Two issues with Nitro Pro 12

[Lisa Roberts]

We bought several licenses for our workplace laptops, and I've been using Nitro Pro 12 on mine without problems until recently. I have a Windows 7 64-bit machine, and  Nitro suddenly won't print to our Epson Pro WF-4630 printers. I've updated printer drivers and tried multiple times to print to both printers in the office, but no luck. The printer spools show no documents waiting to print. To print, I'm having to open PDFs in with Chrome and print from there.

Also, we have tried multiple times without success to install Nitro Pro 12 on another laptop (Windows 10 64-bit). The program opens but just sits there and eventually crashes. We have deleted the download and re-downloaded, and I've tried several solutions noted in the Nitro forum that have worked for others.

 

[Allain Umailin]

Hello @FlaWildflowers,

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

Could you please provide the builds of Nitro Pro 12 on both machines? You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 12.X.X.X, e.g. 12.0.0.112)

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

[Lisa Roberts]

The build on my machine (Windows 7) is 12.0.0.112. Because we haven't be able to get it to install on the Windows 10 laptop, I don't know what the build is - whatever the current Pro version download from the www.getnitro.com site would be.

 

[Allain Umailin]

Hello @FlaWildflowers,

Thanks for this information.

On the affected Windows 10 64-bit machine, kindly refer to below steps and let us see if you can install Nitro Pro 12:

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 12.4.0.259 using below offline installers:
x32 http://install.nitropdf.com/professional_1240259/en/burn/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_1240259/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!

 

[Lisa Roberts]

This did not work, as the Clean Up utility would not install.

[Allain Umailin]

Hello @FlaWildflowers,

Thanks for your patience.

Please note that our Clean-up utility doesn't require installation for you to use it.

If our tool us not working, kindly use MS FixIt instead to uninstall your Nitro Pro:
https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed

After uninstalling, please go back to step 4 and follow the rest of the steps.

Thanks for choosing Nitro Pro and I hope this helps!