Pro 12 freezing - will not launch

[Virginia]

Our office purchased the latest Nitro Pro in October for 4 users.  One of our users received an error during  mid-save of a pdf this week.  Now the application will not reload.  We tried to "repair" the program, but that did not solve the issue.  We have uninstalled and reinstalled Nitro Pro on that computer, but it will not allow the computer to launch the program.  It asks to send a crash report, but the problem is not resolved.  What else can be done to allow this program to run on that computer. Thank you.

[Allain Umailin]

Hello @Virginia,

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 serial number of your Nitro Pro?

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

[Allain Umailin]

Hello @Virginia,

Thank you for providing the serial number of your Nitro Pro 12.

Let us try some troubleshooting by referring to these steps on the affected machine:
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. Run MS FixIt to uninstall your Nitro Pro 12: https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed
3. Reboot your machine.
4. 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.
5. 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

6. 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!