Issue with sharing files with the NITRO app

[Diego B]

Good morning,

I am not able to share files through the Nitro app.

Error: Unable to connect to the Internet. Please check your connection and try again.

I am using Nitro Pro 12.

I already check the network and my connection is private, also the proxy settings and everything looks good. Checked the firewall and nothing is blocked, I even turn off the firewall. Also checked that I am log in the corner and also I have access to the nitro cloud using internet explorer.

Please let me know how can I fix this.

Thanks,

Diego

[Allain Umailin]

Hello @Diego B,

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

In order for me to further assist you, could you please logout from Nitro Cloud? Please refer to the attached screenshot:

This message normally occurs when Nitro Cloud is logged and integrated in Nitro Pro. If the user is not connected to the Internet, opening Nitro Pro will automatically ask Nitro Cloud to

I above did not help, could you please checking the following on the affected machine?:
-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 or you can go to Control Panel > Programs and Features.
-Are you able to connect to Nitro Cloud using a web browser by accessing https://cloud.gonitro.com
-Since you are connected to the Internet via Proxy, have you tried connecting to the Internet without it? How did it go?
-Do you see the 'Login' link below X button at the upper-right-corner of the program?

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

[Diego B]

Good afternoon,

I tried to logout and I had the same error:

These are the answer to your questions: Unable to connect to the Internet. Please check your connection and try again.

- Nitro Pro 12.10.1.487

- I am able to connect to Nitro Cloud using a web browser (https://cloud.gonitro.com)

- I am not connected using a proxy. I connect directly to the internet.

- I can see the Login link below the X button.

Let me know what can I do. Thanks,

Diego

[Allain Umailin]

Hello @Diego B,

Thank you for this information.

To further troubleshooting, please run a repair of your Nitro Pro by referring to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 

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

[Diego B]

Hi @AllainU,

Thanks for your response. 

I tried to repair Nitro Pro and it didn't work either. Also, I deactivate it, uninstalled it, restarted the computer, re-installed it and activate it back and it didn't work either.

Please let me know if there is something else we can do.

Thanks,

Diego

[Allain Umailin]

Hello @Diego B,

Thank you for your patience.

In order for me to further assist you with your concern, could you please provide the serial number of your Nitro Pro?

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. 

[Diego B]

Good morning @AllainU,

I have sent the info by private message.

Thanks,

Diego