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Nitro Pro keeps crashing/Freezing


Ronald Jackson
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Ronald Jackson

Hi

When working on a document Nitro Pro keeps crashing/Freezing. I then loose all my work and have to start again. Please advise if you have a patch or how do I send a crash report. Im running PC window's 10

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  • Official Nitronaut
Allain Umailin

Hello @Ronald Jackson,

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.

-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. 

-Where are the files saved (local, a shared drive or an external drive) when you are working with it? Can you check if you have the same issue when the file is saved locally?

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

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