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reinstall of Nitro 10 isn't working


DavidBrucePowers
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DavidBrucePowers

My computer crashed, I bought a new one, downloaded the information and info from my Nitro 10 account, tried to install the Nitro 10 and my new HP - Windows 10 computer wouldn't install it!  Help!

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Allain Umailin

Hello @DavidBrucePowers,

Before continuing, I should let you know that we no longer support Nitro Pro 10 or older. It has been discontinued as documented in our Sunset Policy: https://www.gonitro.com/support/sunset-policy

As a courtesy, install your Nitro Pro 10 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 10.5.9.14 using below offline installers:

x64 http://install.nitropdf.com/professional_105914/en/burn/nitro_pro10_ba_x64.msi
x32 http://install.nitropdf.com/professional_105914/en/burn/nitro_pro10_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.

Alternatively, if you were interested in upgrading your license to Nitro Pro 12 with VIP Access (formerly Software Assurance), we could scrap all the old installations and start on a fresh serial number.

Thanks for choosing Nitro Pro and I hope this helps!

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DavidBrucePowers

I followed every procedure and did this at least 8 times and it did not work!  The installation was stopped and an error message appeared that it could not complete the installation.

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Allain Umailin

Hello @DavidBrucePowers,

Thanks for your patience in following the steps.

This could be caused by traces of Nitro Pro on your system so please try these steps:

1. Run MS FixIt, a free tool from Microsoft to uninstall Nitro Pro: https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed
2. Reboot you machine.
3. 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.
4. Open Windows Explorer and delete Nitro Pro folder inside C:/Program Files 
5. Open Control Panel > Hardware and Sound > View Devices and Printers and remove Nitro PDF Printer. Then reboot again your machine.
6. Reinstall Nitro Pro 10.5.9.14 using the offline installers from my previous post.
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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DavidBrucePowers

I followed your procedures several times and went through the registry and took out every file that I could find except one which I was not allowed to delete or rename!

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\PushNotifications\ActivationPlugins\Windows.Internal.Extensions.ApplicationModel.NitroActivator

It would NOT ALLOW ME to install the version I paid for and I own and I'm not happy!

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Hi, I just purchased a brand new dell running the absolute latest operating system and drivers. Everything has installed however Nitro does not. Both the trial and offline installer packages fail to install instantly. No files are deposited in Program files nor any registry entries.

Please update on a fix. 

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Allain Umailin

Hello @DavidBrucePowers,

Thanks for your patience and I apologize for the inconvenience this has caused you.

If you were unable to delete that registry key, could you please reboot your machine to Safe-Mode and try deleting it gain? Running your computer in Safe-Mode will stop some applications / services that might be using that registry entry. To reboot your HP computer to Safe-Mode, kindly refer to this article: https://support.hp.com/ph-en/document/c03439317

After that, reboot your machine to Normal-Mode and then kindly open Windows Explorer > Local C > Program Files. If you are seeing a 'WindowsApps' folder, this is an installation issue that prevented some users to install Nitro successfully. Users who purchased MS Office in Windows 10, via the Online Marketplace were affected by this due to permission issue on that specific folder.

As a workaround, please visit this article and follow the steps properly until step 7: http://kb.gonitro.com/knowledgebase#/search/failed/000003265

Once done with the steps, kindly try reinstalling using the same installers I sent you.

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 by AllainU
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Allain Umailin

Hello @Jarrah,

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

Kindly open Windows Explorer > Local C > Program Files. If you are seeing a 'WindowsApps' folder, this is an installation issue that prevented some users to install Nitro successfully. Users who purchased MS Office in Windows 10, via the Online Marketplace were affected by this due to permission issue on that specific folder.

As a workaround, please visit this article and follow the steps properly until step 7: http://kb.gonitro.com/knowledgebase#/search/failed/000003265

Once done with the steps, kindly try reinstalling using these 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

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 we sincerely apologize for the inconvenience.

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Thanks for this advice, however after successfully completing the 7 steps in cmd prompt I attempted to install the offline installer and got the same result. It fails with no changes being made to my system.

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DavidBrucePowers

AllainU,

I followed your procedure, went into Safe Mode (It doesn't look like it used to with dark background and white type!) and it said 'Safe Mode" on the upper corner of the screen and then went through regedit and found the file... and it wouldn't let me delete it in Safe Mode!

I followed the rest of the procedure and there was no "WindowsApps" folder to be found anywhere!  I downloaded the file and tried to install but no success again!

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Allain Umailin

Hello @Jarrah,

Thanks for your response and patience.

I remember I had a similar case where uninstalling and reinstall MS Office fixed the Nitro Pro 11 installation issue. Could you please try that as well?

Thanks for choosing Nitro Pro and I hope this helps!

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Allain Umailin

Hello @DavidBrucePowers,

Thanks for your patience and my apologies for my delayed response.

Could you please provide the name of the registry entry and its path you're unable to delete even in Safe-Mode by sending me a private message? I would like to know that registry entry so I could replicate it on my machine.

If WindowsApps folder is visible inside C:\Program Files, it could because it is hidden. Kindly unhide Files and Folders for you to see it.

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

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  • 3 weeks later...
DavidBrucePowers

I sent two  different messages with the requested information and never heard back.  I gave up and purchased a new Nitro program because I needed it badly.  Too bad that I had to buy a full version instead of an update since I already owned a version of it!

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  • 9 months later...

Using NitroReader3 since long time - stopped working on a system. Deinstalled and reinstalled. But accidentially I  have installed Nitro Pro 12 as a test.

Deinstalled Nitro Pro 12 after 10 days.

Trying to install Nitro Reader 3 instead: Installation hangs at exact the same point described above:

It looks like Nitro Pro installs a registry-Key that cannot be removed anymore:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\PushNotifications\ActivationPlugins\Windows.Internal.Extensions.ApplicationModel.NitroActivator

Any idea how to remove that "nitroActivator"?

Many thanks for any help, have tried everything I can imagen:

  • deactivated Notification on the computer
  • removed Notification from Group policy
  • started PC in SaveMode

But still the registry key cannot be removed. 

The installer of Nitro Reader hangs with the message 

"Willkommen beim Setup-Assistenten von Nitro Reader 3"

"Das System wird für die Installation vorbereitet. Bitte warten"

(wait for preparing the system to install)

only the CANCEL button is active (Abbrechen).

It is not possible to cancel the action. Even with TaskManager it is difficult to end the hanging installation.

Happy for further help!

 

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