Crashing when undo button is selected

[Mel20]

I am new to Nitro Pro, but every time I have used it over the past month if I select the Undo button or Ctrl + Z the document crashes and I am brought to a recovery document that may or may not have my most recent edits. Is there a fix for this?

[Allain Umailin]

Hello @Mel20,

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

In order for me to further assist you with your concern, could you please send me a private message and provide the following?:
-The serial number of your Nitro Pro and its build (format is 12.X.X.X, e.g. 12.0.0.112). You can find these out by clicking on 'About Nitro Pro' under the Help tab
-What OS is installed in your computer (Windows 7, 8.0, 8.1 or 10 and whether it is 32-bit or 64 bit)?
-Does this happen with every file? If it's a single file, please send us the sample file (with sensitive information extracted) so I can replicate it on my end
-Where are the files saved (local, a shared drive or an external drive) when you’re trying to select Undo or CRTL+Z? Can you check if you have the same issue when the file is saved locally?

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

[Mel20]

Hello AllainU,

Thank you for responding quickly.

The serial # is 234600-xxxxxx-yyyyyy

The OS is Windows 7, 64 bit

I've been working on one file, but a few different versions are saved. It has happened when saved to my desktop and on a shared drive.  

I am sending the file regarding a saving issue as well. Thank you!

Edited November 28, 2018 by AllainU

[Allain Umailin]

Hello @Mel20,

Thanks for providing these information.

I opened the sample PDF you sent me using my Nitro Pro 12.6.1.298, performed your workflow (click Undo or pressing CTRL+Z) and it didn't crash.

What build of Nitro Pro 12 are you working with? 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) or you can go Control Panel > Programs and Features.

If it's not 12.6.1.298, would it be fine to update to this build? If yes, please refer 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 12.6.1.298 using below offline installers:
x32 http://install.nitropdf.com/professional_1261298/en/burn/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_1261298/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!

[Mel20]

That was the fix. Thank you!