254154643 Posted March 6, 2019 Report Share Posted March 6, 2019 After upgrading to version 12.10.1.487 some users are getting an error when attempting to open PDFs housed on SharePoint document libraries. This occurs regardless of whether the Nitro PDF IE SharePoint add-in is enabled or disabled. IE version is 11.2791.14393.0 for problematic users, I am unable to replicate error with 11.590.17134. I wasn't able to locate any topics related to this error message. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 6, 2019 Official Nitronaut Report Share Posted March 6, 2019 Hello @254154643, 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. Link to comment Share on other sites More sharing options...
ihu Posted April 3, 2019 Report Share Posted April 3, 2019 (edited) Hi, We have the same precise issue, when opening scanned PDF's that we have received externally. PDF's can be opened via Adobe Acrobat Reader/Pro DC. Has the above issue been resolved? /ihu Edited April 3, 2019 by ihu Added Acrobat + info. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted April 3, 2019 Official Nitronaut Report Share Posted April 3, 2019 Hello @ihu, 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 following?: -The serial number of your Nitro Pro. This matters because our business installers are different from the online ones. -Nitro Pro build (format is 12.X.X.X, e.g. 12.0.0.112) you are 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 this happen with every PDF file saved in SharePoint 2013? If you open Nitro Pro > File > Open, were you able to open the PDF file saved in SharePoint? How about saving, are you having issues as well? Thank you very much in advance and I am looking forward to hearing back from you. Link to comment Share on other sites More sharing options...
ihu Posted April 4, 2019 Report Share Posted April 4, 2019 Hi, I think our serial number and info can be found in this recent incident that was create at Nitro for a different issue: INC0216732 We have Nitro installed on a Windows Server 2012 R2 - so most likely a Business Installer. We're running 12.10.1.487. Yes, when opening directly in Nitro - we get the error We are not able to open the file - due to the error... which only gives you the dialog/option to press "ok"... I don't know if it has something to do with the "sensitivity" of the PDF formatting - when compared to Adobe Acrobat Pro DC.... Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted April 4, 2019 Official Nitronaut Report Share Posted April 4, 2019 Hello @ihu, Thanks for providing this information. To further assist you with your concern, a support ticket was created on your behalf and a colleague of mine just sent you an email. For better case handling, kindly continue responding through the support case. Cheers! Link to comment Share on other sites More sharing options...
Ronald Obwoni Posted March 25, 2021 Report Share Posted March 25, 2021 On 3/6/2019 at 11:22 PM, AllainU said: Hello @254154643, 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. You keep on saying we contact you personally where is your email and contacts? Link to comment Share on other sites More sharing options...
Ronald Obwoni Posted March 25, 2021 Report Share Posted March 25, 2021 On 4/3/2019 at 11:12 PM, AllainU said: Hello @ihu, 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 following?: -The serial number of your Nitro Pro. This matters because our business installers are different from the online ones. -Nitro Pro build (format is 12.X.X.X, e.g. 12.0.0.112) you are 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 this happen with every PDF file saved in SharePoint 2013? If you open Nitro Pro > File > Open, were you able to open the PDF file saved in SharePoint? How about saving, are you having issues as well? Thank you very much in advance and I am looking forward to hearing back from you. You keep on saying we contact you personally where is your email and contacts? Link to comment Share on other sites More sharing options...
Gian Maldonado Posted February 24, 2022 Report Share Posted February 24, 2022 We have the same issue. The current version is 13.6.0.108 It used to work fine on version 11.0.3.134 Please advise. Thanks Link to comment Share on other sites More sharing options...
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