Nitro Pro One Computer Not Allowing Extraction

[Sean Etheridge]

Hello helpful people,

We have several computers that all have Nitro Pro installed on them. One user cannot extract pages from a group of PDFs, but everyone else can. The permissions on the PDF allow extraction, but the option is greyed out, and is not an option only on one computer. This computer is using Nitro Pro 13.50.4.103. The others computers are using different version of Nitro Pro 13.X.X.X.

A repair ran on the installation of Nitro and the computer was restarted, but it still cannot extract the pages needed from the PDF, the option is just greyed out. 

My next step is to uninstall the program, look for and kill and files or registry entries and reinstall, but that will have to wait until next week. Does anyone have any suggestions or has anyone else run into this issue?

The series of PDFs in questions have sensitive data so they cannot be shared here.

Thank you for any help you can provide.

Edited December 3, 2021 by Sean Etheridge
spelling

[Allain Umailin]

Hello @Sean Etheridge,

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

In order to further assist your user, could you please provide the serial number of his/her Nitro Pro 13? To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

Are all your users extracting same PDFs from the same location? Is this a network-shared folder?

Lastly, is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)?

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

[Sean Etheridge]

On 12/3/2021 at 4:18 PM, Allain Umailin said:

Hello @Sean Etheridge,

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

In order to further assist your user, could you please provide the serial number of his/her Nitro Pro 13? To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

Are all your users extracting same PDFs from the same location? Is this a network-shared folder?

Lastly, is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)?

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

Thank you Allain Umailin, I send the SN over to you in message.

[Allain Umailin]

Hello @Sean Etheridge,

Thank you for providing the serial number via private message.

Let us try some troubleshooting by updating to our latest release. Here are the steps:

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

http://install.nitropdf.com/professional_13.53.3.1073/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 PDF Pro 13.53using the installer from this page: https://www.gonitro.com/nps/product-details/downloads

If you are getting the 'Nitro Pro Wizard has failed' message using our .exe package, it is because it requires a stable Internet connection to download installation files so please use offline English MSI packages:

x32 https://downloads.gonitro.com/professional_13.53.3.1073/en/retail/nitro_pro13_ba_x86.msi
x64 https://downloads.gonitro.com/professional_13.53.3.1073/en/retail/nitro_pro13_ba_x64.msi 

To know if you have 32-bit or 64-bit Windows system, 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 5049xx-xxxxxx-295965

Thank you for choosing Nitro and I hope this helps.

[Sean Etheridge]

On 12/10/2021 at 5:05 PM, Allain Umailin said:

Hello @Sean Etheridge,

Thank you for providing the serial number via private message.

Let us try some troubleshooting by updating to our latest release. Here are the steps:

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

http://install.nitropdf.com/professional_13.53.3.1073/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 PDF Pro 13.53using the installer from this page: https://www.gonitro.com/nps/product-details/downloads

If you are getting the 'Nitro Pro Wizard has failed' message using our .exe package, it is because it requires a stable Internet connection to download installation files so please use offline English MSI packages:

x32 https://downloads.gonitro.com/professional_13.53.3.1073/en/retail/nitro_pro13_ba_x86.msi
x64 https://downloads.gonitro.com/professional_13.53.3.1073/en/retail/nitro_pro13_ba_x64.msi 

To know if you have 32-bit or 64-bit Windows system, 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 5049xx-xxxxxx-295965

Thank you for choosing Nitro and I hope this helps.

This fixed the issue, thank you very much!