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Nitro Pro Setup Wizard has failed


CACUDet
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I get this error when I try to install nitro_pro12.exe

Windows 7 Pro SP1

64 bit

16GB Ram

Intel I5-6500

 

I suspect this is due to the user account that I have not being an administrator.  I tried to install into an attached spare hard drive, and also tried installing into my own user directory.

It would be nice if you offered an option of a portable version of the software that does not require a support ticket with my IT department to install.

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Allain Umailin

Hello @CACUDet,

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?

This matters because our business installers are different from the online ones.

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

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I follow the directions to transfer Pro 11 to my new computer and it fails everytime.  I deactivate it from my old computer.  

I go here https://blog.gonitro.com/2014/12/move-nitro-pro/

Here https://www.gonitro.com/nps/product-details/downloads

Download Nitro Pro 11 My serial number is 234601-xxxxxx-xxxxxx this is for the question about the installation problem

Then I get a white box that says Nitro Pro Setup Wizard has Failed

Edited by AllainU
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Allain Umailin

Hello @Howard,

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

Kindly open Windows Explorer > Local C > Program Files. If you are seeing a 'WindowsApps' folder (to unhide this folder, please refer to https://support.microsoft.com/en-ph/help/14201/windows-show-hidden-files), this is an installation issue that prevented some users to install Nitro successfully. Users who purchased MS Office in Windows 10, via the Online Marketplace were affected by this due to permission issue on that specific folder.

As a workaround, please visit this article and follow the steps properly until step 7: http://kb.gonitro.com/knowledgebase#/search/failed/000003265

After performing steps 1 to 7, please perform these additional steps:
1. Enable the 'Hidden items' in Windows Explorer as the WindowsApps is hidden.
2. Go to C:\ProgramFiles\ then double click WindowsApps folder.
3. Click 'Continue' to permanently get access to this folder.
4. Close WindowsApps folder then open it again, you should no longer get the message 'You don’t currently have permission to access this folder' pop-up message.

Then kindly try reinstalling using our offline installer below:

x64-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x64.msi
x32-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x86.msi

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 we sincerely apologize for the inconvenience.

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I did not purchase MS Office in Windows 10 so that can't be the problem. Are you allowed to do screen shares?  I bought Nitro with 2 licenses that I have never used and I have the same problem.  Is it possible to get actual hands on customer service?

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I have these serial numbers that I cannot use.

234600-xxxxxx-xxxxxx

234600-xxxxxx-xxxxxx

234601-xxxxxx-xxxxxx

Can you send me a link where I can use them?  One is for two licenses that are not being used at all.  One is on an old PC I am getting rid of and happy to deactivate, the other is on a laptop and we are keeping.  We need to buy two more of these for new employees but if it is going to be such a hassle we will need to go elsewhere. A link that will accept these serial numbers would fix everything. 

Edited by AllainU
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17 hours ago, AllainU said:

Hello @CACUDet,

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?

This matters because our business installers are different from the online ones.

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

This is the trial version.

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Allain Umailin

Hello @Howard,

Thanks for your responses and my apologies for the delay.

14 hours ago, Howard said:

I did not purchase MS Office in Windows 10 so that can't be the problem. Are you allowed to do screen shares?  I bought Nitro with 2 licenses that I have never used and I have the same problem.  Is it possible to get actual hands on customer service?

If you didn't purchase MS Office, kindly open Windows Explorer > Local C > Program Files. Do you see a 'WindowsApps' folder (to unhide this folder, please refer to https://support.microsoft.com/en-ph/help/14201/windows-show-hidden-files)?

 

13 hours ago, Howard said:

I have these serial numbers that I cannot use.

234600-xxxxxx-xxxxxx

234600-xxxxxx-xxxxxx

234601-xxxxxx-xxxxxx

Can you send me a link where I can use them?  One is for two licenses that are not being used at all.  One is on an old PC I am getting rid of and happy to deactivate, the other is on a laptop and we are keeping.  We need to buy two more of these for new employees but if it is going to be such a hassle we will need to go elsewhere. A link that will accept these serial numbers would fix everything. 

To download install these Nitro Pro 11 products, you may visit this article: kb.gonitro.com/knowledgebase#/search/sunset/000001632

If you encountered any issue, please do let me know so I can assist you further.

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

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Allain Umailin

Hello @CACUDet,

Thanks for letting me know you are trialing Nitro Pro.

To further assist you, 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 Nitro Pro 12 using this offline installer: http://install.nitropdf.com/professional_12101487/en/burn/nitro_pro12_ba_x64.msi 

Thanks for choosing Nitro Pro and I hope this helps!

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I don't feel like you are understanding the problem.

The installer requires administrative privileges to run.  Unless you have a portable version of the application or one that can install without windows admin rights; I think I'm done here.

 

Thank you
 

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Sorry, I give up.  Your customer service is hopeless.  I will be going somewhere else.  You might want to try getting a telephone number. 

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Allain Umailin

Hello @CACUDet,

Thanks for your response and patience.

At the moment, we do not have a portable version of our application that will install without full permission on any machines.

My apologies for this inconvenience

 

Hello @Howard,

Thanks for your response and sorry if you're having problems transferring your Nitro Pro 11 on your new machine.

To further assist you with your concern, I created a support ticket on your behalf.

I will wait for your response through the support case.

Cheers!

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