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Error 401


welchcounsel

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welchcounsel

When I convert files to .pdf from a Windows program, Nitro opens with two error messages that tell me to contact support (Error 401).  Does anyone know what the issue is?

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  • Official Nitronaut

Hello @welchcounsel,

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?:
-Build of Nitro Pro are you working with? You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.X.X.X, e.g. 13.2.3.26) or you can go to Control Panel > Programs and Features.
-Does this only happen when converting files to PDF format? What is your workflow with converting? Are the files saved locally or in a network-share?
-A screen shot of the error message you are receiving and/or any important information. To find out how to take a screen shot, check out this link: https://kb.gonitro.com/knowledgebase/#/search/screen/000004108 

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

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  • 1 month later...

I purchased Nitro Pro (v. 13.8.2.140) about three days ago from GoNitro website. Downloaded and activated successfully. I keep getting a window pop-up with Error 401 saying to contact support. Happens each time I open the program. I turned off virus prtoection and firewall when installing. Checked and Security does not appear to be the issue. Running Windows 10 Home 64-bit. I've tried repairing and also uninstalling and reinstalling. No help. I've read others with this issue and replies with no help. Please advise. Thanks.

Edited by raypatt3
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  • Official Nitronaut

Hello @raypatt3 @welchcounsel,

Our sincere apologies for this inconvenience in behalf of Nitro.

We are working to release an update of Nitro Pro 13 in the short term which should resolve this error messages.

The error is related to Nitro attempting to gain access to Cloud services and tends to occur when users leave Nitro Pro 13 idle for a while.

You can stay on top of our latest releases at the following page:  https://www.gonitro.com/nps/product-details/downloads 

If you continue to encounter this error, kindly close - relaunch Nitro and log back in. 

Again, we sincerely apologize for this inconvenience.

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On 1/22/2020 at 5:23 PM, AllainU said:

Hello @raypatt3 @welchcounsel,

Our sincere apologies for this inconvenience in behalf of Nitro.

We are working to release an update of Nitro Pro 13 in the short term which should resolve this error messages.

The error is related to Nitro attempting to gain access to Cloud services and tends to occur when users leave Nitro Pro 13 idle for a while.

You can stay on top of our latest releases at the following page:  https://www.gonitro.com/nps/product-details/downloads 

If you continue to encounter this error, kindly close - relaunch Nitro and log back in. 

Again, we sincerely apologize for this inconvenience.

I have also been experiencing this error on all the devices I use. Nitro Pro 13.8.2.140 on Win10 Pro 64 bit devices. I have tried logging out, closing, relaunching and then logging back in and it makes no difference. Still get the pop-up error. Like @Raypatt3 I have also tried the reinstall, etc. options to no avail. I now just click past the error as it does not seem to affect anything. It is just an annoyance.

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Any update on the fix for this? Having just purchased Nitro 13, it's somewhat astonishing that this bug has not been fixed despite the current version being at 13.9.xx and it being first reported well over a month ago. It's very frustrating and if not going to be fixed soon, I'd rather get a refund and revert to the previous version.

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I have the same issue as Nico S.  Also, I was under the impression that when I signed up I had customer service free for one year.  When I try to send an email it does not give me the option to send an email!  That is poor customer service!!  Promise the client one thing, throw them in the deep end and let them fend for themselves!!  Now a month later I have technical issues and I have to take the time to research and find a fix on my own?  That is the pits!

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  • Official Nitronaut

Hello @sbister @hgarcia@globalmetalsalloys @raypatt3 @MikeN @Doron Y @Nico S,

Good news!

The fix for this error message is on its way, however, I'm unable to provide a specific timeline for its implementation due to other roadmap items we're currently working on. 

In line with this, please visit our Release Notes page from time to time https://www.gonitro.com/support/documentation/release-notes

On behalf of Nitro, I apologize for the inconvenience.

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  • 4 weeks later...
  • Official Nitronaut

Hello Everyone,

We are pleased to inform you that we have released a recent update that addresses this issue: https://www.gonitro.com/nps/product-details/downloads

Feel free to also read the Release Notes for this new build by accessing this page:  https://www.gonitro.com/nps/product-details/release-notes

Thank you for your patience and I hope this helps!

Edited by AllainU
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