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Error 401 - Post Activation


sbkent2000
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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

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  • Official Nitronaut

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.

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  • 1 month later...
  • Official Nitronaut

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!

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  • 7 months later...
Shafique Adam

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 by Shafique Adam
updated the contact
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  • Official Nitronaut

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.

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Steve Douglas

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

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  • Official Nitronaut

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.

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nicky mckenzie
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.

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  • Official Nitronaut

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. 

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  • 1 month later...

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.

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  • Official Nitronaut

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.

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jim.carey

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!

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  • Official Nitronaut

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.

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jim.carey

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.

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Vivien AP

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!

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  • Official Nitronaut

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.

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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

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jim.carey

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.

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  • 3 weeks later...
  • Official Nitronaut

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!

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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?

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