JimWz Posted October 15, 2019 Report Share Posted October 15, 2019 I have a user that when she attempts to use the Type Text tool Nitro crashes immediately. I have tried running a repair, uninstalled Nitro, removed any remnant I could find in Programdata, Appdata, local, roaming, locallow then rebooted and reinstalled and it still crashes when attempting to use the type text tool on any pdf. Any help on this? Product: Nitro Pro (12.0.0.112) x64 Windows 10 1903 Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 15, 2019 Official Nitronaut Report Share Posted October 15, 2019 Hello @JimWz, 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?: -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. -Where are the files saved (local, a shared drive or an external drive) when you are trying to use Type Text? 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 More sharing options...
JimWz Posted October 16, 2019 Author Report Share Posted October 16, 2019 4 hours ago, AllainU said: Hello @JimWz, 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?: -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. -Where are the files saved (local, a shared drive or an external drive) when you are trying to use Type Text? 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. Serial sent. This happens with every file I tried on her desktop. The same files were not causing this until today. She has a lot of forms she uses as templates. I will try a generic pdf next time I am at her desk and/or send you that or one of the non confidential templates. Today I tried multiples from her desktop. Logged in under my account and grabbed one of the files from my desktop and no crash. I was able to use the tool. You click on the Text type tool and then as soon as you click anywhere on the pdf it crashes. She is one of around 10 licensed users and this is the only one who has reported the issue. Thanks Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 16, 2019 Official Nitronaut Report Share Posted October 16, 2019 (edited) Hello @JimWz, Thank you for sending me the serial number and for this information. Since this is only happening on her user profile and she is still on an older build, please refer to these to steps to update to Nitro Pro 12.16.3.574: 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. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/professional_12163574/install-cleanup/install-cleanup.zip NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: https://kb.gonitro.com/knowledgebase#/search/stamps/000004307 3. 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. 4. Download and install Nitro Pro 12.16 using below offline installers: x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_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 for choosing Nitro and I hope this helps! Edited October 18, 2019 by AllainU Link to comment Share on other sites More sharing options...
JimWz Posted October 17, 2019 Author Report Share Posted October 17, 2019 That did the job. they are able to use the Text tool now. Thanks for such a quick response and excellent advice. I really appreciate it. Link to comment Share on other sites More sharing options...
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