Nitro Pro doesn't actually turn off/hide layers when toggled off

[Gary Newman]

For some reason, NitroPro v. 13.50.4.1013 can't toggle layers on/off in a pdf generated from ArcGIS Pro.  I can toggle a layer off, but it does not turn that layer off.   Other pdf readers like Adobe Reader DC, BlueBeam Vu are able to do so.  I've no problem toggling layers in files generated from AutoCAD.    Example below, with all layers toggled off, the page should be blank, but all the elements in those layers remain ON.

[Gary Newman]

And Foxit Reader also works to turn off and on layers.   Since there are no community comments or input to date, it would really be useful for Nitro Support to contact me directly to resolve this issue.  I've been a Nitro user for many years from v.7 and have promoted the product to my educational institution, but without Nitro support for technical failures, continued use of Nitro is unsustainable.

[Allain Umailin]

Hello @Gary Newman,

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 12.X.X.X, e.g. 12.16.9.574) or you can go to Control Panel > Programs and Features.

-Does this happen with every file? If it is a single file, please send us the sample file (with sensitive information extracted) by sending me a private message (hover your mouse on top of my name 'AllainU' and select 'Message') so I can perform some steps on my end. 

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