always freezing

[LAN ZHANG]

my Niro pro 13 keeps freezing recently, what is the reason cause this issue.

could anyone helps me?

should i need update some ? 

what is the solution for this?

thank you. 

 

Edited October 3, 2022 by LAN ZHANG

[Reymund Oyong]

Greetings @LAN ZHANG

Thank you for reaching out to our Community Forums. 

Here are some of the details we need so we can help you with this issue:

1. The version and complete build of your Nitro PDF Pro. This can be located under the Help tab > About Nitro Pro. 
2. Is there a specific workflow that is causing the software to crash?
3. Is this happening to all the documents you open in Nitro PDF Pro? 
4. When the application freezes, is there a crash report window where you have the option to send a report? 
5. If you open Nitro PDF Pro without a document, does it crash?

Kind regards, 

[LAN ZHANG]

@Reymund G.thank you Raymond for your responding. 

1. The version and complete build of your Nitro PDF Pro. This can be located under the Help tab > About Nitro Pro. 

nitro pro 13.13.2.242
2. Is there a specific workflow that is causing the software to crash?

No, the freezing usually happened when i open the page and want to type when the then stop freezing. there is no any work started yet it stopped everything. 
3. Is this happening to all the documents you open in Nitro PDF Pro? 

yes. 
4. When the application freezes, is there a crash report window where you have the option to send a report? 

No. i knew when i started using Nitro it will have a report with crash, not recently , no crash nothing just whole Nitro ( all documents) are freezing. 
5. If you open Nitro PDF Pro without a document, does it crash?

No, it works sometimes. 

why it happens. 

I reinstalled it this week and still keep freezing. 

 

thank you for your help. 

[LAN ZHANG]

I really need help it keep freezing and it seems cannot use NITRO for any work. 

is that normal?

please let me know if it cannot be fixed. 

 

[LAN ZHANG]

there is no body will be able to respond my questions? 

couldn't tell me where is wrong is Nitro?

[LAN ZHANG]

nitro is not good product?

[Reymund Oyong]

Hi @LAN ZHANG

My apologies for missing out you replies to this post. 
I recommend to perform a clean uninstall using our cleanup tool then install the latest build of Nitro PDF Pro 13 which is 13.67.0.45. 
This cleanup tool will remove all traces of Nitro in the machine and the process is different compared to Windows uninstall. 

Please refer to the steps below:

1. On your machine, launch Nitro PDF Pro then go to the Help tab > About Nitro Pro then click Deactivate. This process is to release the license before removing/uninstalling the software. 
2. Download Nitro cleanup tool from the link below:
https://downloads.gonitro.com/professional_13.67.0.45/install-cleanup/install-cleanup.zip

Since this tool will remove all traces of Nitro, it includes the customized stamps.  If you have customized stamps, please refer to the link below about how to transfer/backup stamps: 

https://kb.gonitro.com/knowledgebase/#/search/stamp/000004307

If you do not have any customized stamps, skip this and move to the next step.

3. Extract the cleanup utility then run the cleanup tool by double-clicking nitro-cleanup.vbs. Please be aware that a command window will appear during the cleanup process.
4. After the cleanup, restart the computer. 
5. Download and install Nitro PDF Pro 13.67.0.45 from the link below:

https://www.gonitro.com/product-details/download - click the 'Download Nitro Pro 13' link. 

6. Once Nitro PDF Pro 13.67.0.45 is installed, launch the software then navigate to the Help tab > About Nitro Pro > Activate. Enter your serial number then click Activate.

After completing these steps, please observe if the crash issue persists. 

Kind regards,