Add-Ins list. The Add-In also appears in that list in Word's and Excel's Options dialog box.

 

Have I somehow done something silly?

[Leslie V]

Hello @Ray Phillips

We recently became aware of this issue with the Nitro MS Office plug-ins. We are working on a new build that will correct this but we do not have an ETA at this time.

Currently the workaround is to revert back to the previous build of Nitro PDF Pro, V13.47. You can download this build here:

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

We do apologize for the inconvenience.

Please let us know if you need anything else. 

Edited November 17, 2021 by Leslie Villarin

[Ray Phillips]

Unfortunately, that hasn't changed anything obvious Leslie.  

Perhaps the log created by nitro-cleanup.vbs will be of some help. It contains some errors. (There doesn't seem to be a way to attach a file to this response?):

[ 14/11/2021 8:52:27 AM ] - [Full Cleanup]
[ 14/11/2021 8:52:27 AM ] - [Uninstall Nitro products]
[ 14/11/2021 8:52:27 AM ] -   [Uninstall] - Nitro PDF Professional 7
[ 14/11/2021 8:52:27 AM ] -   [Uninstall] - Nitro PDF Professional
[ 14/11/2021 8:52:27 AM ] -   [Uninstall] - Nitro Pro 8
[ 14/11/2021 8:52:27 AM ] -   [Uninstall] - Nitro Pro 9
[ 14/11/2021 8:52:27 AM ] -   [Uninstall] - Nitro Pro 10
[ 14/11/2021 8:52:27 AM ] -   [Uninstall] - Nitro Pro
[ 14/11/2021 8:52:27 AM ] - Try to find bootstrapper GUID in SOFTWARE\Classes\Installer\Dependencies\{24E8C965-90F0-44CE-B305-FEBA0D900919}\Dependents
[ 14/11/2021 8:52:27 AM ] - Try to find bootstrapper GUID in SOFTWARE\Wow6432Node\Classes\Installer\Dependencies\{24E8C965-90F0-44CE-B305-FEBA0D900919}\Dependents
[ 14/11/2021 8:52:27 AM ] - msiexec /x {24E8C965-90F0-44CE-B305-FEBA0D900919} /qb
[ 14/11/2021 8:52:57 AM ] -   [Uninstall] - Nitro Reader 3
[ 14/11/2021 8:52:57 AM ] -   [Uninstall] - Nitro Reader 4
[ 14/11/2021 8:52:57 AM ] -   [Uninstall] - Nitro PDF Reader
[ 14/11/2021 8:52:57 AM ] -   [Uninstall] - Nitro PDF Reader 2
[ 14/11/2021 8:52:57 AM ] -   [Uninstall] - Nitro Reader
[ 14/11/2021 8:52:57 AM ] -   [Uninstall] - Nitro PDF DMS
[ 14/11/2021 8:52:57 AM ] -   [Uninstall] - Nitro DMS
[ 14/11/2021 8:52:57 AM ] -   [Uninstall] - Nitro PDF Express
[ 14/11/2021 8:52:58 AM ] -   [Uninstall] - Nitro PDF Express
[ 14/11/2021 8:52:58 AM ] -   [Uninstall] - Nitro OCR Expansion
[ 14/11/2021 8:52:58 AM ] - [Uninstall Nitro Printers]
[ 14/11/2021 8:52:58 AM ] - [Uninstall printers by OS]
[ 14/11/2021 8:52:58 AM ] - [Delete all printers files ]
[ 14/11/2021 8:52:58 AM ] -   [Try to stop spooler]
[ 14/11/2021 8:52:58 AM ] -   [Wait 5 seconds]
[ 14/11/2021 8:53:03 AM ] -   [Printer files remove]
[ 14/11/2021 8:53:03 AM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\nitroui*.hlp
[ 14/11/2021 8:53:03 AM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.ini
[ 14/11/2021 8:53:03 AM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.ppd
[ 14/11/2021 8:53:03 AM ] - > Error: Can not remove file. Access denied - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfUI*.dll
[ 14/11/2021 8:53:03 AM ] - Try to remove file throw cmd command
[ 14/11/2021 8:53:03 AM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.BPD
[ 14/11/2021 8:53:03 AM ] -   [Try to start spooler]
[ 14/11/2021 8:53:03 AM ] - [Disc Cleanup]
[ 14/11/2021 8:53:03 AM ] -   [Remove folder(s)] - C:\Users\User\AppData\Roaming\Nitro*
[ 14/11/2021 8:53:03 AM ] -   [Remove folder(s)] - C:\Users\User\AppData\Roaming\..\LocalLow\Nitro*
[ 14/11/2021 8:53:03 AM ] -   [Remove folder(s)] - C:\Users\User\AppData\Roaming\..\Local\Nitro*
[ 14/11/2021 8:53:03 AM ] -   [Remove folder(s)] - C:\Program Files\Nitro*
[ 14/11/2021 8:53:03 AM ] -   [Remove folder(s)] - C:\ProgramData\Nitro*
[ 14/11/2021 8:53:03 AM ] -   [Remove folder(s)] - C:\Users\User\AppData\Local\Temp\Nitro*
[ 14/11/2021 8:53:03 AM ] -   [Remove file(s)] - C:\Users\User\AppData\Local\Temp\Nitro*
[ 14/11/2021 8:53:03 AM ] - [Remove Registry Keys]
[ 14/11/2021 8:53:03 AM ] -   [Registry key removed] - Software\Nitro
[ 14/11/2021 8:53:03 AM ] -   [Registry key removed] - Software\BugSplat\nitro_pro7_reader2
[ 14/11/2021 8:53:04 AM ] -   [Registry key removed] - \NitroPDF.ppdf
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\NPNitroIE.dll
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\NPNitroIE.dll
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Internet Explorer\InternetRegistry\REGISTRY\USER\S-1-5-21-135482287-46112240-147394707-1265\Software\Nitro
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - [Remove Registry Values]
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin13
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin13
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin13
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] -   [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin13 from - Software\Microsoft\Office\15.0\Excel\AddInLoadTimes
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin13
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11}
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
[ 14/11/2021 8:53:04 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin13
[ 14/11/2021 8:53:04 AM ] - Try to delete key with using cmd commands
 

[Leslie V]

Hello Ray,

Please manually remove Nitro Pro from your machine via the Control Panel (Add/Remove Programs).

Then install version 13.47:

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

If the issue continues, please provide us with your workflow and a screenshot of the error message so we can investigate the issue.

[Ray Phillips]

OK, I've uninstalled Nitro Pro manually and installed version 13.47.4.957, Leslie. There was still no sign of Nitro in Office applications except for it being listed in their Inactive Application Add-Ins list. I finally realised it was necessary to use Manage COM Add-Ins, click the Go... button and click the check box beside Nitro Pro in the list that appeared to get the Nitro menu to appear.  I don't remember if that step was necessary when I first installed Nitro Pro, but I don't think so.

So that was a small victory, but the initial problem is still there:

- selecting part of an email (even just a word, so no images)
- from the NITRO PRO menu clicking Create PDF  -> From Selected Text in Email
- clicking the Save button in the file dialog box that appears
- a dialog box with this message appears (I can't see how to include a screenshot in this response.):

Nitro Pro  Add-In
An error occured.
See inner exception(s) for details.
OK

When the OK button is clicked it goes away and another dialog box the same as the previous one appears. Clicking OK in the second one closes it.

I presume it should be possible to create a PDF from a selection in an email that contains both text and images?

Please help. This is becoming frustrating.

[Leslie V]

Hello @Ray Phillips

I tested this on my end. In the Nitro Pro add-in in Outlook, select the dropdown menu Create PDF --> from Selected text in email.

It converted fine. Could you try running a MS office repair?

If you create a PDF from Email. Does that work? What about creating PDF in general? like printing to PDF or converting other files like Word, Excel, etc?

[Ray Phillips]

>I tested this on my end...It converted fine.

That's nice for you Leslie.  I wish it was working for me too.

I've now run both repair options for Microsoft Office: "Quick Repair" and when that didn't help "Online Repair" which seemed to be a complete re-install—I had to enter its product code again at the end—to no avail.

When I first encountered the "inner exception(s)" problem when trying to create a PDF from selected portions of an email, it was possible to make a PDF of an entire email, but not now: a dialog box appears saying: "Nitro Pro Add-In    An unknown error occurred". Nor can I use Nitro Pro's menu in Word to create a PDF (result is the same error appears as in Outlook) or Excel (result is "Nitro Pro Add-In    Invalid file content" even though the spreadsheet had only five cells containing just digits and text).

There isn't a Nitro Pro printer in my list of printers now. It should be installed by default when Nitro Pro is installed shouldn't it? I'm sure it was there when the initial problem appeared.

[Ray Phillips]

PS: How about the Nitro Pro Add-In being in Outlook's, Word's and Excel's Inactive Application Add-Ins list and my having to manually remove it from there? That shouldn't have been necessary should it? Can you say why it wasn't active immediately after the installation of Nitro Pro?

[Ray Phillips]

Hi Leslie... are you there?

In desperation, I've uninstalled Nitro Pro, rebooted and reinstalled it. Now there's a Nitro PDF Creator in my list of printers, I didn't have to manually enable the Nitro Pro Add-In in my Office 2013 applications, and a PDF can be created from an entire email in Outlook. That's good, but it's still not possible to create a PDF from selected text in an Outlook email. The symptoms are the same as before. I have noticed though, that after a failed attempt to do that, a dialog box appears "behind" other open applications saying "Microsoft Word. Microsoft Word isn't your default program for viewing and editing documents. Do you want to select the file types that Word should open? Yes  No" which I suppose is somehow related to the problem. (I'm not sure if that dialog box always appears.) That message seems to be lying though—when I open "Settings -> Apps -> Default Apps -> Set defaults by app" it shows that Word is the default application for several file types: .doc, .docm, .docx, .dot, .dotm, .dotx, .wbk, and .wiz. Can you offer any suggestions for a solution, please?

Oh, and please advise if it's possible to paste a screenshot into this forum's posts. There's an "Insert image from URL" button but the images I want to insert aren't on a web server.