Call Out button freezes Nitro Pro 12

[caboscaljon]

I have Nitro Pro 12 loaded on a Windows 10 laptop.  When the user tries to use the Call Out button to make notes on a PDF - Nitro Pro freezes up and is not useable

[caboscaljon]

I really would like to hear back on this-  Anyone?

[Allain Umailin]

Hello @caboscaljon,

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 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?
-How many users reported this when using this software so far?
-Nitro Pro build (format is 12.X.X.X, e.g. 12.0.0.112) the user is working with. You can find this out by clicking on 'About Nitro Pro' under the Help tab or you can go to Control Panel > Programs and Features.
-Does this happen with every file? If it is a single file, please send us the sample file (with sensitive information extracted) by sending me a private message so I can replicate it on my end. 
-Where are the files saved (local, a shared drive or an external drive) while the users is working on it? Can you check with the user if same issue is present when the file is saved locally?

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

[caboscaljon]

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 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?

This has happened since the install of nitro pro

-How many users reported this when using this software so far?

She is the only one.

-Nitro Pro build (format is 12.X.X.X, e.g. 12.0.0.112) the user is working with. You can find this out by clicking on 'About Nitro Pro' under the Help tab or you can go to Control Panel > Programs and Features.

12.0.0.112

-Does this happen with every file? If it is a single file, please send us the sample file (with sensitive information extracted) by sending me a private message so I can replicate it on my end. 

She works with blueprints on PDFs.  She needs to make notations on the blueprint using the Call Out button.  When ever she clicks on this option – her Nito Pro freezes up.  I believe this is the only time that this happens

-Where are the files saved (local, a shared drive or an external drive) while the users is working on it? Can you check with the user if same issue is present when the file is saved locally?

The files are saved/kept on a shared network drive.  I will check to see if it happens on local files.

[Allain Umailin]

Hello @caboscaljon,

Thank you for this information.

While you are checking if the issue is present when the PDF file is saved locally, could you please provide the serial number of the Nitro Pro the user is working with?

To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

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.