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Nitro Pro 12 cannot print


ibjonathan

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I've been using Nitro Pro 12 for a few months now but it has real problems printing. I have to save the PDF file I am working on and then open it in Adobe PDF Viewer to print. 

It always shows printing at 1%, crashes and comes back up. It usually recovers the file in autosave so I do not usually lose work but it is a real hassle to have to save and open in another program.

It has always done this, I just always thought they would eventually release an update or something. No luck.

Does anyone have a workaround? Other than buying Adobe Acrobat?

Thanks,

Jon

 

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  • Official Nitronaut

Hello @ibjonathan,

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?:
-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)?
-The serial number of your Nitro Pro. To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. This matters because our business installers are different from the online ones.
-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 12.X.X.X, e.g. 12.0.0.112) or you can go to Control Panel > Programs and Features.
-Does this happen with every file? If it is a single file, please send us the sample file (with sensitive information extracted) by sending me a private message so I can replicate it on my end. 
-Are you printing to a Kyocera printer by any chance?

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

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AllainU, thanks for replying.

1. this issue has been happening since I purchased it in July(?), maybe August, from initial install. 

2. 12.16.3.524 and it was from a downloaded test install from Nitro's website. I do not know if this is the version I first installed, i did try to uninstall and reinstall recently.

3. Yes, it crashes with a variety of files from multiple sources. Word docs exported, downloaded PDFs, pretty much everything but not with every PDF. Sometimes it will print. It happens so much that i have stopped trying to print and just save and open in Adobe Acrobat viewer.

4. The printer is a Kyocera TaskALFA 3552ci

Thanks

Edited by AllainU
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  • Official Nitronaut

Hello @ibjonathan,

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

This issue has been reported by some users and our product team released Nitro Pro 13 that has the fixed for this issue. 

If you were interested in upgrading your license to Nitro Pro 13 with a discounted rate, kindly access our Upgrade Portal and enter your Nitro Pro 12 serial number:
https://www.gonitro.com/pro/upgrade 

Otherwise, please uninstall your current copy of Nitro and reboot the machine by referring to this article: https://kb.gonitro.com/knowledgebase/#/search/uninstall/000004474 

And install version 12.14 as a work-around. You may use these direct links to download this build:

x32 http://install.nitropdf.com/professional_12140558/en/retail/nitro_pro12_ba_x86.msi 
x64 http://install.nitropdf.com/professional_12140558/en/retail/nitro_pro12_ba_x64.msi

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 so much for understanding and I apologize for any inconvenience this has caused.

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  • 2 weeks later...
ibjonathan

Thank you AllainU for your kind response. 

I certainly do not want to pay to get this fixed. I already have a program that has never worked. It would be stupid to double down and pay the company again when I only need it to work as advertised. 

As a workaround, you suggest installing an older version. You say "workaround" as in a way to get it working for now until an update will fix the problem? or do they never intend to fix the problem for current users?

Thanks,

Jon

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