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PDF files do not open with Nitro when double-clicked.


Jose Maria Amores Esteban
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Jose Maria Amores Esteban

Hi,

           I just upgraded to Nitro 13.38.1.739 on Windows 10. The installation and activation processes went fine. I can open PDF files from the application, but if I try to open a PDF file by double-clicking on it or with the context menu of the mouse (right-click), the file does not open and sometimes my PC crashes.
I have uninstalled and installed the Nitro program and the problem is not solved.
I have used the Windows "Services" application to select the "manual" type for program startup, and it did not work. I also tried the "Automatic" and "Automatic (delayed start)" options, and the application did not open either. Also, I find it strange that the Windows "Services" application describes it as "Nitro PDF Driver Creator Read Spool 9". And it is the only Nitro application that appears. My version of Windows 10 has all the updates.
Please can someone help me?. Thank you very much.

 

 

 

       

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I too am experiencing the same issue.  Just downloaded Nitro 13 for Windows and when I "browse" my computer for PDF files to open, they won't open.  However, existing files that I've opened or converted previously, will open?  I've tried everything....uninstalling, reinstalling, rebotting, shutting down...the support stinks.  Please help

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  • Official Nitronaut
Allain Umailin

Hello @Tim Loria @Jose Maria Amores Esteban,

Thank you for reaching out to us through our Community Forums and sincere apologies for the inconvenience.

As part of troubleshooting this rare behavior when opening PDF files, 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 below offline MSI packages:

English:
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 

Spanish:
x32 https://downloads.gonitro.com/professional_13.58.0.1180/es/retail/nitro_pro13_ba_x86.msi
x64 https://downloads.gonitro.com/professional_13.58.0.1180/es/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 it by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number / loading the attached license-file '' through 'Load from file' button (do not copy/paste the license file name).

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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Thank you so much Allain Umailin.  I will download and run the clean up utility and reboot.  I’m hoping that will do the trick.  Thank you again.

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Jose Maria Amores Esteban
20 hours ago, Allain Umailin said:

Hello @Tim Loria @Jose Maria Amores Esteban,

Thank you for reaching out to us through our Community Forums and sincere apologies for the inconvenience.

As part of troubleshooting this rare behavior when opening PDF files, 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 below offline MSI packages:

English:
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 

Spanish:
x32 https://downloads.gonitro.com/professional_13.58.0.1180/es/retail/nitro_pro13_ba_x86.msi
x64 https://downloads.gonitro.com/professional_13.58.0.1180/es/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 it by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number / loading the attached license-file '' through 'Load from file' button (do not copy/paste the license file name).

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. 

 

Thank you very much Allain. I am backing up all my PDF files and then I will download the application you tell me. Thanks again. Regards.

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Jose Maria Amores Esteban
On 4/6/2022 at 3:24 PM, Jose Maria Amores Esteban said:

Thank you very much Allain. I am backing up all my PDF files and then I will download the application you tell me. Thanks again. Regards.

Hello Allain,
    I'm sorry to tell you that after doing all the indications you said, nothing has changed. When I double click with the left mouse button, the PDF file does not open and also my PC crashes.
I am going to repeat the whole process and see if I have better luck this time.
Regards.

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Jose Maria Amores Esteban
On 4/11/2022 at 4:43 PM, Jose Maria Amores Esteban said:

Hello Allain,
    I'm sorry to tell you that after doing all the indications you said, nothing has changed. When I double click with the left mouse button, the PDF file does not open and also my PC crashes.
I am going to repeat the whole process and see if I have better luck this time.
Regards.

Hi Allain,
      I have uninstalled the Nitro program, cleaned the Windows registry, and then performed all the instructions you told me, but everything remains the same: when I double left click on the PDF file, the file does not open and my PC crashes. 
I noticed one thing: in the Control Panel, it appears that Nitro is installed, but in the Windows "Services" application, Nitro does not appear. Can you think of anything? Thanks!!!.

 

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Jose Maria Amores Esteban
On 4/14/2022 at 2:36 AM, Jose Maria Amores Esteban said:

Hi Allain,
      I have uninstalled the Nitro program, cleaned the Windows registry, and then performed all the instructions you told me, but everything remains the same: when I double left click on the PDF file, the file does not open and my PC crashes. 
I noticed one thing: in the Control Panel, it appears that Nitro is installed, but in the Windows "Services" application, Nitro does not appear. Can you think of anything? Thanks!!!.

 

Another thought: could it be that my serial number is not correct?.  My serial number is: 50493x-xxxxxx-818357

Edited by Reymund G.
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  • 2 weeks later...
Jose Maria Amores Esteban
On 4/14/2022 at 5:27 PM, Jose Maria Amores Esteban said:

Another thought: could it be that my serial number is not correct?.  My serial number is: 50493x-xxxxxx-818357

Hi Allain,

Sorry for the time it took me to get back to you, but I've been doing everything you told me to do and also I've only left one user. Well, everything is still the same. The only way to open a PDF file is from Nitro. I don't know if a Windows update is related to this problem, but I don't want to bother you anymore. So I will open PDFs from Nitro. It's a shame because Nitro Pro is a great program.

I'm sorry for the work I've given you, but I'm in a hurry to keep bothering you. Really, let's leave it at that.
Thank you very much for your interest and support.

You have a friend in me. If you come to Bormujos, Seville, Spain, give me a call (+34 638 xxx xxx).
Thanks again. I thank you as if the problem has been solved.

Greetings from Spain.

Edited by Reymund G.
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