Error trying to open PDFs from Sharepoint

[Michael - SeraCare 0]

I have a user that just recently started getting an error message trying to open a PDF in Nitro from our SharePoint site.    The error reads "Nitro Pro is unable to open the SharePoint file. Please contact support."     I restarted her system and that did not help.   She is running version 12 and I just updated her to the latest version, 12.16.3.574.   The add-on is enabled.   I tried disabling it and re-enabling it but that did not work.     Saving the file locally then opening it does work.    Nitro does open files outside of SharePoint as well.   The user opens files from SharePoint all the time and does not want to have to save them first each time.

[AllainU 0]

Hello @Michael - SeraCare,

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?:
-Any changes on the affected machine you are aware of before this happened?
-What version of SharePoint are you working within your organization?
-Does this happen with every file? 
-If you move the PDF file to a different SharePoint library, does it help?

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

[Michael - SeraCare 0]

No changes have been made to the computer.

SharePoint version 2010

Yes, every file

No, moving the file to another library it does not help.

On this site, Nitro Pro Topics, another user had the exact same issue.   User 254154643 posted and a support ticket was opened for them.   Was there a resolution on their issue? 

[AllainU 0]

Hello @Michael - SeraCare,

Thank you for this information.

I have checked your account's records and I am unable to find the support case.

Would you happen to know the email address used to submit it?

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

[Michael - SeraCare 0]

I didn't post it.   Another user on this Topic page posted it.    User 254154643 posted a similar issue.

[AllainU 0]

Hello @Michael - SeraCare,

Thank you for this information.

I reviewed all forum posts and found that user who reported the topic "Error 0x400D0002 when opening PDF's from SharePoint 2013".

Are you receiving the same error message?

Also, could you please provide the serial number of the Nitro Pro program? 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.