Nitro Pro 12 is freezing after the last windows 10 update

[a.fiecchi@gmail.com 0]

My Nitro 12 Pro is installed since july 2019

I have just uploaded the last Windows 10 update and the program is not opening any more.

[AllainU 0]

Hello @a.fiecchi@gmail.com,

Thank you for reaching out to us through our Community Forums and our sincere apologies if your program is now freezing.

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

To send it 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. 

[a.fiecchi@gmail.com 0]

Thank you for your feedback.

I uploaded the release 13 and the problem was solved.

[Douglas R. Smith 0]

I am having the same problem.   I have two licenses for Nitro Pro 12 and I have received no notice of an upgrade to v13.

 

 - Doug

[AllainU 0]

Hello @Douglas R. Smith,

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

If you are interested in upgrading your license to Nitro Pro 13, kindly access our Upgrade Portal and enter your Nitro Pro 12 serial number: https://www.gonitro.com/pro/upgrade 

You may also want to purchase Nitro VIP Access (formerly Software Assurance) that entitles users to free upgrades for the next release of Nitro Pro and Premium Support for one year after the purchase date. (Premium Support is prioritized ticket support with our Technical Support staff/Nitro Customer Success and Service Team for one year after the purchase date).

You should then receive an email confirmation with a new serial number to activate Nitro Pro 13 and to know more about some enhancements and fixes with Nitro Pro 13, please visit our Release Notes page https://www.gonitro.com/nps/product-details/release-notes 

However if you prefer working with Nitro Pro 12, could you please provide the build of Nitro Pro?. You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 12.X.X.X, e.g. 12.0.0.112) 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. 

Edited March 23, 2020 by AllainU

[Douglas R. Smith 0]

Thanks much for your help.   I have ordered the upgrade.

 

 - Doug.

[Michael Silk 1]

Why upgrade to Nitro 13 if 12 is not working. I have uninstalled reinstalled this too often to mention is there a fix to keep Nitro from crashing? I could really use some suggestions. It seems to be getting worse. I view edit and create PDF through out every day. If i cant get this to work i going to have to move on to a different product.

[Michael Silk 1]

I too am having issues with Nitro Pro 12. i have uninstalled and reinstalled it quite a few times. I do like this program but it makes it awfully hard to work with if it keeps crashing. is there a fix for this?

[AllainU 0]

Hello @Michael Silk,

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

Please be aware that upgrading to Nitro Pro 13 was just an option offered to Douglas Smith.

To further assist you, I checked our server logs and I can see you have deactivated and reactivated your Nitro Pro 12 two weeks ago and today.

Could you please provide the exact build of your program? You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 12.X.X.X, e.g. 12.0.0.112) 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. 

[Michael Silk 1]

12.16.3.574

[AllainU 0]

Hello @Michael Silk,

Since you already have the latest build for Nitro Pro 12, does this happen with every file? If it is a single file, please send us the sample file (with sensitive information extracted) by sending me a private message (hover your mouse on top of my name 'AllainU' and select 'Message') so I can replicate it on my end. 

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

[Kimberly Van Hal 0]

On 3/10/2020 at 10:44 PM, a.fiecchi@gmail.com said:

My Nitro 12 Pro is installed since july 2019

I have just uploaded the last Windows 10 update and the program is not opening any more.

I am having this problem as well. Build 12.16.3.57.4. The logo flashes momentarily but neither files nor software will open. - kimxxxxxxx@gmail.com

Edited April 16, 2020 by AllainU

[AllainU 0]

Hello @Kimberly Van Hal,

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

Since you are already using the latest build of Nitro Pro 12, let us try some troubleshooting by referring 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 uninstall your Nitro Pro: http://install.nitropdf.com/professional_13151282/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 

3. 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.

4. 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

If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 

5. 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!

[Jessica Zagier Wallace 0]

Hi. We are having the problem of Nitro 12 taking a long time (like 20 minutes) to open or to save documents. This has only started in the last week or so. I do not know whether it coincided with the most recent Windows update, but it could have. 

Build is Nitro Pro: 12.12.1.522

Please let us know what troubleshooting steps we should take! Thank you for your assistance!!!

 

[AllainU 0]

Hello @Jessica Zagier Wallace,

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

In order to further assist you, could you please provide the serial number of your Nitro Pro 12?

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

This matters because our business installers are different from the online ones.

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

[AllainU 0]

Hello @Jessica Zagier Wallace,

Thank you for the private message.

Since you are still working with an older build of Nitro Pro 12, we highly suggest following these steps to update to 12.16:

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 uninstall your Nitro Pro: http://install.nitropdf.com/professional_13162300/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 

3. 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.

4. 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

If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 

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