NP 12 Crashes upon install

[John Hoss]

As a long time user of Nitro Pro I am about to toss it.   A few months ago I upgraded 2 licenses to NP 12.  One upgraded just fine.  The other crashes upon start.  After numerous download, removal, and re-installation -- no progress.   Last month NP ran a sale.  I tried again.  No luck.  I sent help requests to Tech Support -- No response.    This install is on a Win 10 Pro Lenovo laptop.

Anyone else have this experience?

 

 

[Allain Umailin]

Hello @JRH,

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

When you attempted to install Nitro Pro 12, did you receive an error message? Could you please provide a screenshot of the error?

Also, are you seeing a hidden folder 'WindowsApps' inside C:\Program Files directory?

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

[John Hoss]

>Also, are you seeing a hidden folder 'WindowsApps' inside C:\Program Files directory? Yes.

The error message is  Nitro Pro Setup WIzard has failed.    Not much to go on with this one.

Forgive me, but I do not see a method of including a screenshot.

Edited July 17, 2019 by AllainU

[Allain Umailin]

hello @JRH,

My apologies if you don't get an option to upload the screenshot.

To further assist you, please be informed we have identified that the cause of this issue is permission/ownership access to WindowsApps folder. Even if your Windows account is a member of Administrator group or you are logged in using administrator account, the installation will fail as the account does not have permission/ownership to access WindowsApps folder. To confirm this, here are the steps:

1. Enable the 'Hidden items' in Windows Explorer as the WindowsApps is hidden by default.
2. Go to C:\ProgramFiles\ then double click WindowsApps folder. A window will pop-up telling you that 'You don't currently have permission to access this folder'

As a workaround, kindly follow these steps:

1. Carefully follow the steps up to step 7 on this KB article: http://kb.gonitro.com/knowledgebase#/search/failed/000003265 

Please take note of the following: 
• You are required to run CMD in administrator mode. 
• If Windows says '-' is not recognized as an internal or external command, operable program or batch file, remove the '-' when executing the commands.

The above article will allow your user account to take ownership and gain permission to access the WindowsApps folder. 

2. Go back to C:\ProgramFiles\ then double click WindowsApps folder.
3. Click 'Continue' to permanently get access to this folder.
4. At this point, since your user account already have permission and ownership to the folder, clicking Continue will give you access to WindowsApps folder. 
5. 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.

After the above steps, 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.proceed on installing 

Then install Nitro Pro 12.16 using below offline installers:

x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi 
x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x64.msi

If you are not sure which to pick, this will help: http://kb.gonitro.com/knowledgebase#/search/64/000001874 

After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate and entering your serial number.

Thanks for choosing Nitro and I hope this helps!

[John Hoss]

AllainU,

Thank you for this information.

I found it, or something similar in the Knowledge Base.   

I got an error, but I will try again when I get home from work.