NitroPro Crash

[joe blow]

When i open nitroPRO, all of the open pdf close and nitroPRO send me a crash report.

Any help or tip will be gracefully taken.

Thank you and have a nice day.

 

(Sorry for my broken english)

[Allain Umailin]

Hello @joe blow,

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)?

-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 also happen when double-clicking its desktop shortcut?

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

[Jules Hicks]

On 5/6/2022 at 5:55 PM, Allain Umailin said:

Hello @joe blow,

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)?

-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 also happen when double-clicking its desktop shortcut?

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

Hello @Allain Umailin , I'm having the same issues. I followed your instructions above, restarted my computer and tried using NitroPro again. My action was to "Save As" which it will let me do, but as soon as I'm done saving, NitroPro spins and crashes.

Is there a ticket that I can submit or are you using this thread for fixes? 

[Allain Umailin]

Hello @Jules Hicks,

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

In order to further assist you, 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. 13.70.2.40) or you can go to Control Panel > Programs and Features.

Lastly, could you please provide the serial number of your Nitro Pro? This matters because our business installers are different from the online ones.

You can send the details of the license in this post so it will be visible to all the moderators. Rest assured we will hide the serial number before making the post visible to this thread.

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

[Jules Hicks]

On 1/7/2023 at 6:35 AM, Allain Umailin said:

Hello @Jules Hicks,

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

In order to further assist you, 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. 13.70.2.40) or you can go to Control Panel > Programs and Features.

Lastly, could you please provide the serial number of your Nitro Pro? This matters because our business installers are different from the online ones.

You can send the details of the license in this post so it will be visible to all the moderators. Rest assured we will hide the serial number before making the post visible to this thread.

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

Thanks for getting back to me @Allain Umailin!

Build: 13.40.0.811

SN: 50****************

Edited January 10, 2023 by Reymund G.
Hide Serial number

[Allain Umailin]

Hello @Jules Hicks,

Thank you for this information.

Since you are still working with an older build, kindly update to 13.70 using these MSI installers:

x64   https://downloads.gonitro.com/professional_13.70.2.40/en/retail/nitro_pro13_ba_x64.msi
x32   https://downloads.gonitro.com/professional_13.70.2.40/en/retail/nitro_pro13_ba_x86.msi

To know if you have 32-bit or 64-bit, please refer to this article:
https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq

Thank you for choosing Nitro and I hope this helps.

[William Duke]

I've reinstalled this application 5 times and repaired it twice. It still crashes upon attempting to open any PDF or when attempting to merge files.

I am running the latest Nitro 13.

I have also tried the following steps:

Install the latest visual studio from microsoft

ran the following prompts
- Open a CMD window as an Administrator
- Navigate to the folder where Nitro PDF Pro is installed by entering the following CMD syntax: cd "c:\Program Files\Nitro\Pro\13" and pressing Enter
- Disable the Thumbnail provider by entering in: regsvr32 /u NitroPDFThumbnailProvider.dll and pressing Enter
- A prompt saying “DllUnregisterServer in NitroPDFThumbnailProvider.dll succeeded” should appear, click Okay.

 

The issue still persist and my product does not work.

[Leslie V]

Hello @William Duke

Sorry to hear you are getting this issue. In case the problem is something to do with the installation, can you please try the following for me:

1. Download our latest Clean Up utility: https://www.gonitro.com/support/tools/cleanup-utility-list
2. Extract the utility to the desktop (it doesn't properly run from within the zip)
3. Run the utility (NOTE: This will remove any custom signatures / stamps. Let me know if these need to be backed up)
4. Reboot
5. Download and install 13.70 from here: https://www.gonitro.com/installers/business/v13/msi/download

I would also like you to download the latest redistributable packages for Visual Studio 2015, 2017, 2019, and 2022. (VC_redist.x64.exe)
You can download the installer package here:
https://docs.microsoft.com/en-GB/cpp/windows/latest-supported-vc-redist?view=msvc-170