Not showing as installed program/saying inactive/Error 401

[Valma Dyer]

I have been receiving error 401.  My account says that my subscription is inactive, but as far as I am aware this is not the case.  Also, I want to uninstall Nitro, but it's not showing up in my installed programs, although I can still open the program and use it.  I am not sure why all this is happening.  I would appreciate assistance.

[Reymund Oyong]

Hi @Valma Dyer

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

I recommend to perform the uninstall using our cleanup too then install the latest build of Nitro PDF Pro 12 (12.16.9.574). This cleanup tool will remove all traces of Nitro PDF Pro and the process is different compared to the Windows uninstall. 

For your convenience, I have outlined the steps below:

1. Download Nitro cleanup tool from the link below: 
https://downloads.gonitro.com/professional_13.58.0.1180/install-cleanup/install-cleanup.zip

Please note that this cleanup tool will remove all traces of Nitro Pro including your customize stamps. If you have customized stamps, please refer to the link below about how to transfer/backup stamps: https://kb.gonitro.com/knowledgebase/#/search/stamp/000004307 

2. Extract the cleanup utility then run the cleanup tool by double-clicking nitro-cleanup.vbs. A command window will appear during the cleanup process.
3. After the cleanup, restart the computer. 
4. Install Nitro PDF Pro 12.16.9.574 by downloading the installer from the following location:

https://www.gonitro.com/nps/product-details/downloads - Click the 'Download Nitro Pro 12' link. 

5. Once Nitro Pro 12.16.9.574 is installed, activate it by going to Help tab > About Nitro Pro > Activate. Enter your serial number then click on Activate. 

After completing these steps, please check if you still receive the 401 error message. If it does, please do the following:

1. Open Nitro Pro then close the 401 error message if it shows up. 
2. At the top right, click the Logout then close Nitro Pro.
3. Open Nitro Pro then click the Login button and login using your Nitro Sign account. 

Kind regards,