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Nitro Pro 13 keeps crashing when combining documents


Derek Gammie
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Derek Gammie

Nitro Pro 13 keeps crashing when trying to combine documents and saving. I have uninstalled and reinstall the software twice already with the same results

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Allain Umailin

Hello @Derek Gammie,

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

In order to further assist you, what build of Nitro Pro are you working with? You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.XX.X.XXX, e.g. 13.58.0.1180) or you can go to Control Panel > Programs and Features.

Any changes you are aware of before this happened (e.g. Windows Updates)?

Is this happening when combining specific documents or for all? If the latter, are they saved locally or in a network-folder?

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

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Derek Gammie

Hi Allain,

 

It is Nitro Pro 13.24.1.467 and it happens with various documents which are all saved on my local hard drive. It also occurs when I am editing a document

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Allain Umailin

Hello @Derek Gammie,

Thank you for this information, however, I am unable to find your Nitro PDF Pro 13 serial number.

Could you please provide its serial number by sending me private message (hover your mouse on top of my name 'AllainU' and select 'Message')?

This matters because our business installers are different from the online ones as I would like to provide the correct installer for Nitro PDF Pro 13.58, out latest release.

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

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Allain Umailin

Hello @Derek Gammie,

Thank you for the private message.

Since you are still working with an older build, please perform this steps in order to update to our latest release which is Nitro PDF Pro 13.58:

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

http://install.nitropdf.com/professional_13.58.0.1180/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, download and install the latest version of Visual Studio (vc_redist.x64.exe & vc_redist.x86.exe) then reboot again your machine. Visual Studio 2015, 2017, 2019, and 2022 all share the same redistributable files:
https://support.microsoft.com/en-gb/help/2977003/the-latest-supported-visual-c-downloads 

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 13.58 using 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_13.58.0.1180/en/retail/nitro_pro13_ba_x86.msi
x64 https://downloads.gonitro.com/professional_13.58.0.1180/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"

5. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 504957-xxxxxx-188152

6. Turning off User Account Control (UAC) for Nitro PDF Pro 13. Here are two methods that you can follow:

a. Right-click the Nitro shortcut > Properties > Compatibility > Turn off any settings there.

b. 
i. Right-click > Troubleshoot Compatibility > Troubleshoot Program
ii. Check "The program requires additional permissions" > Next > Test the program...
iii. Wait for the program to launch > Next > Yes, save these settings for this program > Close

Thank you for choosing Nitro and I hope this helps.

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Derek Gammie

Hi Allain,

 

Thank you. I have performed the tasks suggested and will trying to combined documents again and see if the issue reoccurs again

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