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Nitro Pro crushes whenever opened


Waleed Alhumaikani

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Waleed Alhumaikani

Dears,

Kindly find below an error when we open the Nitro Pro.

We've already tried to uninstall the app and reinstall it but still the same.  also tried to generate the error report to send it over to Nitro support but got no feedback since last week.
Your kind support is appreciated.Screenshot-2022-07-18-094947.jpg

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  • Official Nitronaut
Allain Umailin

Hello @Waleed Alhumaikani,

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

Before anything else, please be aware that submitting a crash report will not create a support case and in order to further assist you in troubleshooting this crashing issue, could you please provide the following information?:

-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 from the affected Nitro PDF Pro 13. 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's a single file, how was this file created and what software was used (e.g. from an external source like a website, from an email message, or an internal application/reporting tool)? Could you please send over a few sample PDF files so I can perform some tests on our end?

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

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  • 1 month later...
Waleed Alhumaikani

Dear Allain,

I finally got the  response from my colleague on the questions you had.

 

-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)? This is first time I am facing this issue

-The serial number from the affected Nitro PDF Pro 13. This matters because our business installers are different from the online ones. 504954-xxyyzz-961922

-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. Please find below link
https://ibb.co/0J7tLKN

-Does this happen with every file? If it's a single file, how was this file created and what software was used (e.g. from an external source like a website, from an email message, or an internal application/reporting tool)? Could you please send over a few sample PDF files so I can perform some tests on our end? This problem appears when I login into nitro
 

Edited by Allain Umailin
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Allain Umailin

Hello @Waleed Alhumaikani,

Since the program you currently working on is a older build, kindly 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

Thank you for choosing Nitro and I hope this helps.

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9.3.2022

I have several employees using the lastes version of Nitro Pro 13 13.67.0.45 that are frustrated with the constent crashing.  It is affecting production.

I read this is an on going issue with lot's of endusers, what it Nitro doing about this?  build .45 has been out a while with no patches.  Please help us!

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Waleed Alhumaikani
On 8/30/2022 at 11:51 PM, Allain Umailin said:

Hello @Waleed Alhumaikani,

Since the program you currently working on is a older build, kindly 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

Thank you for choosing Nitro and I hope this helps.

Thank you Allain for the link you provided.

This offline package was installed successfully and the user is back to business.

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