Nitro Crashing when accessing a PDF

[Mark Williams]

Hi everyone, I work in the IT dept. of my company. One of my users is having an issue with Nitro Pro. It is crashing when she tries to open a PDF. This seems to be new behavior after some Windows updates. 

She gets a message that reads, "The code execution cannot proceed because mc140udll was not found. Reinstalling the program may fix this problem."

Has anyone seen this? Will reinstalling most likely fix the issue?

 

 

[Leslie V]

Hello @Mark Williams

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

So that we can troubleshoot the problem, please provide me with the following:

- What exact version of Nitro you are using. You can find this information by opening Nitro. Go to the Help tab, then click About Nitro Pro.
- A screen shot of what you are seeing or any error message you are receiving

I look forward to your response.
 

[Mark Williams]

https://photos.app.goo.gl/opvC4XHbgsAjQccn6

The Nitro version is Nitro Pro 13.70.4.50

 

[Leslie V]

Hello @Mark Williams

In case the problem is something to do with the installation, can you please try the following for me:

1. Download our latest Clean Up utility: https://www.gonitro.com/support/tools/cleanup-utility-list
2. Extract the utility to the desktop (it doesn't properly run from within the zip)
3. Run the utility (NOTE: This will remove any custom signatures / stamps. Let me know if these need to be backed up)
4. Reboot
5. Download and install 13.70 from here: https://www.gonitro.com/nps/product-details/downloads

I would also like you to download the latest VC++ package:
https://docs.microsoft.com/en-GB/cpp/windows/latest-supported-vc-redist?view=msvc-170

And run a .NET framework repair:
https://www.microsoft.com/en-au/download/details.aspx?id=30135
 

[Mark Williams]

We were able to get this going by uninstalling and reinstalling the program. 

But we will keep your instructions on file for future reference.

 

Thanks so much for you help!!