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Grant O
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  • Official Nitronaut
Allain Umailin

Hello @Grant O,

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

I recommend that you repair your Nitro Pro via the Control Panel > Programs and Features. Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. You may refer to this article: http://kb.gonitro.com/knowledgebase#/search/repair/000001641

If repairing didn't help and in order for me to further assist you, could you please provide me with the following?:
-Any changes you're aware of before this happened like installing Windows updates?
-What build of Nitro Pro 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 to Control Panel > Programs and Features
-Does all your physical printers has the latest software / driver installed?
-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

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

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Hi Allain

Thanks for your quick response. I have performed the repair as requested however still no change. In  response to the questions: 

- no changes

- Nitro Pro 12.6.1.298

-printers are updated

-occurs with every pdf file

When repairing I receive the message below:  
"Something is blocking Nitro from proceeding
the following files are in use. You'll have to close these applications before the installation can proceed
-Print Spooler
-Nalpeiron Licensing Service" 

I cannot locate these applications in my Task Manager and thus continued with the repair. Not sure how to include a sample file here as the insert media does not want to take it . 

regards, 

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  • Official Nitronaut
Allain Umailin

Hello @Grant O,

Thanks for your response and for providing these information.

Below image will show where to find Print Spooler and our Nalpeiron Licensing Service by going to Run and running services.msc:

ServiceMSC.thumb.png.974f78cce1deaf1e9263d8e015082d16.png

Kind stop them and run the repair of Nitro Pro 12 again.

Thanks for choosing Nitro Pro and I hope this helps!

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  • Official Nitronaut
Allain Umailin

Hello @Grant O,

Thanks for your response and patience.

Sure, 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 12.6.1.298 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!

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