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Why is this happening when I make a PDF


Robert van Driel
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  • Official Nitronaut
Allain Umailin

Hello @Robert van Driel,

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

In order for me to further assist you, 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)?

-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. 

-What is your workflow when creating PDFs (e.g Open Nitro Pro > File > New)?

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

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Robert van Driel

Hi there Allain. This is a new issue, been happening last couple of months. Sorry, I don't know if this happened after a window's update, but very possible it did. I am running Nitro 13.38.1.739. I normally open Nitro and use the "Create and combine" feature, then add. Hope this helps and thank you for looking. 

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  • Official Nitronaut
Allain Umailin

Hello @Robert van Driel,

Thank you for this information.

Let us further troubleshooting by referring 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 it by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 50499x-xxxxxx-401853.

Thank you for your patience and please let us know how it goes on your end.

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Robert van Driel
Posted (edited)

Hi Allain, Have just discovered the reason. I have been saving word documents in word document file type https://prnt.sc/cgzPjpzN1KwM . My invoices are being saved in Rich Text type and there are no issues with Nitro PDF. Why isn't Nitro able to convert Word to Word Document and retain picture logos in document? 

Edited by Robert van Driel
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