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Suddenly not opening and shows Crash Report


RAJA GOKULATHASAN
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RAJA GOKULATHASAN

i have used Nito Pro  13 , today suddenly not open and  shows Crash Report , so i have reinstall it 2 times but again show same thing please advise how can i resolve 

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  • Allain Umailin changed the title to Suddenly not opening and shows Crash Report
  • Official Nitronaut
Allain Umailin

Hello @RAJA GOKULATHASAN,

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

For the sake of initial troubleshooting of this issue, we recommend that you repair your Nitro Pro. Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. You may refer to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 

If Modify button is greyed-out, please refer to this screencast that will teach you how to go to Control Panel > All Control Panel Items > Programs and Features and repair your Nitro Pro program or any application installed on your system: https://www.screencast.com/t/rvpUkq40c

If repairing didn't help, could you please provide 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)?

-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.X.X.X, e.g. 13.58.0.1180) or you can go to Control Panel > Programs and Features.

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

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RAJA GOKULATHASAN

I have done Repair but its not help  , Last 3 months i have use this software,  after installing Nitro Pro its working good i have facing this issue yesterday only , now  my operating system   is  windows -11  after update OS also Nitro working good , even if i am using trial version it will work good , when i am using my serial number this will happened   i can't open nitro if i am double click the icon directly show the crash report as i attached please take remote and solve my issue  

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  • Official Nitronaut
Allain Umailin

Hello @RAJA GOKULATHASAN,

Thank you for your posts and for your private messages with screenshots.

To further troubleshoot, please refer to these steps:

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

http://install.nitropdf.com/professional_13.58.0.1180/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 PDF 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 50498x-xxxxxx-534656

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

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  • Official Nitronaut
Allain Umailin

Hello @RAJA GOKULATHASAN

In the Compatibility Mode, please enable 'Run this program un compatibility mode for 'Windows 8', save the changes and open again the program. How did it go?

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RAJA GOKULATHASAN

HI if i am using trial version it will work when i will put my Serial Number after i have facing this problem  please resolve my Pbm ASAP  

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RAJA GOKULATHASAN

Hi why my one only having like this problem please resolve this if you need remote access also you can get my pc and resolve it

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  • 1 month later...
Kevin Frey

I am having the exact same problem - I cannot run Nitro Pro anymore (v13, latest public build). Can't run by opening a PDF, and it won't run "standalone" from the Desktop icon either. It dumps two files in my temp folder, then closes. 

version 13.58.0.1180_w64

I am clicking the option to send the crash files to Nitro Pro, so you should have several crash reports in the inbound queue under my email address. I don't see a way to upload the DMP files here. 

 

Very frustrating. I had to resort to using DocuSign for some editing I needed to do in the meantime, which is not great.  

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Kevin Frey

OK - Fixed my own problem. I went into the registry,  HKEY_CURRENT_USER\SOFTWARE, then deleted the Nitro key and all its subkeys/values. Then, I tried running it again, and voila, no more "crash at start."   So, something uncorrectable or an unhandled error was causing this crash. I still recommend that Nitro software dev staff look at the crash reports sent so that you can properly "catch and handle" this error in the future, and at least provide a remediation recommendation going forward. 

 

FYI in case anyone else has this issue in the future on their own PCs. 

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