Jump to content
Want more features in Nitro PDF Pro? ×

Crash when managing signatures - V13.2.3.26

Edwin Courts

By Edwin Courts
in Crashing/Freezing

 Share

Recommended Posts

  • Power User
Edwin Courts

Edwin Courts

Posted
  • Power User
Posted

I've just bought the update and upgraded from V12 to V13.2.3.26 - Upgrade worked fine and my settings have been correctly carried over from the old version.

However whenever I try to manage my stored Quicksign Signatures ("Quicksign"->"Manage Signatures") the application crashes. I've tried opening many different documents but always get the same crash. I've "repaired" the installation and re-booted from new. Problem still exists.

Thoughts anyone?

Link to comment
Share on other sites
  • Official Nitronaut
Allain Umailin

Allain Umailin

Posted
  • Official Nitronaut
Posted

Hello @Edwin,

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

I went ahead to manage my stored QuickSign Signatures and I am unable to replicate the issue.

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?
-Is the program crashing right after you clicked on 'Manage Signatures'?
-Please send us a few sample files (with sensitive information extracted) that is crashing the program with opening by sending me a private message so I can replicate it on my end. 
-Where are the files saved (local, a shared drive or an external drive) when you are trying to open? Can you check if you have the same issue when the file is saved locally?

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

Link to comment
Share on other sites
  • Power User
Edwin Courts

Edwin Courts

Posted
  • Author
  • Power User
Posted

To answer your questions:

  • this was a new issue that began immediately after upgrade from V12 to V13.2.3.26. I had previously managed signatures in V12 on the same day prior to the upgrade without problems.
  • the program crashed immediately after I click on "manage signatures", even if this is the first action after opening a file.
  • it crashed on EVERY file I've opened so far, so there is no sense in sending particular files as these are not relevant to the problem. (I can open any random pdf, and simply click on "manage signatures" and the program crashes (and sends a crash report)
  • the files are all on my local drive in a standard directory

Further information: while I can use existing signatures in my document, I can't add new ones either. When adding a file to create a new signature I get the error message "A problem occurred adding this QuickSign signature to your document. Please try recreating your QuickSign profile" (the program does NOT crash)

I've no problem recreating my "QuickSign Profile" (whatever that is) as I don't have many signatures in my collection but I don't know how to do it.

Thanks for your help so far...

Link to comment
Share on other sites
Volker

Volker

Posted
Posted

Hi,

It is the same behavior here. I have already sent several "crash reports".
I have only used one quicksign in the V11, which is stored locally on hard disk.
The data structure actually seems to have been adopted by V13 as it has already been created in V11 (the leftover remnants of the previous installation suggest this).

The crash also occurs after installation of the latest release.
Link to comment
Share on other sites
  • Official Nitronaut
Allain Umailin

Allain Umailin

Posted
  • Official Nitronaut
Posted

Hello @Volker,

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

Are you also working with Nitro Pro 13.2.3.26 where it crashes when attempting to manage QuickSigns?

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

Link to comment
Share on other sites
  • Official Nitronaut
Allain Umailin

Allain Umailin

Posted
  • Official Nitronaut
Posted

Hello @Edwin,

Thank you for those information.

Let us try some troubleshooting by referring to these steps:

1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files.

2. Please see this link for backing up custom stamps/signatures: https://kb.gonitro.com/knowledgebase#/search/stamps/000004307 

3. Run MS FixIt to uninstall (or delete traces from previous installations) your Nitro Pro:

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed 

4. Please clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

5. Download and install Nitro Pro 13.2.3.26 using below offline German installers:

x32 http://install.nitropdf.com/professional_132326/de/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_132326/de/retail/nitro_pro13_ba_x64.msi

If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 

6. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate and entering your serial number.
 
Thank you very much in advance and I am looking forward to hearing back from you. 

Link to comment
Share on other sites
VictorC

VictorC

Posted
Posted (edited)
9 hours ago, Edwin said:

I have  same problem.. basically quoted Edwin except that I used V10 and have had no problems in creating multiple signatures previously in v10 that were scanned and edited with Adobe Photoshop and saved in multiple file types, i.e. JPG, TIFF, PDF, BMP, GIF, PNG. When I try to add a signature file to create a new signature an error msg "A problem occurred adding this QuickSign signature to.... Please try recreating your QuickSign profile" I'm not sure whate QuickSign profile means... never had a problem in creating tons of of different signatures with v10. Incidentally received an email stating that an updated version was available due to crashes, I downloaded updated version, uninstalled v13 and reinstalled updated version today 10/1/2019 and still have same problem.

  • this was a new issue that began immediately after upgrade from V12 to V13.2.3.26. I had previously managed signatures in V10 on the same day prior to the upgrade without problems.
  • the program crashed immediately after I click on "manage signatures", even if this is the first action after opening a file.
  • it crashed on EVERY file I've opened so far, so there is no sense in sending particular files as these are not relevant to the problem. (I can open any random pdf, and simply click on "manage signatures" and the program crashes (and sends a crash report)
  • the files are all on my local drive in a standard directory

Further information: while I can use existing signatures in my document, I can't add new ones either. When adding a file to create a new signature I get the error message "A problem occurred adding this QuickSign signature to your document. Please try recreating your QuickSign profile" (the program does NOT crash)

 

 

Edited by VictorC
added comment on reinstall
Link to comment
Share on other sites
Volker

Volker

Posted
Posted
10 hours ago, AllainU said:

Hello @Volker,

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

Are you also working with Nitro Pro 13.2.3.26 where it crashes when attempting to manage QuickSigns?

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

Hello Allain,

I can confirm that the crash happens in the V 13.2.3.26 as well as in the previous version.

In addition: I can very well select the already mentioned single quick sign, that I have created and stamp it in a document.

I can only completely agree with @Edwin on his experiences.

Link to comment
Share on other sites
  • Official Nitronaut
Allain Umailin

Allain Umailin

Posted
  • Official Nitronaut
Posted

Hello @Volker,

Thank you for this information.

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!

Link to comment
Share on other sites
  • Power User
Edwin Courts

Edwin Courts

Posted
  • Author
  • Power User
Posted
17 hours ago, AllainU said:

Hello @Edwin,

Thank you for those information.

Let us try some troubleshooting by referring to these steps:

1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files.

2. Please see this link for backing up custom stamps/signatures: https://kb.gonitro.com/knowledgebase#/search/stamps/000004307 

3. Run MS FixIt to uninstall (or delete traces from previous installations) your Nitro Pro:

https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed 

4. Please clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

5. Download and install Nitro Pro 13.2.3.26 using below offline German installers:

x32 http://install.nitropdf.com/professional_132326/de/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_132326/de/retail/nitro_pro13_ba_x64.msi

If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 

6. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate and entering your serial number.
 
Thank you very much in advance and I am looking forward to hearing back from you. 

I did all this and still have the same problem

Link to comment
Share on other sites
  • Power User
Edwin Courts

Edwin Courts

Posted
  • Author
  • Power User
Posted

I just tried again. This time, after de-installing Nitro Pro I also deleted the contents of "C:\Users\my_username\AppData\Roaming\Nitro" before re-installing

Following re-installation I have no signatures, and when I go to "manage signatures" it does not crash, but when I try to create a new one and select the file I want to use then I get the message " "A problem occurred adding this QuickSign signature to your document. Please try recreating your QuickSign profile"  (which I had before when I tried to create one).

I CAN create a new signature if I use the "Handwritten" function, but then if I go to try and manage it the application crashes again.

What is a "Quicksign" profile and how can I recreate it?

Edwin

 

 

Link to comment
Share on other sites
  • Official Nitronaut
Allain Umailin

Allain Umailin

Posted
  • Official Nitronaut
Posted

Hello @Edwin,

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

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!

Link to comment
Share on other sites
  • 3 weeks later...
  • Official Nitronaut
Allain Umailin

Allain Umailin

Posted
  • Official Nitronaut
Posted

Hello @Cedryc,

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

To further troubleshoot this issue, please properly follow these steps:

1. Kindly run Revo Uninstaller to uninstall (or delete traces from previous installations) your Nitro Pro and reboot your machine:

https://www.revouninstaller.com/revo-uninstaller-free-download/ 

2. After rebooting, please delete 'Nitro' folders from Program Files and ProgramData (hidden) directories.

3. Then clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

4. Re-download our offline installers below to reinstall Nitro Pro 13:

x32 http://install.nitropdf.com/professional_132626/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_132626/en/retail/nitro_pro13_ba_x64.msi

If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 

5. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate and entering your serial number.

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

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share
Go to topic listing

© 2021 Nitro Software, Inc. All rights reserved. Nitro, the Nitro logo, Nitro Pro, and Nitro Sign are trademarks and/or registered trademarks, of Nitro Software, Inc. or its affiliates in the United States and/or other countries.

×
×
  • Create New...

Important Information

By using this site, you agree to our Terms of Use.

  I accept