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Nitro Pro Crashing, Crashing, Crashing

Fred Wilf

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In the past few weeks, Nitro Pro has been crashing on me on pretty much anything I do other than just look at a PDF. The software usually boots properly, and displays the PDF I ask it to display. However, if I try to convert it to a Word file, or save it under a different filename or to a different folder, or any number of other actions, the software crashes faster than the Hindenburg.

I'm running version on a Dell laptop with Windows 10 Professional.

Let me know your thoughts and how this can be fixed. I've been using Nitro for some time now, but I  can't continue to use Nitro if it keeps crashing.

Thank you,


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Allain Umailin

Hello @Fred Wilf,

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

Let us try some troubleshooting by referring to these steps to update to our latest release:

1. Download and run our Clean Up utility to uninstall your current Nitro Pro and reboot your machine:


NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: https://kb.gonitro.com/knowledgebase#/search/stamps/000004509 

2. After rebooting, download and install the latest version of Visual Studio (vc_redist.x64.exe & vc_redist.x86.exe) then reboot again your machine. Visual Studio 2015, 2017, 2019, and 2022 all share the same redistributable files: https://support.microsoft.com/en-gb/help/2977003/the-latest-supported-visual-c-downloads

3. Clear all your Downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

4. Download and install Nitro PDF Pro 13.67 using the installer from this page:

If you are getting the "Nitro Pro Wizard has failed" message using our .exe package, it is because it requires a stable Internet connection to download installation files so please use our offline English MSI packages:

x32 https://downloads.gonitro.com/professional_13.58.0.1180/en/retail/nitro_pro13_ba_x86.msi
x64 https://downloads.gonitro.com/professional_13.58.0.1180/en/retail/nitro_pro13_ba_x64.msi 

To know if you have 32-bit or 64-bit Windows system, please refer to this article:

Important: If you are using Chrome or any of the Chromium-based browsers (e.g., Vivaldi, etc.) and you are unable to access the above installer links, you're more than likely experiencing the results of a new security feature that was silently pushed out to the browsers, which blocks .exe/.msi/etc downloads without any visible error or prompt on the browser's frontend user space. In order to bypass this, please try these steps:

a. Right-click the link you're trying to download, and select "Save link as..."
b. Choose your save location and select "Save"
c. On the bottom edge of your browser window, the Downloads bar should now appear and the file will show up with a red error icon, attempting to block the download. Press the caret button and select "Keep"

5. After installation, you can activate it by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 504910-xxyyzz-539135

6. Turning off User Account Control (UAC) for Nitro PDF Pro 13. Here are two methods that you can follow:

   a. Right-click the Nitro shortcut > Properties > Compatibility > Turn off any settings there.

   i. Right-click > Troubleshoot Compatibility > Troubleshoot Program
   ii. Check "The program requires additional permissions" > Next > Test the program...
   iii. Wait for the program to launch > Next > Yes, save these settings for this program > Close

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

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Thank you for your detailed response.

I downloaded the Clean-Up utility, but it would not open.

I downloaded the new version of Nitro Pro (13.67) and installed it. The first few times I used it to look at a document, it did not crash. Then, the first time I asked Nitro to *save* a document, it froze, and I hade to tell Windows to close the program.

So, I still need a fix. If I can't get this fixed, then I need a refund, and I'll go someplace else.

I appreciate your help,


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Allain and All,

Allain's earlier email recommended downloading a clean-up utility from the Nitro website (item 1 in Allain's email from last Thursday). The link is to a .zip file on the Downloads.GoNitro.com page, and contains a .vbs file as the lone file inside the .zip file.

Unfortunately, the .vbs is malware. When I tried to run it, the .vbs attacked my machine at  many points. Luckily, my software defenses held. 

I don't know who's fault this is, but for me this is another problem with Nitro. The people at Nitro are responsible for their downloads. I don't know anything about Allain,  so he may not have known that the download was malware. Regardless, where I am now with Nitro is that (1) after years of using prior versions with no major issues, with version 13 it's become unusable; (2) I've tried several times to download newer versions that claim to fix the bugs without success, and (3) malware from the GoNitro site has attacked my computer.

So, it's time to bite the bullet, delete Nitro from my machine, and spend my money on other PDF software.

This email will also serve as my demand that Nitro refund my recently-paid license fee.

Thank you,

Fred Wilf  

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