Cannot open Nitro from fresh install

[zhazell]

Hello, 

New to Nitro so downloaded the trial, however I've never been able to open it. I keep getting "The Service does not have sufficient privileges. Please reinstall"; however, even after reinstalling multiple times, I cannot get the software to open. According to this article (KB000001912) it says it's because of the service not started, which is true. When I start the service and try to open Nitro again, it immediately crashes. This is what I get in the Event Viewer. 

Faulting application name: nlssrv32.exe, version: 7.3.4.0, time stamp: 0x51fbf269
Faulting module name: ntdll.dll, version: 10.0.17134.254, time stamp: 0xbf2f8c99
Exception code: 0xc0000005
Fault offset: 0x00044815
Faulting process id: 0x107c
Faulting application start time: 0x01d44f5d91a92c12
Faulting application path: C:\Windows\SysWOW64\nlssrv32.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: e4de694d-528e-4f79-b39e-c6cd1723c47b
Faulting package full name: 
Faulting package-relative application ID: 

Any ideas as to why the program can't open. I can't even start the trial. 

[Allain Umailin]

Hello @zhazell,

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 12.3.0.240 using below offline installers:
x32 http://install.nitropdf.com/professional_1230240/en/burn/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_1230240/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

Thanks for choosing Nitro Pro and I hope this helps!

[zhazell]

I tried these steps following exactly what you listed, however it still does not work. Get the same event viewer message:

Faulting application name: nlssrv32.exe, version: 7.3.4.0, time stamp: 0x51fbf269
Faulting module name: ntdll.dll, version: 10.0.17134.254, time stamp: 0xbf2f8c99
Exception code: 0xc0000005
Fault offset: 0x00044815
Faulting process id: 0xff0
Faulting application start time: 0x01d45038b6a4100a
Faulting application path: C:\Windows\SysWOW64\nlssrv32.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report Id: 1893af2f-c6d5-482b-a35d-d89de03a6321
Faulting package full name: 
Faulting package-relative application ID: 

I just purchased this program as it's what we use in our organization for PDF manipulation, however we've never run into this problem before. 

[Allain Umailin]

Hello @zhazell,

Thanks for your patience.

Since you already have a support ticket for this issue, kindly check the email that I just sent through the support case and let us continue with that thread for better case handling.

Cheers!