ISUSS Posted December 9, 2019 Report Share Posted December 9, 2019 My company has Nitro Pro and up until recently had no trouble printing on our network printer. However, we have one user who cannot now print from Nitro Pro at all. We have de-activated Nitro, repaired and removed the Nitro download and re-installed everything again. When we attempt to print the user and I see a hanging box that says 1% and then closes and the and never prints. We are using version 12.11.0.509 on this PC and I have been trying to resolve this for several months I have seen several comments on this topic, but have not seen any working solutions -- Hope there is one out there! Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 11, 2019 Official Nitronaut Report Share Posted December 11, 2019 Hello @ISUSS, Thank you for reaching out to us through our Community Forums! To further assist you with your concern, Nitro support team decided to created a support ticket on your behalf because you have a valid VIP Access. For better case handling, kindly respond to the email message that was sent to you through the support case. Cheers! Link to comment Share on other sites More sharing options...
JohnR Posted December 11, 2019 Report Share Posted December 11, 2019 (edited) Hello all, I was planning to purchase around 20 copies of Nitro Pro 13 until I ran into this problem of printing using the Nitro PDF Creator. I had installed the product on one of my users and it worked fine for the first few days but suddenly quit printing. The dialog box comes up and you can enter in the file name you would like, select where it will go, hit enter ... it blinks and nothing. No file is created... The answer to my question in this forum is not opening a support case for someone else but explaining how we pre sales people can feel comfortable purchasing your product that isn't working by better understanding how to assure it will work. I've uninstalled, removed all registry entries related to Nitro, removed the print drivers and printers in the control panel, rebooted, reinstalled Nitro and still nothing. I even tried printing from the Nitro print dialog to a PDF which didn't work either. I've removed Nitro again as well as all extraneous applications that might have conflicted rebooted, gone through the above steps as well, reinstalled still nothing. Can you help me here feel comfortable purchasing the 20 copies I intended by helping me out here? Edited December 12, 2019 by AllainU Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 12, 2019 Official Nitronaut Report Share Posted December 12, 2019 Hello @JohnR, Thank you for reaching out to us through our Community Forums! There are a lot of reasons why your Nitro Pro is no longer printing to PDF Creator and in order to further assist you, could you please the following information?: -Is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)? -How many users have reported this issue so far? -Build of Nitro Pro are you working with on the affected machine? You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 12.X.X.X, e.g. 12.0.0.112) or you can go to Control Panel > Programs and Features. -Does printing to PDF Creator works when using other programs such as Microsoft Word, Excel, PowerPoint? -After providing the file name and while converting to PDF window is open, did you notice that the job is stuck in the printer queue? Please go to Task Manager > Services and verify if the Spooler is Running. Is it possible to restart this service? 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...
ISUSS Posted December 12, 2019 Author Report Share Posted December 12, 2019 I have not received an email from you Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 12, 2019 Official Nitronaut Report Share Posted December 12, 2019 Hello @ISUSS, Our sincere apologies if you did not receive the email message that was sent by my colleague. Could you please check if the message is in your Spam / Folder? If not there, I have sent you an email message through the support case. For better case handling, kindly respond to the email message that was sent to you through the support ticket. Cheers! Link to comment Share on other sites More sharing options...
JohnR Posted December 12, 2019 Report Share Posted December 12, 2019 AllainU, Hey, thanks for your help here...I've done my best to answer your questions in line below: There are a lot of reasons why your Nitro Pro is no longer printing to PDF Creator and in order to further assist you, could you please the following information?: -Is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)? This installation was one where the user had installed Nitro PDF Reader 3 and didn't use the product much after installing it but decided to use it to hand off printed PDF files to Outlook to send in email which didn't work with Nitro PDF Reader 3. When he asked for help I told him we had been purchasing Nitro Pro and he should try an updated version of that. So I installed version 13 for him as a trial. There were some Windows Updates but the user couldn't identify a correlation between those and when the printer quit working. The process did work when it was installed -How many users have reported this issue so far? Most of the purchased Nitro Pro products we have in use are version 11. That version appears to be working for the 5 or so users we do have licenses for. This is why we wanted to add more users of the product but would like to resolve this problem first before we purchase. -Build of Nitro Pro are you working with on the affected machine? You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 12.X.X.X, e.g. 12.0.0.112) or you can go to Control Panel > Programs and Features. The version we are working with is 13.8.2.140 -Does printing to PDF Creator works when using other programs such as Microsoft Word, Excel, PowerPoint? He is trying to use it in Excel but Word didn't work either and neither did trying to print to the PDF Creator inside Nitro. -After providing the file name and while converting to PDF window is open, did you notice that the job is stuck in the printer queue? Nothing appears to ever make it into the print queue when printing with PDF Creator. Please go to Task Manager > Services and verify if the Spooler is Running. Is it possible to restart this service? All other printers appear to be working. The "Print Spooler" is running with a local system account as an "Automatic" startup type and is running and can be restarted but with no changes to the PDF Creator print jobs. Hope this all helps...thanks in advance for your reply. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 13, 2019 Official Nitronaut Report Share Posted December 13, 2019 Hello @JohnR, Thank you for this information. Since the affected user is already using the latest build of Nitro Pro 13, 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_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 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. 8. Download and install Nitro Pro 13.8 using below offline installers: 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 After installing the trial version, please have your user to test again printing any Excel or Word document to PDF Creator (File > Print > PDF Creator). 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...
JohnR Posted December 13, 2019 Report Share Posted December 13, 2019 AllainU, Thanks for the continuing troubleshooting of this printing problem. Previously I have cleaned out the temp folder in my efforts to try and get this printing problem fixed and this evening I did it again and I followed your steps to clean out previous versions of Nitro Pro using your nitro-cleanup.vbs script and removing any installers from the downloads folder. The .VBS script threw a bunch of errors and I've pasted here below a copy of the nitro-cleanup.log file as I couldn't attach the log as it wasn't an "Existing Attachment" or an "Image from a URL" ... After that ran I loaded the latest 64bit .msi installer and tried printing. Sadly none of this helped get the PDF file to the disk. What I did see though when I tried to look in the queue to see what might hit there when trying to print was 2 copies of Nitro PDF Creator. One listed as Nitro PDF Creator (Pro 13) and another listed as Nitro PDF Creator. The Pro13 one threw an error when I tried to open it with "Operation could not be completed (error 0x00000709). Double check the printer name and make sure that the printer is connected to the network." The second Nitro PDF Creator opened a print queue but nothing ever appeared in it when trying to print using the PDF Creator. I suspect that the Nitro PDF Creator I could get into was the original Nitro PDF Reader 3 that he had previously loaded??? Anyway here is the log from the uninstaller script... [ 12/12/2019 11:58:51 PM ] - [Uninstall Nitro products] [ 12/12/2019 11:58:51 PM ] - [Uninstall] - Nitro PDF Professional 7 [ 12/12/2019 11:58:51 PM ] - [Uninstall] - Nitro PDF Professional [ 12/12/2019 11:58:51 PM ] - [Uninstall] - Nitro Pro 8 [ 12/12/2019 11:58:51 PM ] - [Uninstall] - Nitro Pro 9 [ 12/12/2019 11:58:51 PM ] - [Uninstall] - Nitro Pro 10 [ 12/12/2019 11:58:51 PM ] - [Uninstall] - Nitro Pro [ 12/12/2019 11:58:51 PM ] - Try to find bootstrapper GUID in SOFTWARE\Classes\Installer\Dependencies\{12733F0F-C179-4242-9836-FCDD087B6EE0}\Dependents [ 12/12/2019 11:58:52 PM ] - Try to find bootstrapper GUID in SOFTWARE\Wow6432Node\Classes\Installer\Dependencies\{12733F0F-C179-4242-9836-FCDD087B6EE0}\Dependents [ 12/12/2019 11:58:52 PM ] - msiexec /x {12733F0F-C179-4242-9836-FCDD087B6EE0} /qb [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro Reader 3 [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro Reader 4 [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro PDF Reader [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro PDF Reader 2 [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro Reader [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro PDF DMS [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro DMS [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro PDF Express [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro PDF Express [ 12/13/2019 12:00:21 AM ] - [Uninstall] - Nitro OCR Expansion [ 12/13/2019 12:00:21 AM ] - [Uninstall printers by OS] [ 12/13/2019 12:00:21 AM ] - [Delete all printers files ] [ 12/13/2019 12:00:21 AM ] - [Try to stop spooler] [ 12/13/2019 12:00:21 AM ] - [Wait 5 seconds] [ 12/13/2019 12:00:26 AM ] - [Printer files remove] [ 12/13/2019 12:00:26 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\NxPdfCreator.ini [ 12/13/2019 12:00:26 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\nitroui*.hlp [ 12/13/2019 12:00:26 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.ini [ 12/13/2019 12:00:26 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.ppd [ 12/13/2019 12:00:26 AM ] - > Error: Can not remove file. Access denied - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfUI*.dll [ 12/13/2019 12:00:26 AM ] - Try to remove file throw cmd command [ 12/13/2019 12:00:26 AM ] - [Remove file(s)] - C:\WINDOWS\System32\spool\drivers\x64\3\NxPdfCreator.BPD [ 12/13/2019 12:00:26 AM ] - [Remove file(s)] - C:\WINDOWS\System32\NxPrinterMonitor*.dll [ 12/13/2019 12:00:26 AM ] - [Try to start spooler] [ 12/13/2019 12:00:27 AM ] - [Remove folder(s)] - C:\Users\<User Name>\AppData\Roaming\Nitro* [ 12/13/2019 12:00:27 AM ] - [Remove folder(s)] - C:\Users\<User Name>\AppData\Roaming\..\LocalLow\Nitro* [ 12/13/2019 12:00:27 AM ] - [Remove folder(s)] - C:\Program Files\Nitro* [ 12/13/2019 12:00:27 AM ] - [Remove folder(s)] - C:\ProgramData\Nitro* [ 12/13/2019 12:00:27 AM ] - [Remove Registry Keys] [ 12/13/2019 12:00:27 AM ] - [Registry key removed] - Software\Nitro [ 12/13/2019 12:00:28 AM ] - [Registry key removed] - Software\BugSplat\nitro_pro7_reader2 [ 12/13/2019 12:00:28 AM ] - [Registry key removed] - \NitroPDF.ppdf [ 12/13/2019 12:00:28 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8} [ 12/13/2019 12:00:28 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:28 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\AppID\NPNitroIE.dll [ 12/13/2019 12:00:28 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:28 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8} [ 12/13/2019 12:00:28 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:28 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428} [ 12/13/2019 12:00:28 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:28 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\{3A7B4EA1-8CA8-4629-B09A-FB4EE0632BA8} [ 12/13/2019 12:00:28 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:28 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\AppID\NPNitroIE.dll [ 12/13/2019 12:00:28 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:28 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{3422E9DB-7B00-4552-B016-6FBF93C5A2D8} [ 12/13/2019 12:00:28 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:28 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCR\Wow6432Node\TypeLib\{73BA4610-4C33-4056-9141-9C3E3DF75428} [ 12/13/2019 12:00:28 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:28 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Internet Explorer\InternetRegistry\REGISTRY\USER\S-1-5-21-135482287-46112240-147394707-1265\Software\Nitro [ 12/13/2019 12:00:28 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:28 AM ] - [Remove Registry Values] [ 12/13/2019 12:00:28 AM ] - [Key registry value removed] - Nitro PDF Creator (Pro 13) from - Printers\Settings [ 12/13/2019 12:00:28 AM ] - [Key registry value removed] - Nitro PDF Creator from - Printers\Settings [ 12/13/2019 12:00:29 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10 [ 12/13/2019 12:00:29 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:29 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11} [ 12/13/2019 12:00:29 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:29 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12 [ 12/13/2019 12:00:29 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:29 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin13 [ 12/13/2019 12:00:29 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:29 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin10 [ 12/13/2019 12:00:29 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:29 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin11} [ 12/13/2019 12:00:29 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:29 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin12 [ 12/13/2019 12:00:29 AM ] - Try to delete key with using cmd commands [ 12/13/2019 12:00:29 AM ] - > Error: Can not remove registry by VBS. Error occured. HKCU\Software\Microsoft\Office\{0}\Outlook\Addins\NitroPDFProfessional.MSOfficeAddin13 [ 12/13/2019 12:00:29 AM ] - Try to delete key with using cmd commands Link to comment Share on other sites More sharing options...
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