Stephen Collins 0 Report post Posted June 19, 2019 (edited) When I click on and try to open any saved PDF, try to create a PDF, etc, I am unable to open and it asks me if I want to open using Internet Explorer or some other program/app. When I click on and try to open the Nitro Pro icon shortcut on my desktop, it gives me the following error message - "Explorer.EXE The item referred to by this shortcut cannot be accessed. You may not have the appropriate permissions." Please see the linked screenshot for reference - https://www.dropbox.com/s/iuevc1e83o0z3sp/Screenshot%202019-06-19%2015.11.31.png?dl=0 I'm not at all computer/tech savvy so please be as detailed and simple in your help as possible. Perhaps the easiest and simplest thing to do would be to help me by phone. My direct phone number is 843-303-3331, and email is stephencollins@xxxxxxxxxx.rr.com or Stephen@scxxxxxxx.com. THANK YOU!!! Edited June 21, 2019 by AllainU Quote Share this post Link to post Share on other sites
AllainU 0 Report post Posted June 19, 2019 Hello @Stephen Collins, 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?: -Is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened? -Nitro Pro 11 build (format is 11.X.X.X, e.g. 11.0.7.411) you are working with. You can find this out by going to Control Panel > Programs and Features. -Have you tried running a repair of your Nitro Pro 11? You may refer to this article: http://kb.gonitro.com/knowledgebase#/search/repair/000001641 Thank you very much in advance and I am looking forward to hearing back from you. Quote Share this post Link to post Share on other sites
Stephen Collins 0 Report post Posted June 19, 2019 I purchased and installed Nitro Pro 11 on 6/28/2017. - New issue as of 6/19/2019 - No changes before this that I'm aware of - I WAS GUESSING THAT MAYBE THE PROBLEM IS THAT I HAVEN'T DOWNLOADED/UPDATED TO NITRO PRO 12?????? I TRIED DOWNLOADING NITRO PRO 12, AND IT GAVE ME AN ERROR SAYING "SOMETHING IS BLOCKING NITRO FROM PROCEEDING. NALPEIRON LICENSING SERVICE. SEE LINK TO SCREENSHOT OF PROBLEM https://www.dropbox.com/s/t05r4zk8101w3ne/Screenshot 2019-06-19 18.23.08.png?dl=0 - Nitro Pro 11 build (format is 11.X.X.X, e.g. 11.0.7.411) you are working with. You can find this out by going to Control Panel > Programs and Features. - I HAVE NO CLUE WHAT THIS MEANS WHATSOEVER!!! - -Have you tried running a repair of your Nitro Pro 11? You may refer to this article: http://kb.gonitro.com/knowledgebase#/search/repair/000001641 - I DON'T KNOW HOW TO DO THIS...NEED FURTHER, DETAILED INSTRUCTION FOR DUMMIES Quote Share this post Link to post Share on other sites
Stephen Collins 0 Report post Posted June 20, 2019 The repair will not work either. It's saying the following "SOMETHING IS BLOCKING NOTRO FROM PROCEEDING." I don't know what this is, what this means, etc. PLEASE HELP!!! Quote Share this post Link to post Share on other sites
Stephen Collins 0 Report post Posted June 20, 2019 It's giving me Error Code: 0xc000007b - PLEASE HELP!!!! Quote Share this post Link to post Share on other sites
AllainU 0 Report post Posted June 21, 2019 Hello @Stephen Collins, Thank you for providing this information. To further assist you with your concern, Nitro support team decided to created a support ticket on your behalf. For better case handling, kindly respond to the email message that was sent to you through the support case. Cheers! Quote Share this post Link to post Share on other sites
dck50 0 Report post Posted June 23, 2019 I am having the same problem. Nitro appears to open but will not open on the screen, i.e. you can't read documents. I ran repair. Can you help? Quote Share this post Link to post Share on other sites
Ari 0 Report post Posted June 24, 2019 Hi Allain. This is Ari. I’m tech support for Stephen. We have tried to uninstall again. It still says something is blocking nitro from proceeding. We have deleted program files, tried to run a repair, created a new user profile and tried other solutions but are still having issues. Something is blocking nitro. Please help. Ari & Stephen Quote Share this post Link to post Share on other sites
AllainU 0 Report post Posted June 24, 2019 Hello @Ari, Thank you for your patience and for helping Stephen. To further assist you, I just replied to the support case under Stephen for better case handling. We will wait for your response through the support case. Cheers! Hi @dck50, Thank you for reaching out to us through our Community Forums! Went you open Nitro Pro, do you its icon in the Taskbar and nothing happens when you click on it? Thank you very much in advance and I am looking forward to hearing back from you. Quote Share this post Link to post Share on other sites
Ari 0 Report post Posted June 27, 2019 Hi. I'm sorry if I'm not responding the right way but here it is Quote Share this post Link to post Share on other sites
AllainU 0 Report post Posted June 28, 2019 Hello @Ari, Thank you for providing this screenshot. To further assist you, I already responded to the support ticket under Stephen Collins for better case handling. We will wait for your response through the support thread. Cheers! Quote Share this post Link to post Share on other sites
dck50 0 Report post Posted July 3, 2019 On 6/24/2019 at 1:04 PM, AllainU said: Hello @Ari, Thank you for your patience and for helping Stephen. To further assist you, I just replied to the support case under Stephen for better case handling. We will wait for your response through the support case. Cheers! Hi @dck50, Thank you for reaching out to us through our Community Forums! Went you open Nitro Pro, do you its icon in the Taskbar and nothing happens when you click on it? Thank you very much in advance and I am looking forward to hearing back from you. Hi, yes the icon is in the taskbar and nothing happens when I click it. I am so frustrated. I have uninstalled, rebooted, run as administrator, entered the serial number, etc., etc. so many times. Can you help? Quote Share this post Link to post Share on other sites
AllainU 0 Report post Posted July 3, 2019 Hello @dck50, Thank you for reaching out to us through our Community Forums! This is a common scenario when multiple monitors are being used. When Nitro Pro is opened on a monitor that is later disconnected, it won't default to a current "active" display which causes Nitro Pro to display on the missing monitor. Kindly try these steps: 1) Focus on Nitro Pro by clicking on it on the Taskbar. 2) Press the Windows key + Left/Right arrow until Nitro Pro appears. Thank you for choosing Nitro and I hope this helps! Quote Share this post Link to post Share on other sites
dck50 0 Report post Posted July 3, 2019 I am not using multiple monitors. The problem is that NitroPro will not open -- it opens but only as a tiny icon in the task bar. Quote Share this post Link to post Share on other sites
AllainU 0 Report post Posted July 3, 2019 Hello @dck50, Thank you for this information. In order to further assist you, 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. 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 installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package. 4. Download and install Nitro Pro 11.0.8.470 using below offline installers: 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 If you are not sure which to pick, this will help: http://kb.gonitro.com/knowledgebase#/search/64/000001874 4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate and entering your serial number. Thank you very much in advance and I am looking forward to hearing back from you. Quote Share this post Link to post Share on other sites
dck50 0 Report post Posted July 3, 2019 Will do. Wow. Thanks. Donna Quote Share this post Link to post Share on other sites
