Failing to convert email from Outlook to PDF

[Howard Smolin]

Hello -

Are am assisting 2 coworkers who are having identical issues.  The Outlook add-in for Nitro Pro is installed and enabled but when they try to convert an email to PDF, the print to PDF process begins but freezes.  When eventually pressing the cancel button the response received is failed conversion.   

The Nitro Pro build is 13.16.2.300 running on a Windows 10 laptop.

I tried the steps below without success.

I as well as others at my company have the same Nitro build but are not experiencing any issues. 

Any suggestions to fix will be greatly appreciated.

Thank you.

Howard Smolin 

   

 

 

[Allain Umailin]

Hello @Howard Smolin,

I trust you are doing great and thank you for contacting Nitro!

To further troubleshoot this issue, do your user has x32-bit MS Office on a Windows x64-bit system?

To find this information, please refer to the steps in this article: https://www.howtogeek.com/288001/how-to-find-out-which-version-of-microsoft-office-youre-using/ 

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

[Howard Smolin]

Hello Allain -

Thanks for getting back to me.  Both users are running MS Office 64 bit on Windows 64-bit systems.

I was going to deactivate, remove Nitro and reinstall but thought I should wait to see if there was something else to try.

Thank you.

Howard

Edited November 17, 2021 by Allain Umailin

[Allain Umailin]

Hello @Howard Smolin,

Thank you for this information.

Since they are working with an older build, please update to Nitro PDF Pro 13.50 using our direct MSI installer for x64-bit:

https://downloads.gonitro.com/professional_13.50.4.1013/en/retail/nitro_pro13_ba_x64.msi

Thank you for choosing Nitro and I hope this helps.

[Howard Smolin]

Allain, 

Updated to the newer build vis the provided link. Unfortunately, the same error occurs. 

Do you have another suggestion?

Thank you.

Howard

[Allain Umailin]

Hello @Howard Smolin,

Let us try some troubleshooting by referring to these steps:

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

http://install.nitropdf.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/000004509 

2. After rebooting, go to the following locations/paths and delete the Nitro folders from previous installations:
a. C:\Users\<user_name>\AppData\Local\
b. C:\Users\<user_name>\AppData\LocalLow\
c. C:\Users\<user_name>\AppData\Roaming\
d. C:\Program Files\ (if 64-bit) or C:\Program Files (x86) (if 32-bit)
e. C:\ProgramData
f. KEY_LOCAL_MACHINE\SOFTWARE\
g. HKEY_CURRENT_USER\Software\
h. Searched 'Nitro Pro' in the registry

*VERY IMPORTANT* Adjusting anything in the Windows registry can cause problems. Care should be taken when working in there by saving a backup before making any change. Please refer to this article: https://support.microsoft.com/en-ph/help/322756/how-to-back-up-and-restore-the-registry-in-windows

3. Run a repair of your MS Office through Control Panel\All Control Panel Items\Programs and Features. 

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

Thank you for choosing Nitro and I hope this helps.