Installed update yesterday, and activated it. The program will not open

[Mark Anders]

Long-time user here. Installed update yesterday, and activated it. The program will not open, will not repair itself, and tells me I need to send you more money before you will help. I hate this contemptible idea of service, and I want a reply or a refund; the old version worked fine - and you should not be selling a version that doesn't work, and with no other way to reach you except through forums. Please respond asap.

 

[Allain Umailin]

Hello @flurb,

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

Please be aware that as much as we would like to provide phone support, our ticketing system is the fastest way we can communicate with our customers with Nitro VIP Access (formerly Software Assurance). Otherwise, we recommend utilizing our Knowledge Base site http://kb.gonitro.com/knowledgebase and to post your inquiry to our Community Forums https://community.gonitro.com/ (a page where other customers and Nitro Support team can collaborate and share solutions).

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 screen shot of the message you are receiving. 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. 

[Mark Anders]

13.8.2.140. Very suddenly, the program seems to be opening correctly. If I get the error message again, I'll reply here. I'm sorry if I was excessively gruff - but something that enrages me is charging extra for even email support, which, given the bugs endemic to the newer versions, should be included in the purchase price - particularly for customers of more than ten years.