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Nitro not saving custom redaction codes


NELP IT
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NELP IT

Hi, I have a serveral users who prior to last month was able to save and use custom redaction codes however now these are unable to save any information/custom naming of the redaction code and will default to '1' or '2' etc. depending on how many codes have been saved.

We have tried to troubleshoot this ourselves and have involved our MSP who provides licensing and installation however we have not found any resolution or cause as to why this has occurred as there has been no version change or updates to our SOE's Image during this time. 

Hoping to get some insight or advice if you have experienced this problem with Nitro's redaction feature as we are unable to resolve this and have considered looking at other products as this is a core feature that this team of users require for their roles.


Thank you in Advance, 

Jay

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  • Official Nitronaut
Allain Umailin

Hello @NELP IT,

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

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)?

-The serial number of your Nitro Pro. This matters because our business installers are different from the online ones.

-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.XXXX, 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 we can perform some steps on my end. 

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

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