Nitro Crashing

[Julia McMurtry]

My nitro is crashing any time I try and combine files. 

I use this function alot. 

Any help appreciated. 

[Leslie V]

Hello @Julia McMurtry

Thanks for your message - I'm happy to assist you.

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.
- Are there any specific files behaving this way? Or is it happening to all files?
- Are the files in a specific folder? If they are transferred, does the same thing happen?
- Please walk us through your specific step by step workflow so we can try to replicate the issue on our end.
- If you can also provide us with some files for testing please forward them to us.
- Please also send us a videocast or some relevant screenshots so we can have a better understanding of your process and the issue.

I look forward to your response.
 

[Julia McMurtry]

I am using Nitro version 13 and have had no problems however yesterday everything I seem to do other than just view files crashes the system and I get and error saying: 

Our apoligies - software crashes are a drag and its our job to prevent them. Seems we failed sorry and need you help to address this. You can help by submitting the crash report. 

This is happening when I try and combine 2 files together. 

Also this morning my Nitro sign will not upload any new files to send for signing. I get an error saying Upload Failed - opps let us know what happened here. 

I use Nitro everyday and am really stuck. 

Please help. 

Thanks. 

 

[Julia McMurtry]

My version is 13.70.7.60

Happening to all files regardless of location. 

I click on combine and then the system crashes. 

With Nitro sign the files regardless of location will not upload. It has an uploading message and then no upload occurs and it says failed to upload. 

[Leslie V]

Hello @Julia McMurtry

Thanks for your message - I'm happy to assist you.

Sorry to hear you are getting this issue. 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
(NOTE: This will remove any custom signatures / stamps. Let me know if these need to be backed up)
2. Extract the utility to the desktop (it doesn't properly run from within the zip)
3. Run the utility
4. Reboot
5. Download and install 13.70 from here: https://www.gonitro.com/product-details/downloads

I would also like you to download the latest redistributable packages for Visual Studio 2015, 2017, 2019, and 2022. (VC_redist.x64.exe)
You can download the installer package here:
https://docs.microsoft.com/en-GB/cpp/windows/latest-supported-vc-redist?view=msvc-170

Please let me know how that goes.
 

Edited October 14, 2023 by Leslie V

[tventer@tecsltd.co.uk]

Hi there, 

I am having the same issues.  Followed the steps above but my Nitro Pro 13.70.7.60 still crashes when extracting documents.