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Crashing install upgrade & serial number not recognised upgrade crash with AVG false postive? etc etc.


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Been very happy user of NP 9,10 and now 11

D/l your latest update and it crashed  Pc we think due to failing SSD which has

since been replaced. AVG reported a nasty see below - for AVG quarantine notice

but think that was artifact of severe crashing due bad SSD sectors.


And AVG spat this out and quarantined:-






Current running version

Product:   Nitro Pro ( x64



Then PC crashed and needed SSD clone which was successful - nothing to do with install

just prob tried to install on bad/failing sectors. Just bad luck - :-(

PC fixit did reinstall my last version ( x64


PC win 7 up to date

I am bit reluctant to update given the previous experience but didn't think your

updaters would be infected..may have been false positive with AVG as that has

been prone to see throw up IDP.ALEXA.51


**Is there a link to a full install version of the latest?

***I note plugging in my license number no longer works test ing for eligibity of an


Reason maybe I have no SA is that I just let it lapse - was expecting some kind of

notification and it never came.

What the best course of action now- wait for V12 or upgrade using current

license nr if thats till valid and a full program install.

*** Do I need to do an exclusion in Avg :- nitropro_11.exe? before trying to install as

I don't want another crash.

*** or simply wait till Avg/ updates their prog to remove Alexa false positives yet again

[also seen in I gather in 2016 before a fix patch.]


** Was wondering if now worth waiting for newer version 12 and when is that likely

to happen and get V12 with SA?

Sorry this is a bit of essay.

many thanks







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Alex Edwardes

Hi @GrahamRanft,

Thanks for your post.

We have seen very few reports of that issue with AVG, and when last investigated, we found that they had acknowledged the problem already:

I wouldn't worry about seeing it again, though would ensure you are running the latest AVG updates first.

Here are the links to the latest build of Nitro (full downloads):

64-bit http://install.nitropdf.com/professional_1107425/en/burn/nitro_pro11_ba_x64.msi
32-bit http://install.nitropdf.com/professional_1107425/en/burn/nitro_pro11_ba_x86.msi

And lastly, I have some good news for you.
I can see that you purchased Pro 11 with Software Assurance. Whilst it has expired as the purchase was made over a year ago, you are still entitled to the next version for free!
It would appear that you slipped through a rule which should have automatically extended your SA for you. My apologies for that! I have just manually extended it so that you will receive Pro 12 for free, and can also use our ticketing system, should you wish to email our support team directly (rather than via our Community Forum).

Please let me know if you have any questions about this.

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Install of  upgrade to latest version went without  a murmer from AVG

serial number picked up and all seems well!

Seems to be be a bit faster to  launch too which is good:-)

Thanks again

graham ranft

Close case thanks.



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