MattXDR 0 Report post Posted August 1, 2019 Earlier this week I encountered an issue when running Nitro Editor 11. When trying to start the program, I was shown an error box message that Nitro was unable to start and had to be reinstalled. None of my other users at our company had this issue. I went to the Nitro site and downloaded NITRO. What I did not realize is I had downloaded v12. Now I am in trial mode, and my copy is about to expire. I am also having issues removing Nitro 12 from my WIN10 computer, this program no longer shows on my WIN10 uninstall, but the v12 program still runs with a day left. I also tried downloading v11, but it will not load due to the presence of v12. How can I remove v12 and get back my v11? We have 5 licenses. Share this post Link to post Share on other sites
Leslie V. 0 Report post Posted August 1, 2019 Hello @MattXDR, Thanks for reaching out to us! Please use the tool I have provided below to remove all files associated with Nitro Pro and reboot your system.http://install.nitropdf.com/professional_12163574/install-cleanup/install-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/000001671 When your system is back up, close all of your open applications and install Nitro Pro 11 from the page I have provided below:https://www.gonitro.com/nps/product-details/downloads I hope this helps! Share this post Link to post Share on other sites
MattXDR 0 Report post Posted August 2, 2019 Leslie. Thanks for the quick response. Unfortunately it looks like the uninstaller could not perform all the removal tasks. After I ran that program (twice), and rebooted, I get the same message when trying to install NITRO 11 "A later version of Nitro Pro is already installed." I have copied the log file. I get the message: "Error: Can not remove registry by VBS. Error occurred" and the specific registry key noted. I have attached that log. I am running Nitro local on my PC, and I have admin rights. Am I blocked from changing reg keys that are network or server protected, since I am also running on a business network. Microsoft (R) Windows Script Host Version 5.812 Copyright (C) Microsoft Corporation. All rights reserved. [ 8/2/2019 4:33:21 AM ] - [Uninstall Nitro products] [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro PDF Professional 7 [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro PDF Professional [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro Pro 8 [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro Pro 9 [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro Pro 10 [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro Pro [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro Reader 3 [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro Reader 4 [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro PDF Reader [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro PDF Reader 2 [ 8/2/2019 4:33:21 AM ] - [Uninstall] - Nitro Reader [ 8/2/2019 4:33:22 AM ] - [Uninstall] - Nitro PDF DMS [ 8/2/2019 4:33:22 AM ] - [Uninstall] - Nitro DMS [ 8/2/2019 4:33:22 AM ] - [Uninstall] - Nitro PDF Express [ 8/2/2019 4:33:22 AM ] - [Uninstall] - Nitro PDF Express [ 8/2/2019 4:33:22 AM ] - [Uninstall] - Nitro OCR Expansion [ 8/2/2019 4:33:22 AM ] - [Uninstall printers by OS] [ 8/2/2019 4:33:22 AM ] - [Delete all printers files ] [ 8/2/2019 4:33:22 AM ] - [Try to stop spooler] [ 8/2/2019 4:33:22 AM ] - [Wait 5 seconds] [ 8/2/2019 4:33:27 AM ] - [Printer files remove] [ 8/2/2019 4:33:27 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\nitroui*.hlp [ 8/2/2019 4:33:27 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\NxPdfCreator.ini [ 8/2/2019 4:33:27 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\NxPdfCreator.ppd [ 8/2/2019 4:33:27 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\NxPdfUI*.dll [ 8/2/2019 4:33:27 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\nitroui*.hlp [ 8/2/2019 4:33:27 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.ini [ 8/2/2019 4:33:27 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.ppd [ 8/2/2019 4:33:27 AM ] - > Error: Can not remove file. Access denied - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfUI*.dll [ 8/2/2019 4:33:27 AM ] - Try to remove file throw cmd command [ 8/2/2019 4:33:27 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.BPD [ 8/2/2019 4:33:27 AM ] - [Remove file(s)] - C:\WINDOWS\System32\NxPrinterMonitor*.dll [ 8/2/2019 4:33:27 AM ] - [Try to start spooler] [ 8/2/2019 4:33:27 AM ] - [Remove folder(s)] - C:\Users\mglass\AppData\Roaming\Nitro* [ 8/2/2019 4:33:27 AM ] - [Remove folder(s)] - C:\Users\mglass\AppData\Roaming\..\LocalLow\Nitro* [ 8/2/2019 4:33:27 AM ] - [Remove folder(s)] - C:\Users\mglass\AppData\Roaming\..\Local\Nitro* [ 8/2/2019 4:33:27 AM ] - > Error: Access denied during direcotry removing - C:\Program Files\Nitro* [ 8/2/2019 4:33:27 AM ] - Try to remove file throw cmd command [ 8/2/2019 4:33:27 AM ] - [Remove folder(s)] - C:\Program Files\Common Files\Nitro* [ 8/2/2019 4:33:27 AM ] - [Remove folder(s)] - C:\Program Files (x86)\Nitro* [ 8/2/2019 4:33:27 AM ] - [Remove folder(s)] - C:\ProgramData\Nitro* [ 8/2/2019 4:33:27 AM ] - [Remove folder(s)] - C:\Users\mglass\AppData\Local\Temp\Nitro* [ 8/2/2019 4:33:28 AM ] - [Remove file(s)] - C:\Users\mglass\AppData\Local\Temp\Nitro* [ 8/2/2019 4:33:28 AM ] - [Remove Registry Keys] [ 8/2/2019 4:33:28 AM ] - [Registry key removed] - Software\Wow6432Node\Nitro [ 8/2/2019 4:33:28 AM ] - [Registry key removed] - Software\Nitro [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - Software\Nitro [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - Software\BugSplat\nitro_pro7_reader2 [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - SOFTWARE\Microsoft\Windows NT\CurrentVersion\Print\Printers\Nitro PDF Creator (Pro 12) [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.Document [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.Document.12 [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.fdf [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.FDFDoc [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.FDFDoc.12 [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.IE.ActiveDoc [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.IE.ActiveDoc.12 [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.NitroPDFCtrl [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.NitroPDFCtrl.12 [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.pdf [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.PPDFDoc [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.PPDFDoc.12 [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.xfdf [ 8/2/2019 4:33:29 AM ] - [Registry key removed] - \NitroPDF.XFDFDoc [ 8/2/2019 4:33:30 AM ] - [Registry key removed] - \NitroPDF.XFDFDoc.12 [ 8/2/2019 4:33:30 AM ] - [Registry key removed] - \NitroPDFProfessional.MSOfficeAddin12 [ 8/2/2019 4:33:30 AM ] - [Registry key removed] - \NitroPDFProfessional.MSOfficeAddin12.1_x86 [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\NPNitroIE.dll [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - [Registry key removed] - TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8} [ 8/2/2019 4:33:30 AM ] - [Registry key removed] - TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428} [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\NPNitroIE.dll [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Internet Explorer\InternetRegistry\REGISTRY\USER\S-1-5-21-135482287-46112240-147394707-1265\Software\Nitro [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - [Remove Registry Values] [ 8/2/2019 4:33:30 AM ] - [Key registry value removed] - Nitro PDF Creator (Pro 12) from - Software\Microsoft\Windows NT\CurrentVersion\Devices [ 8/2/2019 4:33:30 AM ] - [Key registry value removed] - Nitro PDF Creator (Pro 12) from - Software\Microsoft\Windows NT\CurrentVersion\PrinterPorts [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin11 from - Software\Microsoft\Office\16.0\Excel\AddInLoadTimes [ 8/2/2019 4:33:30 AM ] - [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin12 from - Software\Microsoft\Office\16.0\Excel\AddInLoadTimes [ 8/2/2019 4:33:30 AM ] - [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin11 from - Software\Microsoft\Office\16.0\Outlook\AddInLoadTimes [ 8/2/2019 4:33:30 AM ] - [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin12 from - Software\Microsoft\Office\16.0\Outlook\AddInLoadTimes [ 8/2/2019 4:33:30 AM ] - [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin11 from - Software\Microsoft\Office\16.0\PowerPoint\AddInLoadTimes [ 8/2/2019 4:33:30 AM ] - [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin11 from - Software\Microsoft\Office\16.0\Word\AddInLoadTimes [ 8/2/2019 4:33:30 AM ] - [Key registry value removed] - NitroPDFProfessional.MSOfficeAddin12 from - Software\Microsoft\Office\16.0\Word\AddInLoadTimes [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11} [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands [ 8/2/2019 4:33:30 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12 [ 8/2/2019 4:33:30 AM ] - Try to delete key with using cmd commands Clenup finished. Press [ENTER] to exit... Share this post Link to post Share on other sites
MattXDR 0 Report post Posted August 5, 2019 Anything?????? Share this post Link to post Share on other sites
MattXDR 0 Report post Posted August 6, 2019 Sorry NITRO Team. It appears that NITRO has no support and the online community is fairly useless after one answer. I am very disappointed, and will certainly tell other businesses about my interactions. This is not the way Adobe got where they are. I also assume this will neither be posted, nor replied to Share this post Link to post Share on other sites
AllainU 0 Report post Posted August 6, 2019 Hello @MattXDR, Our sincere apologies for the delayed response. 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! Share this post Link to post Share on other sites
MattXDR 0 Report post Posted August 7, 2019 Thanks for responding. I actually went through and installed and paid for NITRO 12 update, even after trying the removal/cleanup tool, I was left with no other option, other than Adobe, since I needed the pdf editing feature. Purchasing the update was not my first choice, but was my only choice left. Share this post Link to post Share on other sites
