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Add-Ins suddenly stopped working


Shannon

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Hi. I can no longer create a PDF from Excel, Outlook or Word. I get a message that says, "An unknown error occurred". I ran a repair through Control Panel but that did not fix it. I have version: Pro 11.08.470.

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  • Official Nitronaut
Allain Umailin

Hello @Shannon,

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

To further troubleshoot, kindly uninstall/install your Nitro Pro plug-in for MS Office applications. Please refer to these steps:
1. Close your Nitro Pro if it's open.
2. Right-click on the Nitro Pro desktop icon and select Run as Administrator.
3. Go to Help tab > Support Tools > PDF Creation tab and tick the boxes for MS Offices applciations under Microsoft Office Add-ins. If the tool is not found in Help tab, you will need to go to the installation folder of Nitro Pro and run NitroPDFSupportTools.exe (by default, it is inside C:\Program Files\Nitro\Pro X, where X is the version you have)
4. Click Update Add-ins button. Installation will be done in the background. Once it's done, you should receive a message 'Update of add-ins was successful. To activate your changes, please restart Microsoft Office applications'.
5. Click OK > Close.
6. Close your Nitro Pro and open your MS Office applications to test.

Thanks for choosing Nitro Pro and I hope this helps!

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  • Official Nitronaut
Allain Umailin

Hello @Shannon,

Thanks for your response and patience.

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 11.0.8.470 using below 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

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!

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  • 1 month later...

After completing all of the steps suggested by AllainU, I now have the Nitro Pro tabs back in the Microsoft programs. However, when I try to create a PDF from Excel I get a message stating, "Invalid File Content". I tried this as active sheets and as the entire document. When I try to print from Word I get a message stating, "Unknown Error Occurred". If I try to print the file and select Nitro Pro as the printer it is not listed.

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  • Official Nitronaut
Allain Umailin

Hello @Shannon,

Thanks for your response and patience.

If Nitro PDF Creator is not listed when printing to PDF the file, it means it failed to installing after following the steps I provided you.

To reinstall your Nitro PDF Creator, please use these stand-alone installers:

32-bit http://install.nitropdf.com/professional_1108470/en/enterprise/Nitro_Creator_x86.msi
64-bit http://install.nitropdf.com/professional_1108470/en/enterprise/Nitro_Creator_x64.msi

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

Once installed, please test it again and I am looking forward to hearing back from you. 

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  • Official Nitronaut
Allain Umailin

Hello @Shannon,

Thanks for your response and patience.

Is the error 'Invalid File Content' only happening on a single Excel document you want to convert to PDF? If yes, this could be caused by few hidden rows and columns. Would it be possible to delete those, save it and try converting again to PDF?

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

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  • Official Nitronaut
Allain Umailin

Hello @Shannon,

Thanks for your response and my apologies for this inconvenience.

To further assist you with your concern, I created a support ticket on your behalf and just sent you an email.

I will wait for your response through the support case.

Cheers!

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