New version will not instal

[Timothy]

We installed NitroPro 13. 

It kept crashing when merging PDFS. 

We downloaded the latest version. 

When installing, it completes the 'Downloading' phase then displays the error message 'Nitro Pro Setup Wizard Has Failed.'

What can we do?!

[Allain Umailin]

Hello @Timothy,

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

To further assist you, let us troubleshoot by following these steps:

1. Kindly use this MS FixIt tool to remove all traces of Nitro Pro from your machine then reboot it:
https://support.microsoft.com/en-us/mats/program_install_and_uninstall

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. Enable the 'Hidden items' in Windows Explorer as the WindowsApps is hidden by default. Go to C:\ProgramFiles\ then double click WindowsApps folder. A window will pop-up telling you that 'You don't currently have permission to access this folder'

As a workaround, kindly follow these steps:

a. Carefully follow the steps up to step 7 on this KB article: https://kb.gonitro.com/knowledgebase#/search/failed/000003595 

Please take note of the following: 
• You are required to run CMD in administrator mode. 
• If Windows says '-' is not recognized as an internal or external command, operable program or batch file, remove the '-' when executing the commands.

The above article will allow your user account to take ownership and gain permission to access the WindowsApps folder. 

b. Go back to C:\ProgramFiles\ then double click WindowsApps folder.
c. Click 'Continue' to permanently get access to this folder.
d. At this point, since your user account already have permission and ownership to the folder, clicking Continue will give you access to WindowsApps folder. 
e. Close WindowsApps folder then open it again, you should no longer get the message 'You don’t currently have permission to access this folder' pop-up message.

5. Then download Nitro Pro 13.2.6.26 offline installers:

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 

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

Thanks for choosing Nitro and I hope this helps!