DPBraun Posted September 24, 2019 Report Share Posted September 24, 2019 Nitro crashes when opening pdf files which opened without issue in previous versions. Windows 7 operating system Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted September 25, 2019 Official Nitronaut Report Share Posted September 25, 2019 Hello @DPBraun, Thank you for reaching out to us through our Community Forums and my apologies for this inconvenience. In order for me to further assist you with your concern, does this happen with every file or only those with images in it? Thank you very much in advance and I am looking forward to hearing back from you. Link to comment Share on other sites More sharing options...
DPBraun Posted September 25, 2019 Author Report Share Posted September 25, 2019 Not every file but those with graphics seem to. I sampled about four files. Some company promotional materials, Word files with graphics, CorelDraw image saved as pdf. All had an error. The CorelDraw to pdf genetated the error COM Surrogate stopped working. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted September 25, 2019 Official Nitronaut Report Share Posted September 25, 2019 @DPBraun, Thank you for for these information. Please send us the sample files (with sensitive information extracted) by sending me a private message so I can replicate it on my end. To send it via private message, hover 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. Link to comment Share on other sites More sharing options...
leonnow Posted September 26, 2019 Report Share Posted September 26, 2019 I am having the same problem. I ordered the 13 upgrade, got the email notice to download trial, did so, then followed cleverbridge instruction to activate license, which was successful. Nitro pro opens, but when I attempt to do anything, like create a pdf from Word, or open a prior PDF saved on computer, it crashes, and asks if I want to send a report. I sent one. Running on a lenovo with windows 10, 64 bit. Leon 1 Link to comment Share on other sites More sharing options...
Jena Evans Posted September 26, 2019 Report Share Posted September 26, 2019 I'm having the same issue, also w/ Windows 7 x64. Many of my documents have some type of image. At first Pro 13 opens smaller documents, sans images, however it eventually won't open anything without crashing. It also doesn't seem to like more than two documents open at the same time with the third document opening a new tab, but the document is not visible. Restarting my machine helped at first, but then the program began to crash again. Link to comment Share on other sites More sharing options...
escrowplus@comcast.net Posted September 27, 2019 Report Share Posted September 27, 2019 The program crashes when I upload documents. Upgraded to the new fall version. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted September 27, 2019 Official Nitronaut Report Share Posted September 27, 2019 Hello everyone, Thank you for reaching out to us through our Community Forums and our sincere apologies for this inconvenience. Good day @escrowplus@comcast.net, After checking your account, I can see you already submitted a support ticket. For better case handling, kindly wait for a Nitro Support Representative's email message through the support case. Hi @SnapHappyScrapper, To further assist you with your concern, Nitro support team decided to created a support ticket on your behalf. For better case handling, please wait for a Nitro Representative's email through the support case. Cheers! Hello @leonnow, We can't seem to find your purchase using your email address. 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'. Thank you very much in advance and I am looking forward to hearing back from you. Link to comment Share on other sites More sharing options...
ryanweb Posted September 27, 2019 Report Share Posted September 27, 2019 Same issue with constant crashing here - on opening a PDF or converting multiple types of documents to a PDF. Never had these issues with 12. Already uninstalled and did a completely clean new install. This is a v13 problem. Windows 10 x64. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted September 27, 2019 Official Nitronaut Report Share Posted September 27, 2019 Hello @ryanweb @leonnow, Thank you for your patience and our sincere apologies for this inconvenience. Our product team just released a new build for Nitro Pro 13 to address this crashing issue so please try the new installer from this page: https://www.gonitro.com/nps/product-details/downloads Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
Jena Evans Posted September 30, 2019 Report Share Posted September 30, 2019 Thank you for the update to 13, the crashing problems have been resolved. Link to comment Share on other sites More sharing options...
Schu Posted October 2, 2019 Report Share Posted October 2, 2019 I am also having the same problem. Every Time I open a PDF the program crashes and I fill out the Popup screen. Has been happening since I installed V13. Link to comment Share on other sites More sharing options...
Schu Posted October 2, 2019 Report Share Posted October 2, 2019 I grabbed the file above and the crashes have stopped. Wish you posted updates on your site or added the option in the software. If you have, let me know where I can find it. This lasted a week without anyone getting back to me to let me know I just needed to try the update. I filled out dozens of crash reports with my email address. Link to comment Share on other sites More sharing options...
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