Klaus Feldner Posted June 29 Report Share Posted June 29 Hi, I tried Nitro PDF Pro update today. I wanted to update from version 14.22. to 14.24 but after the update I get an error message that Nitro PDF is crashed. During the installation there is no error message. Even when I try to reinstall the old version (14.22.) Nitro PDF crashes on startup and I get the information that it is crashed. I hope the screenshots and the dump-files can help to recognize the problem. I would be very happy if you could help me. Thank you very much Klaus Sorry, I don't know how I can attache files. Screen Shots https://drive.filen.io/d/cc0d96f7-125f-48d3-b832-98bf20b54a57#QqfuCN6nyPXOff72rzHMqEr8bXZkmdFW https://drive.filen.io/d/8ce9d6fd-afe8-490a-b686-e66258d0b883#DDyTkRfbDmWAUW0WZFxz3UqUaHkZTpSt https://drive.filen.io/d/74b94cfb-1063-41ec-bc84-fcac6327d17b#9HSLstm6vWUDHwmDAIlOwX8rEB6mP3Ne Dump Files https://drive.filen.io/d/359188a3-6620-4346-b726-380721533afe#b0roAUr0KKdrIUuin4C3j64J9aHWO9lq https://drive.filen.io/d/b8910c82-eb60-44fb-b227-8a848f591504#K2IWyv4ZPbxNUMBVgsxAqv1U5tCVT5fB https://drive.filen.io/d/f1d1b1cc-c462-42b8-9a27-45b508611400#ME6wmPZcH85uGYNhFZ8u4DiptFCKcopS Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted June 30 Official Nitronaut Report Share Posted June 30 Hello @Klaus Feldner, Thank you for reaching out to us through our Community Forums, and we sincerely apologize for the delay! While we are checking our resources and for the sake of troubleshooting, could you please provide the serial number of your Nitro PDF Pro 14? This matters because our business installers are different from the online ones. You can send the license details in this post, which will be visible to all the moderators. Rest assured, we will hide the serial number before making the post visible in this thread. Thank you very much in advance, and I look forward to hearing from you. Link to comment Share on other sites More sharing options...
Klaus Feldner Posted July 1 Author Report Share Posted July 1 (edited) Hello @Allain Umailin Thank you for the message and for taking care of my problem. My serial number is: 504980-uvwxyz-948024 I am at your disposal for further information. Regards Klaus Edited July 11 by Allain Umailin Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted July 11 Official Nitronaut Report Share Posted July 11 Hello @Klaus Feldner, Thank you for this information. As per our server logs, the key is for Nitro PDF Pro 13, not 14. Do you have another key for v14? Link to comment Share on other sites More sharing options...
Klaus Feldner Posted July 11 Author Report Share Posted July 11 (edited) Hello @Allain Umailin I apologize, I actually copied the old key. Key Nitro Pro 14: 504955-uvwxyz-400899 Although I would like to point out again that the problem is not the key, but that I can't even update to Nitro 14.24 and can't even get that far to enter the key (to activate Nitro). Since I can no longer start Nitro PDF, I have uninstalled it. Nitro PDF is installed without an error message, but when I start Nitro it crashes and I get an error message and the "Crash Report" window opens. Thanks Regards Klaus Edited July 23 by Allain Umailin Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted July 23 Official Nitronaut Report Share Posted July 23 Hello @Klaus Feldner, 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_14.26.1.0/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) and reboot your machine. 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 are saving all the installers and you 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 PDF Pro 14.26 using this installer: https://downloads.gonitro.com/professional_14.26.1.0/en/retail/nitro_pro14_ba_x64.msi 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. Turning off User Account Control (UAC) for Nitro PDF 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 6. After installing and turning off the UAC, you can activate it by opening Nitro PDF Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number504955-uvwxyz-400899 Please let us know how it goes and if you need anything else. We appreciate your business. Link to comment Share on other sites More sharing options...
Klaus Feldner Posted July 25 Author Report Share Posted July 25 (edited) Hello @Allain Umailin Thank you for your reply and precise instructions. I went through all the steps as you suggested. Unfortunately I have to tell you that I was not successful. As I have already found out, the installation of Nitro takes place without an error message, but when I start Nitro it breaks and I get this "crash window". Since I already know from experience that not everything always goes according to plan, I have recorded the steps according to your instructions. Also in the hope that you might be able to recognize where the problem lies. I have numbered the screen recordings according to your steps. Since I cannot upload files directly, I have uploaded the recordings to my secure (P2P) provider account. I hope this is not a problem. URL https://drive.UVWXYZ.me/urls/JCZ5TAGFV4#8zS1AFY0IfFm Thank you Best Regards Klaus Edited July 29 by Allain Umailin Link to comment Share on other sites More sharing options...
Javier Pérez Benito Posted July 30 Report Share Posted July 30 Since the ticket system doesn't seems to work now, and I can be more piss off about this annoying situation, please let me know what we can do here, because I already tried everything, and still certain computers it still happens again and again and again. STILL CRASH with 14.27.2.0 and any previously version since 14.24.1.0 The modification of Set-ItemProperty -Path "HKLM:SOFTWARE\Nitro\PDF Pro\14\Settings" -name AnalyticsDisabled -value 1 -force Set-ItemProperty -Path "HKLM:SOFTWARE\Nitro\PDF Pro\14\Settings" -name kBugsplatEnableCrashReporting -value "/b 0" -force DOESN't solve the problem. I upgraded OR Installed after made a CLEANUP with your script. Still same annoying pop-up that we can close, and the program still work fine, but any time that I try to open from explorer some pdf documents together then the error come again. I have the problem on Windows Server 2016 and in multiples Windows 11 and Windows 10. I have around 3.000 events logs from around 90 devices just of the last 7 days, but that has been the tone since the update on June 5 2024 introduce this error. I have less logs events since I had to roll back to 14.22 for many users but with that version the error of the format showing wrong still happens... I have been waiting and waiting, and now I can't not even send support tickets... Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted July 31 Official Nitronaut Report Share Posted July 31 Hello @Javier Pérez Benito, Thank you for reaching out to us through our Community Forums, and our sincere apologies for the delay. We decided to create a support case on your behalf, so please respond to my colleague's message. Our sincere apologies for the inconvenience. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted July 31 Official Nitronaut Report Share Posted July 31 Hello @Klaus Feldner Thank you for that information. I also created a ticket for you, so please continue responding to the support thread. Cheers! Link to comment Share on other sites More sharing options...
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