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amessina

Nitro Pro 12 SLOW to open suddenly

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amessina

Beginning yesterday, Nitro is VERY slow to open. It does not seem to be related to how it is opened (whether organically or as a result of a PDF print), but it lags sometimes for several minutes before it will open. Very frustrating. Was working fine up until yesterday. We did Windows updates the night before the problem started if that helps. Perhaps a compatibility issue with a new Windows Update?

Thanks in advance for your help.

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AllainU

Hello @amessina,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab?

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.  

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AllainU

Hello @amessina,

Thank you for your private message.

To further assist you, 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. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/professional_132626/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 very much in advance and I am looking forward to hearing back from you. 

Edited by AllainU

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amessina

Unfortunately, this did not work. And when I restarted after the fresh install I got a new error message. Nitro is even more buggy now that it was before. Not sure I can devote much more time to fixing it. I will private message you the error I am now getting and a new screenshot of the Nitro About page. I ran through the 5 steps you provided in full, twice. Same result.

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amessina

A bit more information if it's helpful. Nitro Pro 13 trial works flawlessly on my system (just tried it out). Nitro Reader 5, flawlessly as well (uninstalled Nitro Pro 13 and currently using this until the problem is resolved). So this is definitely something to do with Nitro Pro 12.

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AllainU

Hello @amessina,

Thank you for the screenshots you have sent me via private message.

To further assist you, kindly click on Start > type 'Services.msc' In the box, scroll down to Nalpeiron Licensing Service > Right-click > Properties. Set it to 'Automatic' and click Start. (If it will not start and you see an error 1717/1722, scroll down to Windows Event Log in the 'Services' dialogue box > Right-click > Properties. Set it to 'Automatic' and click Start, then try starting the Nalpeiron Service). Once the service has started try to run Nitro.

Thank you for choosing Nitro and I hope this helps!

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amessina

Did not make a difference. Nalpeiron Licensing Services were already set to Automatic and running. I even stopped the service and restarted it. No change. Rebooted even. No change.

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AllainU

Hello @amessina,

Thank you for this information and for your patience.

To further troubleshoot this slowness issue, kindly run Nitro Pro 12 with Compatibility mode by referring to these steps:
1. Right-click Nitro Pro desktop shortcut or the NitroPDF.exe (by default is installed in C:\Program Files\Nitro\Pro X) then select Properties
2. Nitro Pro Properties window will open, click on Compatibility tab
3. Under Compatibility Mode, tick the box for 'Run this program in compatibility mode for', click the drop-down arrow and select Windows 7 if you're using Windows 10 (Choose Windows XP if you're using Windows 7)

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

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AllainU

Hello @amessina,

Thank you for your patience.

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!

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