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Unable to Detect Nitro Using Third-Party Screen Share Feature


ryan@ryanhofrichter.com
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ryan@ryanhofrichter.com

Hello, I'm a healthcare provider and use Doxy (https://doxy.me/) with my patients.  I also use their screenshare feature to share paperwork with patients.  As of recently, Doxy is no longer able to detect Nitro PDF as an open application and my PDF documents are therefore no longer able to be shared with patients.  Doxy detects all other applications.  I checked in with Doxy about this and there unsure why Nitro is being ignored.  Any thoughts?

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  • Official Nitronaut
Allain Umailin

Hello @ryan@ryanhofrichter.com,

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

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

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ryan@ryanhofrichter.com

Hi @Allain Umailin - thank you for your reply.  I have completed the "repair" to Nitro Pro and restarted my computer and this did not resolve the issue.  This is a new issue in that Doxy was able to access Nitro in the past, but is no longer able to.  Current build is 13.38.1.739.

I see now that Doxy is returning a message saying that sharing screens for third party apps may be disabled in my browser.  I do remember making an update to Chrome recently, so perhaps this affected things.  Any tips on how to enable screen sharing in Chrome?

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

Hello @ryan@ryanhofrichter.com,

Before we go back to your concern, we are only seeing Nitro Pro 12 in our server logs, however, you have provided an exact build of Nitro PDF Pro 13.

Could you please provide the serial number of this new version?

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ryan@ryanhofrichter.com

Hi @Allain Umailin- I'm not comfortable providing the serial number publicly.  Is there another way to share that with you securely?

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ryan@ryanhofrichter.com

Also, is there a way to change my username to something other than my e-mail address?

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