Nitro Pro 13 crashes on startup

[Ebbe Kristensen]

Hi

I am in the process of transferring all my stuff to a newer PC running Windows 11. Among "my stuff" is Nitro Pro 13.

I have:

• Inactivated the installation on my old Windows 10 PC
• Downloaded the installer from gonitro.com
• Installed Nitro Pro on the new Windows 11 PC

But when  I start it I get this message:

"The application was unable to start correctly (0xc0000022). Click OK to close the application."

My Windows 11 PC is fully updated. I use BitDefender AV but this has not logged any violations.

[Allain Umailin]

Hello @Ebbe Kristensen,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under the Help tab? This window should show the exact build of the program (format is 13.XX.X.XXX, e.g. 13.67.0.45). The same information is available by going to Control Panel > Programs and Features.

Lastly, a screenshot of the error message you have received after entering your serial number. To find out how to take a screenshot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b 

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

[Ebbe Kristensen]

On 7/6/2022 at 11:50 PM, Allain Umailin said:

Hello @Ebbe Kristensen,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under the Help tab? This window should show the exact build of the program (format is 13.XX.X.XXX, e.g. 13.67.0.45). The same information is available by going to Control Panel > Programs and Features.

Lastly, a screenshot of the error message you have received after entering your serial number. To find out how to take a screenshot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b 

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

First off, the program crashes immediately on startup, so the About dialog is not an option. And that fo course also prevents me from entering  any serial number. This is all I get:

Programs and Features lists the version as 13.9.1.155. I installed from the an install file that I had lying around

I'd very much like to upload an image of what I see, but the only option I have on this board is "Insert image from URL"...

[Ebbe Kristensen]

On 7/6/2022 at 11:50 PM, Allain Umailin said:

Hello @Ebbe Kristensen,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under the Help tab? This window should show the exact build of the program (format is 13.XX.X.XXX, e.g. 13.67.0.45). The same information is available by going to Control Panel > Programs and Features.

Lastly, a screenshot of the error message you have received after entering your serial number. To find out how to take a screenshot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b 

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

First off, the program crashes immediately on startup, so the About dialog is not an option. And that of course also prevents me from entering  any serial number. 

I don't see a way to upload a screenshot and inserting from an URL does not work, you get it as a link:

https://1drv.ms/u/s!AiLny3TltW-rgbVZ9Ady-eh5O_sEDg?e=tSF5R4

Programs and Features lists the version as 13.9.1.155. I installed from the an install file that I had lying around

 

[Allain Umailin]

Hi @Ebbe Kristensen,

Thank you for getting back to me and for providing this information.

Since you are still working with a very old build and as part of troubleshooting, please update using our offline English MSI packages below:

x64   https://downloads.gonitro.com/professional_13.67.0.45/en/retail/nitro_pro13_ba_x64.msi
x32   https://downloads.gonitro.com/professional_13.67.0.45/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 

After installation, you can activate it by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering the same serial number 504951-xxyyzz-023195
 
When done, open again the program and let us know how it goes.

[Ebbe Kristensen]

2 hours ago, Allain Umailin said:

Hi @Ebbe Kristensen,

Thank you for getting back to me and for providing this information.

Since you are still working with a very old build and as part of troubleshooting, please update using our offline English MSI packages below:

x64   https://downloads.gonitro.com/professional_13.67.0.45/en/retail/nitro_pro13_ba_x64.msi
x32   https://downloads.gonitro.com/professional_13.67.0.45/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 

After installation, you can activate it by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering the same serial number 504951-xxyyzz-023195
 
When done, open again the program and let us know how it goes.

Thanks for providing the latest version of Nitro Pro.

Unfortunately it behaves in the exact same way as the old one. Even more unfortunate: the Windows Event Viewer on my PC crashes when try to look at any kind of events. I had hoped I could get a bit more information on when Nitro Pro crashes.

[Allain Umailin]

Hello @Ebbe Kristensen,

After further digging into our resources, we have received reports from a few users with similar behavior and our product team is still investigating.

While waiting for their update, could you please try disabling the thumbnail provider on the affected machines by referring to these steps?:

1. Press Windows Key + R to open the Run dialog

2. Type cmd and then press CTRL + SHIFT + ENTER (to open in admin mode)

3. Click yes on the user account control dialog

4. Navigate to the Nitro folder by entering the following command cd "c:\Program Files\Nitro\Pro\13" and pressing enter

5. Disable the Thumbnail provider by running regsvr32 /u NitroPDFThumbnailProvider.dll and pressing enter

6. A prompt saying “DllUnregisterServer in NitroPDFThumbnailProvider.dll succeeded” should appear, just click ok.

Thank you for your patience and please let us know how it goes on your end.

[Ebbe Kristensen]

On 7/9/2022 at 12:14 AM, Allain Umailin said:

5. Disable the Thumbnail provider by running regsvr32 /u NitroPDFThumbnailProvider.dll and pressing enter

I tried this. Nitro still crashes immediately on startup.

[Allain Umailin]

Hello @Ebbe Kristensen,

We have seen a few reports where Nitro Pro is not performing as it should and was fixed by recreating the affected Windows User Profile because of possible unknown corruption. Is that something you can perform on your end?

Unfortunately, we do not have a way to troubleshoot corrupted user profiles so if you could recreate it by referring to this article, that would be great:
https://support.microsoft.com/en-us/windows/fix-a-corrupted-user-profile-in-windows-1cf41c18-7ce3-12f9-8e1d-95896661c5c9 

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