Can't uninstall, can't update to new version (please read before responding)

[liz220]

I have tried every step by step instruction I have found to uninstall as well as install these versions of Nitro, please read and let me know what I'm missing and if there is a known bug for windows 10 that I need to know about:

 

Trying to uninstall Nitro Pro 11 - cannot figure it out for the life of me on Windows 10
Here is the error message:
"Nitro Pro Setup Wizard has Failed"
The only option from the uninstall is "Finish" 

I also cannot install Nitro Pro 13 in order to over write the old version, and keep getting the following message:

"Something is blocking intro from proceeding:  The following files are in use.  You'll have to close these applications before the installation can proceed.  Click CONTINUE to close them and continue.
- Nitro Pro"

I have repeatedly tried every step by step instruction I've found on this site and others.  I disabled all of the running .dll files and cannot find even one instance of the program running anywhere.

What is going on?  How do I install 13?  How do I get rid of 11?  I'm completely at a loss.
 

[Allain Umailin]

Hello @liz220,

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

To uninstall your Nitro Pro 11, please download and run our Clean Up utility:  http://install.nitropdf.com/professional_1391155/install-cleanup/install-cleanup.zip

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures:  https://kb.gonitro.com/knowledgebase#/search/stamps/000004307

After rebooting your machine, kindly follow the steps below to install your Nitro Pro 13:

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. Please 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.

3. Download and install Nitro Pro 13.9.1.155 using below offline installers:

x32 http://install.nitropdf.com/professional_1391155/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_1391155/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

4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number.

Thank you for choosing Nitro and I hope this helps!

[liz220]

Thanks for the input!

I did all of this and am currently attempting to install the x64, after opening the .exe file the error is:

"Nitro Pro Setup Wizard ended prematurely because of an error.  Your system has not been modified.  Click the finish button to exit the setup wizard."  

Is there another offline version that I can try of the x64?  I followed all of your instructions to the letter and it's still not installing.  Blarg!  Thank you!

 

[Allain Umailin]

Hello @liz220,

Unfortunately, those links I provided are the only offline installers we have.

To further troubleshoot, could you please create a new user profile, login with it and try installing Nitro Pro 13?

We have received a few reports where the user profile is corrupted and it is causing the installation failure.

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

[liz220]

Yeah, dude, I even signed up for the $50 support access and they just told me to restart and install again.  Literally not even a little helpful.  Thanks anyway though, I wish y'all could actually look at my individual concerns because I'm actually pretty adept at software and databases and I have done everything troubleshooting wise, so my feeling is this is just a broken upgrade and I'm gonna have to request a refund.  Would love not to, but I'm not getting the support even with the extra 50 bucks.  Still being treated like someone that can't figure out how to run a repair script.  

 

[Allain Umailin]

Hello @liz220,

Our sincere apologies if the above steps did not help in fixing this issue.

For better case handling, please allow me to work with my colleague who owns the support case that you submitted.

Rest assured we will do our best for you to be able to install Nitro Pro 13 and remove Nitro Pro 11 from your machine.

Have a nice day ahead and please expect an update through the support ticket.