0 KB File Size

[Julia Kappel]

I am using Nitro Pro 11 and frequently when trying to open saved files I receive an error message that the file is damaged or an unsupported file type.  When I look at the file in file manager, it has a 0 KB file size.  If I open another copy of the document and save it again, it saves fine.  I never had this problem with prior versions.  Any suggestions?

[Allain Umailin]

Hello @Julia Kappel,

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

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. Now manually check for left over registries from Nitro Pro (Run > regedit) and delete them. Make sure to save a backup before making any change. Reboot the machine again after deleting Nitro Pro traces.
6. 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.

7. Download and install Nitro Pro 11.0.8.470 using offline installers:

x64 http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x64.msi
x32 http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x86.msi

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

8. 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!

[Julia Kappel]

Hello AllainU,

Thank you for responding to my question.  I have tried to do what you suggested but I don't know how to do step 5.  I have done all the other steps multiple times and still have the same result of file names being created but the size is 0.  Do you have any other suggestions or more comprehensive instructions for step 5?

Thank you, Julia Kappel

 

[Allain Umailin]

Hello @Julia Kappel,

Thanks for your response and Happy New Year!

In order for me to further assist you with your concern, could you please send me a private message and provide the following?:
-The serial number of your Nitro Pro
-How are these files initially generated? Does this happen with every file? If it's a single file, please send us the sample file (with sensitive information extracted) so I can replicate it on my end
-Where are the files saved (local, a shared drive or an external drive) when you’re trying to open? Can you check if you have the same issue when the file is saved locally?

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