Gangledore Posted December 28, 2019 Report Share Posted December 28, 2019 I have just installed Nitro Pro 13 having been a user since version 7. All seemed fine until I tried to open a emailed pdf attached - it's an invoice I receive monthly and always opened correctly with previous versions of Nitro Pro. When I try and open it itro Pro starts up, waits a few seconds, no document is displayed, then quits and gives me the Crash Report dialog. I have done a bit of searching and tried the following. 1. Repaired the installation - No change 2. Uninstalled and re-installed - No change 3.Repaired the installation again - No change 4. Uninstalled and re-installed again - No change I always restarted the computer before and after each repair and uninstall/reinstall cycle. After each uninstall I removed the Nitro printer port and driver & package using the Printer Serve dialog. I removed all Nitro folders on drive C. I removed all registry entries relating to Nitro and then ran a registry cleaner (Piriform Ccleaner Cloud). I then did what I should have done first and tried a different PDF. Hey presto it worked. I tried a few more. All opened correctly. So the issue is with this particular PDF. I still have Nitro Pro 12 on an old laptop so tried to open the offending pdf with that version. No problem at all. I optimized the pdf, removing embedded fonts to see if that was the issue. Version 13 still won't open it. I then printed the pdf using the Nitro Pro 12 pdf printer. This could be opened by version 13. So the issue is when Nitro Po 13 opens what is, on the surface, a perfectly OK pdf. I don't know whether it's a particular pdf version or perhaps the software used to create the pdf that is the issue. I do know that Version 12 opened all these pdfs without issues (I have checked all similar pdfs I received this year) and Version 13 does not so I have to point the waggly finger at Version 13 I am afraid.. I am happy to send the offending pdf to the Nitro team for analysis if it someone can let me know how to reach them. I don't think I have VIP access, although you'd think I'd get it automatically having been a loyal customer since version 7 (perhaps even before but I can't check back that far at the moment.) But that's a different conversation :-) 1 Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 30, 2019 Official Nitronaut Report Share Posted December 30, 2019 Hello @Gangledore, Thank you for reaching out to us through our Community Forums and our sincere apologies for this inconvenience. 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. -A copy of the affected PDF file (with sensitive information extracted) by sending me a private message so I can replicate it on my end. 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. Link to comment Share on other sites More sharing options...
Gangledore Posted December 30, 2019 Author Report Share Posted December 30, 2019 Hi Allain, I am on build 13.8.2.140. I've sent you the offending pdf as requested. Thanks for your help. Link to comment Share on other sites More sharing options...
AAltieri Posted January 22, 2020 Report Share Posted January 22, 2020 Hello! We are having the same issues and followed the same steps as the above user Gandledore. We are crashing every 15-30 minutes, about every 3rd or 5th document, which are all different from different sources, i.e. Outlook, our server, .docx saved as a PDF then opened, etc. What was/is the fix for the repeadted crashing? My Nitro info: Nitro Pro 13.6.0.108 Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted January 22, 2020 Official Nitronaut Report Share Posted January 22, 2020 Hello @AAltieri, Thank you for reaching out to us through our Community Forums! To further assist you, could you please provide 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. 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...
Silver Fox Posted February 2, 2020 Report Share Posted February 2, 2020 The latest version 13.2.6.26 worked well for me. All higher versions are crashing into Crash Report dialog, when opening some pdf files. Link to comment Share on other sites More sharing options...
Dwallas Posted February 16, 2020 Report Share Posted February 16, 2020 same problem here. repaired an install. then did a complete removal and reinstall. most pdf files open fine, but there is one very important one with with fill-able fields which completely hangs. no splash screen, nothing, not even an entry in the processes in Task Manager. Then i try to open another one and still nothing happens but 2 entries will show up in the task manager. If Nitro can't handle this file i'll be forced to move to alternative software soon, and Adobe won't license in the Bahamas... Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted February 17, 2020 Official Nitronaut Report Share Posted February 17, 2020 Hello @Dwallas, Please refer to this thread for proper handling of your concern: Cheers! Link to comment Share on other sites More sharing options...
DreNL Posted March 1, 2020 Report Share Posted March 1, 2020 Hi I do have same problems. very slow start of programm freeze now and than how can I update to newer version? having now nitro pro combining clouw productivity suite13.2.3.26 Link to comment Share on other sites More sharing options...
DreNL Posted March 1, 2020 Report Share Posted March 1, 2020 the download 13.9.1.155 will not deploy at maps op older versiom13 Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 2, 2020 Official Nitronaut Report Share Posted March 2, 2020 Hello @DreNL, Thank you for reaching out to us through our Community Forums! To further assist you, are you having issue updating from 13.2.3.26? If in case you were able to update, are you having issue activating using the same serial number? What is the error message you are receiving? 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...
DreNL Posted March 2, 2020 Report Share Posted March 2, 2020 hi I put instal file into pro13 directory, and now it installed. so ok. Link to comment Share on other sites More sharing options...
jimmacmillan Posted March 6, 2020 Report Share Posted March 6, 2020 I found the solution. At least on my PDF's. I create all my base art in Adobe inDesign then export it to a PDF. One 6 page PDF in particular kept crashing in Nitro but not in Acrobat. Through trial and error I found that the last page had something in it that was crashing Nitro. Turns out that it was the underscore (_) leader I was using in the tab stop to create rows of underlines. As soon as I removed it and replaced it with horizontal strokes Nitro had no problem opening the file and allowing me to fill in the form fields. Hope this helps some of you Jim Link to comment Share on other sites More sharing options...
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