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Problem Event Name: APPCRASH with Nitro PDF Pro 13.58


Paul Jimenez
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Paul Jimenez

Hello support,

I have a user who is experiencing computer lock ups when toggling from one excel file to another, it happens over time and not immediate so it's really hard to reproduce.

When I check the reliability history we receive the error below.
I removed Nitro Pro 13 and the issue goes away.
Is there a compatibility issue with Windows 10 64 bit and Nitro Pro 13?
We've tried on two separate desktops and a VM with the same results.

====================

Current version
Nitro Pro 13.58.0.1180
OS Windows 10 Enterprise
Version 21H2
OS Build 19044.1586
Experience Windows Feature Experience Pack 120.2212.4170.0

====================

Description
Faulting Application Path:    C:\Windows\System32\dllhost.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    DllHost.exe
Application Version:    10.0.19041.546
Application Timestamp:    f25621f0
Fault Module Name:    ntdll.dll
Fault Module Version:    10.0.19041.1566
Fault Module Timestamp:    1be73aa8
Exception Code:    c0000005
Exception Offset:    0000000000063416
OS Version:    10.0.19044.2.0.0.256.4
Locale ID:    1033
Additional Information 1:    3d45
Additional Information 2:    3d457027f16c6cdea2732678c9b61b44
Additional Information 3:    28c6
Additional Information 4:    28c6985f3df5cdff033406de2f9d193a

Extra information about the problem
Bucket ID:    03cec5e8412ea823c7d8b3caef00beb0 (1718320942016413360)

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Allain Umailin

Hello @Paul Jimenez,

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

For me to better assist you in troubleshooting this issue, could you please provide me with the following?:

-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)?

-Is the Visual C++ on those machines updated? If not yet, kindly 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 

-The serial number that was entered to activate the program. To send it 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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