User receives pop-up error message for Nitro Pro 13 Excel add-in

[Alexander Wetter]

Hi Nitronauts,

[I tried submitting this as a ticket but it would not let me submit]

 

I have a user who is repeatedly getting this Nitro Pro Excel Add-in pop-up error message: 

"An error occurred. Access to the path C:\Users\[username]\AppData\Roaming\Nitro\Pro\13\Plugins\NitroExcellAddin.ini is denied."

User is using Nitro Pro 13 (13.47.4.957) with Windows 10 Enterprise 22H2 on a Lenovo Thinkpad X1 Carbon Gen 9.

I'm aware that this issue has occurred for others and followed the troubleshooting steps in the following Nitro forums:

https://community.gonitro.com/topic/14678-nitro-office-add-ins-permission-denied/

https://community.gonitrodev.com/topic/13049-excel-add-in-error/

I have done the following:

- Ran MS Office online repair
- Uninstalled/reinstalled Nitro Pro 13
- Cleared the content of the directory under C:\users\[username]\Appdata\local\temp
- Cleared download folder of all Nitro installers
- Confirmed security permissions for Nitro add-in
- Disabled/reenabled the add-in

I would appreciate your guidance on the next troubleshooting steps I should follow here. 

Thank you in advance for your assistance!

Best,
Alex

[Reymund Oyong]

Greetings @Alexander Wetter

Thank you for reaching out through our Community Forums!

I can see that you are already working with our support team through a support ticket. 
I recommend sending your updates and follow-ups through that ticket so we can assist you properly.

Kind regards,