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Printing Crashes Nitro 13


Frank Snijder
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Frank Snijder

Hi, I have been experiencing trouble printing from Nitro. All was working fine, but since last week, every time I press the print button in Nitro, it crashes. Anyone that can help?

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Allain Umailin

Hello @Frank Snijder,

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?:

-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.

-Are you printing to physical printer? If yes, is it by any chance a Kyocera device?

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

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Frank Snijder
Posted (edited)

Hi Allain, I have run the repair option twice already and that didn't fix anything.  The serial number is this: 504***************.  The Build is 13.58.0.1180.  No, I am not printing to a Kyocera printer - it's a Gestetner/Ricoh machine that we have been using for more than 5 years with no hassles. We print through a wifi connection (not a wired link).

Thanks

Edited by Reymund G.
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Allain Umailin

Hello @Frank Snijder,

Thank you for this information.

Since you are still working with an older build of the program, let us first update to Nitro PDF Pro 13.67 by referring to these steps:

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

https://downloads.gonitro.com/professional_13.67.0.45/install-cleanup/install-cleanup.zip 

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:
https://www.gonitro.com/nps/product-details/downloads 

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:

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 Windows system, please refer to this article: 
https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq

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 504992-xxyyzz-399231

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.

   b. 
   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 for choosing Nitro and I hope this helps.

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