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Unable to combine a .doc(x) and .pdf after upgrading to Windows 11

Alfie Parker

By Alfie Parker
in General Product Use

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Alfie Parker

Alfie Parker

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Posted

After upgrading one of our workstations to Windows 11, we are now unable to use the combine feature with a .pdf and a .docx, using Nitro Pro version 12.5.02.268

Using the combine feature with multiple .pdf files still works.

Any suggestions on how to get this fixed? 

Thanks

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  • Official Nitronaut
Allain Umailin

Allain Umailin

Posted
  • Official Nitronaut
Posted

Hello @Alfie Parker,

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

To further assist you, could you please provide the serial number of your Nitro Pro 12?

To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

This matters because our business installers are different from the online ones.

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

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  • 2 weeks later...
  • Official Nitronaut
Allain Umailin

Allain Umailin

Posted
  • Official Nitronaut
Posted

Hello @Alfie Parker,

Thank you for the private messages and my apologies for the delay.

Since you are still working with an older build, please refer to these steps in order to update:

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

http://install.nitropdf.com/professional_12169574/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 Pro 12.16.9.574 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 our offline English MSI packages:

x32 http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_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 234600-xxxxxx-365620

6. Turning off User Account Control (UAC) for Nitro Pro 12. 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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Alfie Parker

Alfie Parker

Posted
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Posted

Hi Allain,

we followed the steps outlined in your post and unfortunately it didn't resolve our issue.

We do have a log output from the uninstall step (attached) which came up with some errors. 

[ 28/04/2022 4:04:46 PM ] - [Uninstall Nitro products]
[ 28/04/2022 4:04:46 PM ] -   [Uninstall] - Nitro PDF Professional 7
[ 28/04/2022 4:04:46 PM ] -   [Uninstall] - Nitro PDF Professional
[ 28/04/2022 4:04:46 PM ] -   [Uninstall] - Nitro Pro 8
[ 28/04/2022 4:04:46 PM ] -   [Uninstall] - Nitro Pro 9
[ 28/04/2022 4:04:46 PM ] -   [Uninstall] - Nitro Pro 10
[ 28/04/2022 4:04:46 PM ] -   [Uninstall] - Nitro Pro
[ 28/04/2022 4:04:46 PM ] - msiexec /x {FADAE5B6-D4EA-47AB-93F3-B0CF8F178566} /qb
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro Reader 3
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro Reader 4
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro PDF Reader
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro PDF Reader 2
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro Reader
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro PDF DMS
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro DMS
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro PDF Express
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro PDF Express
[ 28/04/2022 4:06:16 PM ] -   [Uninstall] - Nitro OCR Expansion
[ 28/04/2022 4:06:16 PM ] - [Uninstall printers by OS]
[ 28/04/2022 4:06:16 PM ] - [Delete all printers files ]
[ 28/04/2022 4:06:16 PM ] -   [Try to stop spooler]
[ 28/04/2022 4:06:16 PM ] -   [Wait 5 seconds]
[ 28/04/2022 4:06:22 PM ] -   [Printer files remove]
[ 28/04/2022 4:06:22 PM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\NxPdfCreator.ini
[ 28/04/2022 4:06:22 PM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\nitroui*.hlp
[ 28/04/2022 4:06:22 PM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.ini
[ 28/04/2022 4:06:22 PM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.ppd
[ 28/04/2022 4:06:22 PM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfUI*.dll
[ 28/04/2022 4:06:22 PM ] -   [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.BPD
[ 28/04/2022 4:06:22 PM ] -   [Try to start spooler]
[ 28/04/2022 4:06:22 PM ] -   [Remove folder(s)] - C:\Users\Allison Cahill\AppData\Roaming\Nitro*
[ 28/04/2022 4:06:22 PM ] -   [Remove folder(s)] - C:\Users\Allison Cahill\AppData\Roaming\..\LocalLow\Nitro*
[ 28/04/2022 4:06:22 PM ] -   [Remove folder(s)] - C:\Users\Allison Cahill\AppData\Roaming\..\Local\Nitro*
[ 28/04/2022 4:06:22 PM ] -   [Remove folder(s)] - C:\Program Files\Nitro*
[ 28/04/2022 4:06:22 PM ] -   [Remove folder(s)] - C:\ProgramData\Nitro*
[ 28/04/2022 4:06:22 PM ] -   [Remove folder(s)] - C:\Users\ALLISO~1\AppData\Local\Temp\Nitro*
[ 28/04/2022 4:06:22 PM ] - [Remove Registry Keys]
[ 28/04/2022 4:06:22 PM ] -   [Registry key removed] - Software\Nitro
[ 28/04/2022 4:06:22 PM ] -   [Registry key removed] - Software\Nitro
[ 28/04/2022 4:06:22 PM ] -   [Registry key removed] - Software\BugSplat\nitro_pro7_reader2
[ 28/04/2022 4:06:22 PM ] -   [Registry key removed] - \NitroPDF.fdf
[ 28/04/2022 4:06:22 PM ] -   [Registry key removed] - \NitroPDF.pdf
[ 28/04/2022 4:06:22 PM ] -   [Registry key removed] - \NitroPDF.ppdf
[ 28/04/2022 4:06:22 PM ] -   [Registry key removed] - \NitroPDF.xfdf
[ 28/04/2022 4:06:22 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8}
[ 28/04/2022 4:06:22 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:22 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\NPNitroIE.dll
[ 28/04/2022 4:06:22 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:22 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8}
[ 28/04/2022 4:06:22 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:22 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428}
[ 28/04/2022 4:06:22 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:22 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8}
[ 28/04/2022 4:06:22 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:22 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\NPNitroIE.dll
[ 28/04/2022 4:06:22 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:22 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8}
[ 28/04/2022 4:06:22 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:22 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428}
[ 28/04/2022 4:06:22 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:22 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Internet Explorer\InternetRegistry\REGISTRY\USER\S-1-5-21-135482287-46112240-147394707-1265\Software\Nitro
[ 28/04/2022 4:06:22 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:22 PM ] - [Remove Registry Values]
[ 28/04/2022 4:06:22 PM ] -   [Key registry value removed] - Nitro PDF Creator (Pro 12) (redirected 2) from - Software\Microsoft\Windows NT\CurrentVersion\Devices
[ 28/04/2022 4:06:22 PM ] -   [Key registry value removed] - Nitro PDF Creator (Pro 12) (redirected 3) from - Software\Microsoft\Windows NT\CurrentVersion\Devices
[ 28/04/2022 4:06:22 PM ] -   [Key registry value removed] - Nitro PDF Creator (Pro 12) (redirected 4) from - Software\Microsoft\Windows NT\CurrentVersion\Devices
[ 28/04/2022 4:06:22 PM ] -   [Key registry value removed] - Nitro PDF Creator (Pro 12) (redirected 6) from - Software\Microsoft\Windows NT\CurrentVersion\Devices
[ 28/04/2022 4:06:23 PM ] -   [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin12 from - Software\Microsoft\Office\16.0\Excel\AddInLoadTimes
[ 28/04/2022 4:06:23 PM ] -   [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin12 from - Software\Microsoft\Office\16.0\Outlook\AddInLoadTimes
[ 28/04/2022 4:06:23 PM ] -   [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin12 from - Software\Microsoft\Office\16.0\Outlook\Resiliency\DoNotDisableAddinList
[ 28/04/2022 4:06:23 PM ] -   [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin12 from - Software\Microsoft\Office\16.0\PowerPoint\AddInLoadTimes
[ 28/04/2022 4:06:23 PM ] -   [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin12 from - Software\Microsoft\Office\16.0\Word\AddInLoadTimes
[ 28/04/2022 4:06:23 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10
[ 28/04/2022 4:06:23 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:23 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11}
[ 28/04/2022 4:06:23 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:23 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12
[ 28/04/2022 4:06:23 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:23 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10
[ 28/04/2022 4:06:23 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:23 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11}
[ 28/04/2022 4:06:23 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:06:23 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12
[ 28/04/2022 4:06:23 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:49 PM ] - [Uninstall Nitro products]
[ 28/04/2022 4:09:49 PM ] -   [Uninstall] - Nitro PDF Professional 7
[ 28/04/2022 4:09:49 PM ] -   [Uninstall] - Nitro PDF Professional
[ 28/04/2022 4:09:49 PM ] -   [Uninstall] - Nitro Pro 8
[ 28/04/2022 4:09:49 PM ] -   [Uninstall] - Nitro Pro 9
[ 28/04/2022 4:09:49 PM ] -   [Uninstall] - Nitro Pro 10
[ 28/04/2022 4:09:49 PM ] -   [Uninstall] - Nitro Pro
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro Reader 3
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro Reader 4
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro PDF Reader
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro PDF Reader 2
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro Reader
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro PDF DMS
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro DMS
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro PDF Express
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro PDF Express
[ 28/04/2022 4:09:50 PM ] -   [Uninstall] - Nitro OCR Expansion
[ 28/04/2022 4:09:50 PM ] - [Uninstall printers by OS]
[ 28/04/2022 4:09:50 PM ] - [Delete all printers files ]
[ 28/04/2022 4:09:50 PM ] -   [Try to stop spooler]
[ 28/04/2022 4:09:50 PM ] -   [Wait 5 seconds]
[ 28/04/2022 4:09:55 PM ] -   [Printer files remove]
[ 28/04/2022 4:09:55 PM ] -   [Try to start spooler]
[ 28/04/2022 4:09:55 PM ] - [Remove Registry Keys]
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8}
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\NPNitroIE.dll
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8}
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428}
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8}
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\NPNitroIE.dll
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8}
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428}
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Internet Explorer\InternetRegistry\REGISTRY\USER\S-1-5-21-135482287-46112240-147394707-1265\Software\Nitro
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - [Remove Registry Values]
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11}
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11}
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands
[ 28/04/2022 4:09:55 PM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12
[ 28/04/2022 4:09:55 PM ] - Try to delete key with using cmd commands


Please let us know our next steps.

Thanks in advance.

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