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Not possible to uninstall or install


IgnaceClarysse
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IgnaceClarysse

Hello,

I want to install V12. The download works. starting it I get a black screen, no messages, no questions, nothing!

I tried to uninstall the previous version using control panel and 'uninstall'. I receive the  black screen, no messages, no questions, nothing!

I tried to deactivate using the serial number. The website shows an error-message 'introduce device'. There is no possibility to select a device or to introduce device.

 

Conclusion: I'm blocked and there're 2 possibilities:

- Or: Someone solves my problem (A PC is for me a black box. I'm happy to find the on / off-switch);

- Or: I get my money back.

 

Kind regards,

 

ignace Clarysse

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  • Official Nitronaut
Allain Umailin

Hello @IgnaceClarysse,

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

Could you please your Control Panel > Programs and Features (Settings > Apps in Windows 10) if you see any Nitro Pro program installed?

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. 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 12.2.0.228 using below offline installers:
x32 http://install.nitropdf.com/professional_1220228/en/burn/nitro_pro12_ba_x86.msi 
x64 http://install.nitropdf.com/professional_1220228/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

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!

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