Freezing w/ "Windows Installer" when creating from different format

[Launce 0]

I've used Nitro for many years with no problem.  Current version is 11.0.3.134, under Windows 10.

But recently, whenever I try to create/convert into PDF -- from a file, from scanner, etc. --  a "Windows Installer" window opens, and the program freezes. 

Cancelling the "Windows Installer" window closes that window, but Nitro is still frozen on the "Create PDF Files" dialog.

Reinstalled Nitro 11, same problem.  Ran a trial copy of Nitro 12, same problem.

Any thoughts?
 

[AllainU 0]

Hello @Launce,

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?
-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.
-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.
-A screen shot of the error message you are receiving and/or any important information. To find out how to take a screen shot, check out this link: https://kb.gonitro.com/knowledgebase/#/search/screen/000004108 

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

[Launce 0]

Thank you.

• It is a new issue.
• S/N 1039xxxx
• Happens with every file, create from clipboard, or scan to pdf from within Nitro.
• I'd attach a screenshot but this program doesn't seem to allow it.

Edited September 25, 2019 by AllainU

[Launce 0]

It doesn't happen on my Windows 10 laptop installation.

 

[AllainU 0]

Hello @Launce,

Thank you for these information.

Kindly note that our serial number has the format of 23460x-xxxxxx-xxxxxx where 'x' are random numbers. Do you have this information after purchasing the program?

Once you have it, kindly send it along with the screenshot of the issue by hovering your mouse on top of my name 'AllainU' and select 'Message'. 

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