Files Damaged

[Ruth]

Hello,

We use Nitropro for redacting personal data and are finding that files are often saying that they cannot be opened as they are 'damaged and cannot be repaired'.  This can happen sometimes when it crashes on us, but it can also happen randomly eg. saved fine but won't re-open.

Is there any reason as to why it is doing this? Or anything we can do to stop it / to save us losing the work already done?

Thanks,

Ruth

[Leslie V]

Hello Ruth,

Sorry to hear you are experiencing this!

Please provide us with the following so we can troubleshoot:

- sample files for testing

- the exact steps you are taking

- the exact build of Nitro Pro that you are using (You can retrieve this information by going to the Help tab> About Nitro Pro.)

- some screenshots of what youa re seeing

Thanks!

[Ruth]

Hi Leslie,

Thanks for the quick response!  Unfortunately I can't provide a sample file right now as they all contain personal data, but will try to create a new test one for you.

In the meantime, please find attached the Error message we are seeing: The document xxx_redacted.pdf could not be opened because it's damaged and cannot be repaired.

The version we are using is: Nitropro 12.3.0.240 c. 2005-2018.

In terms of steps we are taking, we typically use Nitropro to support redacts from subject access requests, so we use the 'mark for redactions', save file, later 'apply all redactions', save file, password protect, remove metadata etc.

Thanks