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Nitro Pro 12 Word Add-In Advanced Tab Crashing


Sharon
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I recently upgraded to Nitro Pro 12 and am using Word 2013 through Windows 10 Enterprise.  The Nitro Pro Add-in in Word keeps crashing Word if I select the Advanced tab.  Note that upon first installation, this Advanced tab worked in Word.  The Advanced tab works in the Add-Ins for Outlook, Excel and PowerPoint with no issues.  Only the Word Advanced tab fails.  It crashes Word requiring a close and recovery. Other functions within the Word Add-in work.

I have uninstalled and re-installed Nitro Pro but the Add-In still crashes Word.

I have updated the add-ins via Nitro Pro - Help - Support Tools - PDF Creation.  Update is successful but problem still exists.

The add-in in Word is listed as Nitro.OfficeAddin.Net.Proxy.12.dll

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  • Official Nitronaut
Allain Umailin

Hello @Sharon,

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

In order for me to further assist you, 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?

Also, please provide a screen shot of the error message you are receiving and/or any important information. To find out how to take a screen shot, check out this link: http://kb.gonitro.com/knowledgebase#/search/screenshot/000001980

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

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Thanks!  The version is Nitro Pro 12.6.1.298

The error is simply Word (Not Responding) followed by options to Restart, Close, or Wait for Response.

 

 

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  • Official Nitronaut
Allain Umailin

Hello @Sharon,

Thanks for response and for providing these information.

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.
 
Looking forward to hearing back from you soon.

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