Whiteout issue

[john_smoth1995]

I have problems with the "whiteout" tool, as soon as I select an area outside the page, the tool starts to work incorrectly and removes the image from another page. This started a few days ago. I tried to upgrade to the newest version. Also I tried troubleshoot it at Apps -> Installed Apps, but un ineffectually too. Could you help me to resolve this issue, please?

[Allain Umailin]

Hello @john_smoth1995,

Thank you for reaching out to us through our Community Forums and our sincere apologies for the delay.

To further assist you, could you please provide the serial number of your Nitro Pro? This matters because our business installers are different from the online ones.

You can send the license details in this post so it will be visible to all the moderators. Rest assured, we will hide the serial number before making the post visible in this thread.

Also, what 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 14.XX.X.XX, e.g. 14.22.1.00) or you can go to Control Panel > Programs and Features under the Version column.

Sending over a screenshot of the 'About Nitro Pro' window along with the window that will appear after clicking the 'Activate' button will also make me understand what MSI version was used (Retail, Business, NLS, or Enterprise).

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

[john_smoth1995]

Thank you for your response 

Our build is 13.70.7.60
And license key is 504980-uvwxyz-834587

Really appreciate your help!
 

Edited May 10 by Allain Umailin

[Allain Umailin]

Hello @john_smoth1995,

Thank you for this information and my apologies for the delay.

Let us try some troubleshooting 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_13.70.7.60/install-cleanup/install-cleanup.zip 

2. After rebooting, download and install the latest version of Visual Studio (vc_redist.x64.exe & vc_redist.x86.exe) then reboot your machine again. 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 save all the installers and 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 Pro 13 using these installers:

x64   https://downloads.gonitro.com/professional_13.70.7.60/en/retail/nitro_pro13_ba_x64.msi
x32   https://downloads.gonitro.com/professional_13.70.7.60/en/retail/nitro_pro13_ba_x86.msi 

To know if you have a 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. 

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 Nitro PDF Pro by opening it, clicking on the Help tab > About Nitro Pro > Activate, and entering your serial number.

6. Turning off User Account Control (UAC) for Nitro Pro. 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 very much in advance and I look forward to hearing back from you. 

[john_smoth1995]

Hello! Thank you for your answer

I did everything as you provided in the steps above, but, unfortunately, when I try to select an area that ends on one sheet and begins on another, the problem does not go away and the selection area becomes from the top edge of the page to the bottom. I don’t remember this behavior in the past, tell me please, are there any other ways to fix this?