Stephen Kent Posted January 17, 2020 Report Share Posted January 17, 2020 I had to re-install Nitro Pro v13.8.2.140 after a system failure. When I open the program (or right click - 'Edit with Nitro Pro") I get the following error: An error has occurred within our system. Please try again or contact support if this issue persists. (Error 401). I have removed the program several times & re-installed & receive the same error Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted January 17, 2020 Official Nitronaut Report Share Posted January 17, 2020 Hello @sbkent2000, Thanks for sharing the error code with us. We've received the commentary from a handful of users and we are working to release an update to Nitro Pro 13 in the short term which should resolve this issue. 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 encounter this error, close and relaunch Nitro and log back in. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 9, 2020 Official Nitronaut Report Share Posted March 9, 2020 Hello @sbkent2000, 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! Link to comment Share on other sites More sharing options...
Shafique Adam Posted November 5, 2020 Report Share Posted November 5, 2020 (edited) Hi @AllainU, Thank you for updating us on the new update. Unfortunately the links provided in your post dated March 10 no longer seems to work. can you please share new link or direct me to a path were i could download a fix to this error. Edited November 5, 2020 by Shafique Adam updated the contact Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted November 6, 2020 Official Nitronaut Report Share Posted November 6, 2020 Hello @Shafique Adam, Thank you for reaching out to us through our Community Forums! I have your account records and I can see you have Nitro Pro 12, not Nitro Pro 13. If this is correct, kindly close your Nitro Pro, log out from Nitro Sign, relaunch Nitro Pro and log back in to Nitro Sign. Again, we sincerely apologize for this inconvenience this has caused you. Link to comment Share on other sites More sharing options...
Steve Douglas Posted November 13, 2020 Report Share Posted November 13, 2020 I started receiving Error 401 maybe a month ago or so. I found this discussion and downloaded the Update above to fix the error. However, I was using Nitro Pro 12. The download is Nitro Pro 13. Of course, my serial number doesn't work for Nitro 13. I was completely happy with Nitro Pro 12 (except the Error 401). How can I go back to Nitro Pro 12 that I have a license for? Thanks for your help! Steve Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted November 13, 2020 Official Nitronaut Report Share Posted November 13, 2020 Hello @Steve Douglas, Thank you for reaching out to us through our Community Forums! To reinstall your Nitro Pro 12, please refer 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. Kindly note Appdata folder is hidden and to unhide it, please refer to this article https://cybertext.wordpress.com/2012/05/29/cant-see-the-appdata-folder/ 2. Download and run our Clean Up utility to delete traces of Nitro Pro 13 from your machine: http://install.nitropdf.com/professional_13302587/install-cleanup/install-cleanup.zip 3. Reboot your machine 4. 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. 5. Download and install Nitro Pro 12.16 using below offline installers: x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x64.msi To know if you have 32-bit or 64-bit, please refer to this article: https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq 6. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 7. Log in back to your Nitro Sign by clicking 'Log In' button. Thank you for choosing Nitro and I hope this helps. Link to comment Share on other sites More sharing options...
nicky mckenzie Posted November 16, 2020 Report Share Posted November 16, 2020 On 11/13/2020 at 6:12 PM, AllainU said: Hello @Steve Douglas, Thank you for reaching out to us through our Community Forums! To reinstall your Nitro Pro 12, please refer 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. Kindly note Appdata folder is hidden and to unhide it, please refer to this article https://cybertext.wordpress.com/2012/05/29/cant-see-the-appdata-folder/ 2. Download and run our Clean Up utility to delete traces of Nitro Pro 13 from your machine: http://install.nitropdf.com/professional_13302587/install-cleanup/install-cleanup.zip 3. Reboot your machine 4. 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. 5. Download and install Nitro Pro 12.16 using below offline installers: x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x64.msi To know if you have 32-bit or 64-bit, please refer to this article: https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq 6. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 7. Log in back to your Nitro Sign by clicking 'Log In' button. Thank you for choosing Nitro and I hope this helps. I am having the same issue and have followed these instructions. I signed out of my account at the top right of nitro pro 12 and it won't let me sign back in. When I try to sign back in it gives the error 401 message again. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted November 16, 2020 Official Nitronaut Report Share Posted November 16, 2020 Hello @nicky mckenzie, Thank you for reaching out to us through our Community Forums and for your patience in performing above steps. To further assist you, could you please confirm you have installed Nitro Pro 12.16.3574 by going to About Nitro Pro' window under Help tab? This window should show the exact build of the program and its serial number. If you have the last build for Nitro Pro 12, please ensure to log out from Nitro Sign (top right corner) and run a repair. Kindly 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 After this process, open Nitro Pro 12 and re-login to Nitro Sign. Did it help? 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...
JMF Posted December 30, 2020 Report Share Posted December 30, 2020 I too am having this issue and I am using Nitro Pro 12.16.3.574 which I just freshly downloaded from your website a few days ago. "An error has occurred within our system. Please try again or contact support if this error persists. (Error 401)." By the way, I had this problem on this computer a few weeks ago. Recently (a few days ago) due to a general OS cleanup I reloaded the entire OS from scratch (Windows 10 Pro Version 20H2) and reloaded this software. I was hoping that this re-load would correct this issue; and it did for a few days and then returned. Please fix. This is not looking good for my growing company and employees who use it. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted January 1, 2021 Official Nitronaut Report Share Posted January 1, 2021 Hello @JMF, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please open your Nitro Pro 12, confirm the error message, logout from Nitro Sign at the upper-right corner of the program, close then relaunch Nitro Pro, reset your Nitro Sign password and re-login Nitro Sign? How did it go? 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...
jim.carey Posted January 4, 2021 Report Share Posted January 4, 2021 Same problem here, with Nitro Pro 12. When I sign out and sign back in, all is well - the error goes away, but I have to go through this about once a day. Would sure appreciate a permanent fix. Thanks! Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted January 4, 2021 Official Nitronaut Report Share Posted January 4, 2021 Hello @jim.carey, Thank you for reaching out to us through our Community Forums! Could you please reset your Nitro Sign password and try again? Thank you for choosing Nitro and I hope this helps. Link to comment Share on other sites More sharing options...
jim.carey Posted January 6, 2021 Report Share Posted January 6, 2021 Allain, thanks for the reply. I reset my Nitro password (I don't have a Nitro Sign password, haven't used that feature). As before, the program opened just fine for about 24 hours but returned the error again this morning. Link to comment Share on other sites More sharing options...
Vivien AP Posted January 6, 2021 Report Share Posted January 6, 2021 hi AllainU, I just want to thank you for your very detail help in this thread. I am using Nitro Pro 12 & had this Error 401 recently. I uninstall & install Nitro Pro 13 but found that my code can only works on Pro 12. After I googled for "Nitro Pro Error 40", this post shows up. I followed the 7 steps that you posted on November 13, 2020 and the Error message is gone. I can use Nitro Pro 12 again. I can also Request Signature from Nitro Pro 12. Thanks and have a good day! Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted January 7, 2021 Official Nitronaut Report Share Posted January 7, 2021 Hello @jim.carey, My apologies for the inconvenience. Could you please provide a screenshot of your 'About Nitro Pro' window under Help tab? This window should show the exact build of the program (format is 12.X.X.X, e.g. 12.0.0.112). 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...
JMF Posted January 12, 2021 Report Share Posted January 12, 2021 On 1/1/2021 at 10:15 AM, AllainU said: Hello @JMF, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please open your Nitro Pro 12, confirm the error message, logout from Nitro Sign at the upper-right corner of the program, close then relaunch Nitro Pro, reset your Nitro Sign password and re-login Nitro Sign? How did it go? Thank you very much in advance and I am looking forward to hearing back from you. Seems to have resolved the issue. Thanks Link to comment Share on other sites More sharing options...
jim.carey Posted January 12, 2021 Report Share Posted January 12, 2021 Hi AllainU - you sent me the steps to uninstall and reinstall Nitro 12. I followed them successfully, but after about 24 hours the error message returned. Nitro still opens, and my name appears in the upper right corner, but with a blank silhouette icon instead of the orange Nitro mascot. If I sign out, then sign back in, it goes back to normal. For a day or so. Any other thoughts? Thanks again for working with me on this. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted February 2, 2021 Official Nitronaut Report Share Posted February 2, 2021 Hello @jim.carey, Our sincere apologies if you are still experiencing this error even after resetting your Nitro Sign password. At the moment, we are still investigating this rare behavior with Nitro Pro 12.16 and rest assured we will keep everyone posted once there is an update. Again, our sincere apologies and stay safe always! Link to comment Share on other sites More sharing options...
jim.carey Posted February 2, 2021 Report Share Posted February 2, 2021 AllainU, thanks for getting back with me. I am able to do what I need to do so I'll just look forward to a fix. Link to comment Share on other sites More sharing options...
JMF Posted February 10, 2021 Report Share Posted February 10, 2021 On 1/12/2021 at 3:59 PM, JMF said: Seems to have resolved the issue. Thanks Ok, looks like it returns again. I logged out and back in and it goes away. A few days later I open a PDF and get the same alert. What's the deal? Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now