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Freeze on Find Command


Tomel
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Currently have Nitro Pro 11. Have always used Ctrl-F to bring up the Find dialogue to search for something in  the file. All of a sudden, this has stopped working. I can bring up the Find dialogue, but the system freezes after I enter the first letter of the item I'm searching for. If I'm searching for "Windows" for instance, the system freezes after I type "W" and all of the W's on the visible page are highlighted. To move on, I have to bring up Task Manager and end the Nitro process.

What's going on. Something has changed. I don't know if it is because I installed the April 2018 Windows Update or not since I only know that the problem has been fairly recent.

What gives?

Edited by Tomel
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  • Power User
Steven Zakulec

Are you on the latest version of Nitro 11 (11.0.7.425)? https://www.gonitro.com/nps/product-details/downloads

I'm not entirely sure it will solve your issue, but there was an issue with slowdown after one of the big Windows Updates fixed in that version.

Otherwise, you could try repairing Nitro: http://kb.gonitro.com/knowledgebase#/answers/Nitro Pro/000001641

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Thanks for the suggestions.

I verified that I am on the latest version of Nitro 11 (11.0.7.425)

I tried repairing Nitro as you suggested (however, note that the repair option did not appear following the instructions shown at the link you provided. In order to reach the repair option using the latest Windows 10 you have to go to All Settings / Apps / Nitro Pro / Modify).

After repairing, the problem remains the same as described in my original post. I even tried several different PDF docs from different sources, thinking that perhaps there was some security setting that prevented a search. Same result.

Do you have the Windows 10 April update installed and are still able to use Ctrl-F on Nitro 11? If so, I'm not sure what to do next since I'm assuming that the repair option is no different than completely uninstalling Nitro 11 and re-installing.

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Steven Zakulec

I do in fact have the latest update, and CRTL-F works for me.

The other thing you could try is using the cleanup tool here: http://kb.gonitro.com/knowledgebase#/search/clean up tool/000003054

It uninstalls and deletes all of the Nitro files & registry keys from your computer.

You'll need to have your key available to re-activate after you run that tool.

If you can't run that tool, uninstalling and then removing all the Nitro registry keys should work.

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Thanks for your patience.

Used the cleanup tool. Using this tool removed everything from the Program Files/Nitro folder (it did leave the main folder which was empty), but did not remove the listing in either "Programs and Features" or in the "All Settings/Apps" areas. It also did not reinstall Nitro. I restarted per the instructions, then reinstalled Nitro Pro 11 myself. I then loaded Nitro Pro and went to the "About Nitro Pro" area to enter my key -- but didn't have to enter it since it showed that it was still activated (???).

Bottom line - no change. Still the same problem. I did discover one thing. If I hit Ctrl-F, then the gear icon, then the advanced search option, I can do one (and only one) full search. When I try to do a second advanced search, it freezes at the first letter just like it did for the simple find window.

Since you have Win 10 April Update and the same version of Nitro Pro 11, I'm stumped. I've got nothing exotic on my setup and, in fact, am using Windows Defender as my antivirus program. I did have Controlled Folder Access turned on, but turned it off while trying to fix this problem since I wanted to try have as generic a setup as possible. Also, I've had no new app additions for probably a year (just periodic updates of existing apps).

Any other suggestions? I've been using Nitro Pro (various versions) for many years now and have really liked it and come to depend on it. I'd really like to find a solution. I'm concerned if I now ante up for Nitro 12, I'll have the same problem (and really don't want to feel like I'm forced to go to Nitro 12 when I really don't need the extra features at this time).

Do you have any other thoughts or suggestions?

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An update - just to make this problem even more confusing.

I didn't mention that I have two users set up on my system - one's an Administrative account and the other is a Standard Account. Nitro Pro had always worked on both accounts.

I just discovered that the Nitro Ctrl-F still works in my Administrative account, but freezes as described above in my Standard account. Since I only use the Admin account for system related things like adding or removing applications, etc., it's important that Nitro Pro works in the Standard Account (which it always has until now).

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  • Power User
Steven Zakulec

The only other idea I have is that you could try right-clicking on the Nitro icon in the Start Menu, go to More, Show File Location.  Then right-click on the Nitro shortcut there, and go to Properties.  Switch Nitro to Windows 7 compatibility, and see if that makes a difference.

Otherwise, I'm totally puzzled here as well- you could try doing some Windows fixes- https://www.windowscentral.com/how-use-sfc-command-utility-fix-system-files-windows-10

& https://www.windowscentral.com/how-use-dism-command-line-utility-repair-windows-10-image

Best of luck to you here!

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Good suggestions. I was already thinking that I needed to verify a good Windows install since you weren't having any problems on your end and I think I exhausted the Nitro angle.

Unfortunately (or I guess it's fortunate), but my Windows install checked out. No problems at all. Opening my PDF's with Chrome or Edge still allows me do searches so I guess I'll have to use those apps when I need to find something in a document. A pain -- but at least I have a solution.

I've decided I definitely won't consider going to Nitro 12 until this problem is resolved with Nitro 11 (or maybe the folks at Nitro will comp me Nitro 12 given my current issue and many years of prior use). Hey, worth a try!

Thanks again.

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  • 2 months later...
Peter Johnson

I have this problem, too, freezing when trying to search. But only since I've been using Nitro Pro 12.0.0.108. I tried running the clean-up tool and reinstalling Nitro but it made no difference. 

I would report this problem with Nitro software to Nitro but I can't communicate with them unless I pay.

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  • 3 months later...

I am using Version 11.0.3.134 in Windows 10. "Check for updates" reports back that I have the latest version. I too have the exact same problem. The application freezes once I type the first character in the search box. Then I need to use Task manager to close the program. 

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  • Official Nitronaut
Allain Umailin

Hello @Thulsi,

Thank you for reaching out to us through our Community Forums!

At this time, our Check for Updates feature is currently unavailable because our development team disabled it and haven’t bring it back. As much as I would like to provide you when this feature will be up again, there is no ETA from their team.

In order for me to further assist you with your concern, could you please send me a private message and provide the serial number of your Nitro Pro 11?

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

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Allain Umailin

Hello @ParksidePeter,

Thank you for reaching out to us through our Community Forums and my apologies for the delayed response!

Have you already updated to 12.6.1.298? I asked because our system shows you just activated today. If you haven't updated yet, please refer to these steps:

1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files.

2. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/support/downloads/cleanup.zip

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: http://kb.gonitro.com/knowledgebase#/search/stamps/000001686

3. Extract the utility to the desktop (it doesn't always run from the zip)
4. Run the utility then reboot your machine.
5. Please 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 installed in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

6. Download and install Nitro Pro 12.6.1.298 using below offline installers:
x32 http://install.nitropdf.com/professional_1261298/en/burn/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_1261298/en/burn/nitro_pro12_ba_x64.msi  

If you are not sure which to pick, this will help: http://kb.gonitro.com/knowledgebase#/search/64/000001874

7. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number.

Thanks for choosing Nitro Pro and I hope this helps!

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Peter Johnson
25 minutes ago, AllainU said:

Hello @ParksidePeter,

Thank you for reaching out to us through our Community Forums and my apologies for the delayed response!

Have you already updated to 12.6.1.298? I asked because our system shows you just activated today. If you haven't updated yet, please refer to these steps:

1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files.

2. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/support/downloads/cleanup.zip

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: http://kb.gonitro.com/knowledgebase#/search/stamps/000001686

3. Extract the utility to the desktop (it doesn't always run from the zip)
4. Run the utility then reboot your machine.
5. Please 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 installed in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

6. Download and install Nitro Pro 12.6.1.298 using below offline installers:
x32 http://install.nitropdf.com/professional_1261298/en/burn/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_1261298/en/burn/nitro_pro12_ba_x64.msi  

If you are not sure which to pick, this will help: http://kb.gonitro.com/knowledgebase#/search/64/000001874

7. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number.

Thanks for choosing Nitro Pro and I hope this helps!

@AllainU

Thanks for your response, which I have followed with a satisfactory outcome. I was running an early version of Nitro Pro 12 and have now upgraded to the version you mentioned. A trial search worked as expected. Thanks again.

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  • Official Nitronaut
Allain Umailin

Hello @Thulsi,

Thank you for your private message and for providing the serial number of your Nitro Pro 11.

It seems to me already updated to 11.0.8.470. Are you still having the same issue with this build of Nitro Pro 11?

If the answer is yes, let us try some troubleshooting by referring to these steps:
1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files.

2. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/support/downloads/cleanup.zip

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: http://kb.gonitro.com/knowledgebase#/search/stamps/000001686

3. Extract the utility to the desktop (it doesn't always run from the zip)
4. Run the utility then reboot your machine.
5. Please 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 installed in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

6. Download and install Nitro Pro 11.0.8.470 using below offline installers:
x32 http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x86.msi 
x64 http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x64.msi  

If you are not sure which to pick, this will help: http://kb.gonitro.com/knowledgebase#/search/64/000001874

7. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number.
 
Looking forward to hearing back from you soon.

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2 hours ago, AllainU said:

Hello @ParksidePeter,

Thank you for reaching out to us through our Community Forums and my apologies for the delayed response!

Have you already updated to 12.6.1.298? I asked because our system shows you just activated today. If you haven't updated yet, please refer to these steps:

1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files.

2. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/support/downloads/cleanup.zip

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: http://kb.gonitro.com/knowledgebase#/search/stamps/000001686

3. Extract the utility to the desktop (it doesn't always run from the zip)
4. Run the utility then reboot your machine.
5. Please 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 installed in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

6. Download and install Nitro Pro 12.6.1.298 using below offline installers:
x32 http://install.nitropdf.com/professional_1261298/en/burn/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_1261298/en/burn/nitro_pro12_ba_x64.msi  

If you are not sure which to pick, this will help: http://kb.gonitro.com/knowledgebase#/search/64/000001874

7. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number.

Thanks for choosing Nitro Pro and I hope this helps!

 

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  • Official Nitronaut
Allain Umailin

Hello @Thulsi,

Thanks for your response and patience.

If this issue appears on a single document, could you please send me a private message and provide a sample file so I can replicate it on my end?

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

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  • 1 year later...
  • 7 months later...
Shreyas Zingre

The saga continues, I am using version 13.6.0.108, and having the same issue of application freeze after the find results appear. Previously the mouse cursor would disappear (within NitroPDF) and would not highlight anything or click anything.

Later after an uninstall > re-install now the the mouse cursor is visible, but the application still freezes and the mouse does not react to any clicks.

After the manual uninstall > re-install, I also tried the clean up script given above: http://install.nitropdf.com/support/downloads/cleanup.zip. And after reboot and re-install, the issue persists.

I cannot upgrade to a newer version because it is a corporate installer.

Any more ideas?

Edited by Shreyas Zingre
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  • Official Nitronaut
Allain Umailin

Hello @Shreyas Zingre,

Thank you for reaching out to us through our Community Forums!

Since you are still working with an older build you are using a corporate installer and license, we highly recommend that you reach out to your IT team to get assistance in updating to a newer build of Nitro Pro 13 that was tested by them for all users within your organization.

Thank you for choosing Nitro and I hope this helps.

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Shreyas Zingre

Hello @AllainU, upgrading to the newer version is unfortunately not an option, IT has informed me that this is the latest version currently available to us per IT policy.

Also, given that the issue has been surfacing since version 11, upgrading from 13.6 to 13.33 does not give much hope...

Could there be a solution for my present version?

Otherwise, I was told that the only other option is to abandon NitroPDF and move to another software.

Thank you.

Edited by Shreyas Zingre
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