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Nitro Pro 13.49.2.993 Keeps crashing when I try to start it or open any PDF


Ravi Moonsammy
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Ravi Moonsammy

For the past couple of weeks one of my end users has not been able to either open a PDF or open Nitro pro 13. Everytime she tries it crashes and opens a window to submit an error log and gives her the option to retry opening Nitro again but it just keeps crashing and going back to the same window. I can open any PDF with Adobe PDF reader without any issues. I have tried to run the repair option under Programs in control panel but it does nothing to fix the problem. I cannot reinstall Nitro as I cannot open it to deactivate the serial # first. Thanks in advance for your help.

 

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Allain Umailin

Hello @Ravi Moonsammy,

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

Since your user is still working with an older build, we highly recommend updating to the latest release which is Nitro PDF Pro 13.53. Installer is available here:

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 

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"

Thank you for choosing Nitro and I hope this helps.

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Ravi Moonsammy

Hi Allain,

thanks for the suggestion, unfortunately it did not help. I ran the installer and rebooted but I still get the same error when I try running Nitro. Is there a way to deactivate the serial # so I can reinstall the complete app?  I cannot deactivate since the app will not start.

 

Thanks,

Ravi Moonsammy

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Allain Umailin

Hello @Ravi Moonsammy,

Thank you for your response and my apologies that you are still unable to use your program

To further investigate, could you please provide the following?:

-A screenshot of your 'About Nitro Pro' window under Help tab? This window should show the exact build of the program (format is 13.XX.X.XXX, e.g. 13.53.3.1073)

-A screenshot of the error message when you open any PDF files.

-Is the program sitting at the taskbar and just showing white thumbnail when you hover your mouse on top of its icon?

-What OS is installed in your computer (Windows 8.0, 8.1, 10, or 11 and whether it is 32-bit or 64 bit)?

To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

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

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