Free Trial Freezing on Welcome Screen

[HelenR]

I have tried installing this 3 times today, and I've uninstalled it 3 times.  I purchased it, and the only way I can see to download it is through downloading the Free Trial Version, which goes all the way through the installation to the Welcome Screen, but the Welcome Screen is frozen each time and it locked up all of my PDF's, so I could not open them.  I don't know how to get past this.  Is there another installation screen I can use?  I've tried the one from the website and the one from the purchase email I received.  Thanks.

[Allain Umailin]

Hello @HelenR,

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. 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 12.4.0.259 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

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!

Edited September 21, 2018 by AllainU

[HelenR]

Thank You!  I am leaving for the day, but I will try this on Monday.  Thank you for your quick response.