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Nitro Pro Trial Freezing files > 1MB


DT_Nate_F
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Team,

I have recently installed Nitro Pro and am evaluating it before deciding to purchase a license.  Day two of my evaluation, I noticed that PDF files that are > 1MB Cause the program to crash and stop responding.  Task Manager shows the CPU churning at about 30% for the NitroPDF program but the file never opens.  I end up with a "The Program has stopped responding" message.  I can close the program and open it back up and open a file < 1mb all day long.  The files are stored on the local hard disk.  The files also open up fine in Edge.  I downloaded a couple of random PDF files to test the 1mb theory and anything under 1mb opened fine, over 1mb, Nitro Pro freezes

What is going on here?  Windows 10 Pro, Intel I3 3.4Ghz, 8GB RAM, SSD. 

Thanks! Nate

Edited by DT_Nate_F
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  • Official Nitronaut
Allain Umailin

@DT_Nate_F,

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

As part of our troubleshooting steps, 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 that did not help, please try these steps:
1. Download our Clean Up utility: 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

2. Extract the utility to the desktop (it doesn't always run from the zip)
3. Run the utility.
4. 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 the latest version of Nitro Pro 11 using below offline MSI 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

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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