Nitro Pro 13 frozen when opening PDF files and also receiving Error 401

[User1234 0]

I am also experiencing this issue now both when opening a PDF and when trying to start the program directly from the desktop. There is an Error 401 code is showing after the initial error message. In some cases, the NitroPro program freezes at the initial loading screen before the error message appears; I then need to use the task manager to close the program. The program repair and reinstallation temporarily fixed the issue, but it has returned. I tried installing on a different computer instead, and the same error came up. Any updates on this issue and how to resolve it?

[AllainU 0]

Hello @User1234,

Thank you for reaching out to us through our Community Forums and our sincere apologies for this inconvenience.

With regard to the error 401 message, this is still being investigated and we will let you know once we have an update.

In connection with the program freezing when opening file, could you please answer the following questions:

1. Are you experiencing the lag when initially opening a document or does this apply subsequent documents once you've got one opened?
2. Is there a certain format of document where you notice the lag or does this apply to all documents?
3. Approximately how long is it taking for the document to load? How does that differ from one of the previous versions of Nitro Pro?
4. Are you noticing significant lag time when editing the documents or preforming other actions? 

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

[User1234 0]

Hi,

1) There is a lag when initially opening up documents. Once the first document is open, there doesn't seem to be the same delay opening subsequent documents once the program is up and running.

2) I have only been using NitroPro to open PDF so I'm not sure about other document types.

3) The document doesn't open unless I click through the error messages. The whole process takes 15-20 seconds to go through. In previous versions without the error message, it took 3-5 seconds to open.

4) I haven't experienced additional lag once the program is up and running.

I look forward to hearing new about the update.

Thank you.

[AllainU 0]

Hello @User1234,

Thank you of this information.

We have received a few reports where Nitro Pro 13 opens slower on initial launch. Depending on your machine's configuration, this could be due to the way Nitro Pro 13 handles custom font loading versus the way it was handled in Nitro Pro 12.

While our team is still investigating, do you have custom fonts installed on your machine? If yes and you have back-ups, would it be possible uninstalling them to see if that fixes the slowness? 

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

[Philay 0]

Hi guys, 

same problem here. ☹️ I do not have custom fonts installed . 

Thx.

Windows 10 Home 64-bit Build 18362. 

Edited January 8, 2020 by Philay

[AllainU 0]

Hello @Philay,

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

I recommend that you repair your Nitro Pro via the Control Panel > Programs and Features. Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. You may refer to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 

If that did not help, what 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.

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

[Nigel 0]

I am getting the 401 error code as well. In addition, when I select "File" the  bottom portion of the page is not visible, i.e., cannot see anything below "pdf version".

[Philay 0]

On 1/8/2020 at 11:31 PM, AllainU said:

Hello @Philay,

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

I recommend that you repair your Nitro Pro via the Control Panel > Programs and Features. Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background. You may refer to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 

If that did not help, what 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.

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

Hi Allain,

I am afraid repair didn't help. ☹️ Even an uninstall and reinstall did not help. Got a strange message during deinstallation though that a certain file could not get deleted. 

Another strange thing: my other user on my laptop doesnt get that error message. So it has to be related to my user profile.

I am on 13.8.2.140. 

Thanks!

[AllainU 0]

Hello @Nigel,

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

With regard to the 401 error message, this issue will be prioritized and added to our product roadmap. 

I'm unable to provide a specific timeline for its implementation due to other roadmap items we're currently working on. 

Please be aware that Nitro typically has multiple releases throughout the year. 

This case will be closed, however, we recommend to follow our Release Notes located on our site https://www.gonitro.com/support/documentation/release-notes 

 

With regard to the bottom portion of File window that is not visible, I would love to further understand the issue so please send me a screenshot of this. To find out how to take a screen shot, check out this link: https://kb.gonitro.com/knowledgebase/#/search/screen/000004108 

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. 

[AllainU 0]

Hello @Nigel,

We are pleased to informed you that we have released a recent update that addresses the 'Error 401' issue so kindly update by downloading the direct installers below:

x32 http://install.nitropdf.com/professional_13132242/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13132242/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

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!

[L K Mishra 0]

On 3/9/2020 at 2:55 PM, AllainU said:

Hello @Nigel,

We are pleased to informed you that we have released a recent update that addresses the 'Error 401' issue so kindly update by downloading the direct installers below:

x32 http://install.nitropdf.com/professional_13132242/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13132242/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

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!

Hi,

I would like to inform you that I have tried the above x64 bit version.

But, It did not help. Initially when I open the software it freezes for about 15 - 20 seconds. After that it runs very smoothly.

Here, I would like to add that I have tried installing on fresh installed windows, But same issue. While I did not get any 401 error.

 

My current OS Build is Windows 10 Enterprise 1909 x64.

System Configuration is Intel i5 8th Gen 8250U.

12GB DDR4  2400Mhz Ram

 

 

 

[L K Mishra 0]

I want to correct from my last reply, It takes 25 - 30 seconds to be normal or responsive.

Seems like I have found something which might be helpful for the developer.

 

@developer can stop/reduce the network check to some milliseconds to get rid during the initial startup of the software..

 

 

Regards,

[AllainU 0]

Hello @L K Mishra,

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

Since I am unable to pull-up your account, could you please provide the serial number of your Nitro Pro 13?

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.

[Linda Khorozian 0]

the link does not work!

[AllainU 0]

Hello @Linda Khorozian,

Please refer to this thread:

 

Thank you!

[Nigel 0]

I too continue to get the 401 error when I start no problem, AND the partial screen issue when selecting”File” is still present.

[AllainU 0]

Hello @Nigel,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab?

Also, a screenshot of the screen that shows the issue with 'File' button.

To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

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. 

[Nigel 0]

I cannot upload the screenshot of the Help tab. When I try to "Insert other media" the only option is the screenshot of the File tab. 

[L K Mishra 0]

9 hours ago, Nigel said:

I cannot upload the screenshot of the Help tab. When I try to "Insert other media" the only option is the screenshot of the File tab. 

@Nigel

I believe you must have gone through the article how to take the screenshot suggested by @AllainU in his last reply in this thread.

Anyway here is a little help to that

How to take a screenshot

An easy way to assist the Support Staff in troubleshooting an inquiry is to include screen shots of any errors or abnormalities that prompted a support request. We also may request a screen shot over the course of troubleshooting if needed.

To take a screen shot

1. On your keyboard press ALT + PrtScn
2. Open Microsoft Word
3. Press Ctrl + V on your keyboard to paste the screen shot into Word.
4. Save the file to a location on your computer that is easy to access.
5. Attach the file to the support request or your reply.

 

 

You may be required to upload that screenshot to some of the image hosting website.

Then Click on other Media - Insert image from URL - Give the image web URL address - Insert into post.

 

That's it.