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CT Helpdesk

File Conversion has failed due to an internal error message

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CT Helpdesk

Unable to convert to word, excel or text with version 11

Steps taken so far

Repair install, repair office install, uninstall and reinstall office and nitro

Downloaded the nitro cleanup tool rebooted and reinstalled, same result

Submitted ticket to support but told no "software assurance" and they would not assist

 

Installed version 10, this worked but is unlicenced

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Steven Zakulec

This may sound like a silly question, but are you on the latest version of Nitro 11 (11.0.7.425)? There's no auto-update feature, so it's possible you might not be.  While I can't be sure that this issue is fixed in the latest version, I think it's worth trying.

The download is here: https://www.gonitro.com/product/downloads

Release notes here: https://www.gonitro.com/product/documentation/release-notes

The recommendation is not to have any other Nitro installers in the folder you're running the new installer in.

There's two other things you can try that may or may not work:

There's a way to repair the Office plugins: http://kb.gonitro.com/knowledgebase#/answers/Nitro Pro/000001584 (The Office addins are also part of this tool despite the article not mentioning them)

For some reason, I remember thinking that just changing an option in the Office addin made this issue go away (just change any setting to something else, test it, and then if it works, you can change the setting back to what it was before).

Good luck, and tell me if any of this works.

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CT Helpdesk

Hi Steven

Yes I re-downloaded the installer so I assume its on the latest version, will try your suggestion regarding the office addin

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CT Helpdesk

Hi Steven

I reinstalled the virtual printer in the support tool with no improvement

When you mention changing an option in the office addin, I opened word and changed a couple of different settings in the addin but this did not fix the issue

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Kelvin V.

Hi @CT Helpdesk,

Thanks for posting on our community forums!

There are several causes for this error message to come up. To name a few:

1. Not enough memory upon executing the process.

2. Not enough space on the machine for the output file.

3. Particular section of the PDF that causes a timeout issue or loops.

I just found your ticket (with the support tools file). I will continue to investigate and message you from there.

Cheers!

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