"Insert file" and "combine file" does not work.

[Frank1914]

I just purchased Nitro Pro on November 4, 2019, for the expressed purpose of combining PDF files to create a single file. I used Nitro Pro for Windows 7 for years, and it worked as advertised. This new version does not work in this instance. Whether I open one file and try to "Insert" another or try to "Combine" two files, the app only adds the same file so that I end up with two identical pages in one file. Yes, I verified that the file names were different before attempting the maneuver. I have done this many times with the old version of Nitro Pro, so I am experienced using this type of procedure. What is going on?

[Allain Umailin]

Hello @Frank1914,

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 Nitro Pro build (format is 13.X.X.X, e.g. 13.2.2.25) you are working with?

You can find this out by clicking on 'About Nitro Pro' under the Help tab or you can go to Control Panel > Programs and Features.

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

[Frank1914]

Thank you for taking an interest in my situation. The Nitro Pro build is             13.2.6.26

[Allain Umailin]

Hello @Frank1914,

Thank you for this information.

Since I am unable to replicate this issue as it works perfectly on my end, please refer to these steps to update to Nitro Pro 13.8.2.140:

1. Kindly use our Clean-up tool to remove all traces of Nitro Pro from your machine then reboot it:

http://install.nitropdf.com/professional_1382140/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

2. After rebooting and if found, please delete 'Nitro' folder from Program Files and from C:\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. Download our offline installers below to install Nitro Pro 13:

x32 http://install.nitropdf.com/professional_1382140/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_1382140/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 by entering the serial number.

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