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Ingrid CD

Will not print all pages in multi page document

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Ingrid CD

When I try to print a multiple page document, only a selection of pages will be available to print. Sometimes, it's just the 1st page, or just the odd pages, but never the full document. If I open the document in another program, such as Microsoft Edge, I can print all pages of the document. I am using Nitro Pro 12.4.0.259.

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AllainU

Hello @Ingrid CD,

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

Kindly update your program to Nitro Pro 12.16 using below direct installers then try printing again:

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 

Thank you for choosing Nitro and I hope this helps!

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Ingrid CD

I have installed Nitro Pro 12.16 and I still have the same problem.

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AllainU

Hello @Ingrid CD,

My apologies for this inconvenience.

To further troubleshoot this issue, could you please provide the following information?:
-Any changes you are aware of before this happened (e.g. Windows Updates)?
-Does this happen with every file? If it's a single file, please send us the sample file (with sensitive information extracted) so I can replicate it on my end. To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.
-What is the exact make / model of your printer?

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

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Ingrid CD

Hi Allain,

This has been happening for a few months, so it may have been preceded by a Windows update. My current version is Windows 10 Version 1909 for x64.

Yes, it happens with every multi-page document. 5 pages is reduced to 3 for printing, 2 pages reduced to 1, 60 pages becomes 30. It looks like it will only print odd-numbered pages. I have send you an example in private message.

My printer is EPSON50C8CF (WF-3620 Series). As I mentioned before, there is no printing issue when I use a different program, such as Microsoft Edge.

Thanks!

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AllainU

Hello @Ingrid CD,

Thank you for your private message and for letting me know that uninstalling and reinstall Nitro Pro 12.16 helped in fixing this printing issue.

Have a nice day and stay safe!

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Terrence Berger

I am having the same problem.  I uninstalled then re-installed nitro pro 12, still having this same issue.  It happens to all documents.

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AllainU

Hi @Terrence Berger,

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

In order for me to further assist you with your concern, could you please provide the following?:

-Is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)?
-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 12.X.X.X, e.g. 12.0.0.112 ) or you can go to Control Panel > Programs and Features.
-Are you having issue printing to a physical printer? What is the exact make / model of your printer?

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

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Terrence Berger

*It is a new issue.  I recently upgraded to a new laptop and windows 10, reinstalled nitro 12 and it was printing fine.  The last updates were 6/11 (security update for adobe flash player) and 6/13 (cumulative update).  The last update roughly coincides with when I started noticing the problem

*Version: Nitro Pro 12.16.3.574

*yes, having issues printing to a physical printer.  HP Laser Jet Pro MFP M521 PCL 6.

I would appreciate any assistance you can offer.

--Terry

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Terrence Berger

Actually, regarding windows updates, the printing problems preceded the 6/13 update.

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AllainU

Hello @Terrence Berger,

Thank you for this information.

Could you please check on your system if it has KB4560960 and / or KB4561608 Windows updates installed?

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

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Terrence Berger

Yes, KB4560960 has been installed on 6/14/2020.

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AllainU

Hello @Terrence Berger,

Thank you for this information.

We have received a few reports for the same printing issue and we found that this is caused by this KB4560960 Windows Update as per below article:  https://www.bleepingcomputer.com/news/microsoft/windows-10-printing-breaks-due-to-microsoft-june-2020-updates/  

Could you please uninstall this update, reboot your machine and and try printing again using your Nitro Pro?

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

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Terrence Berger

I did uninstall this update, but unfortunately it did not fix the problem.

Any other suggestions?

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AllainU

Hello @Terrence Berger,

Did you reboot your machine after uninstalling the Windows Update?

If yes but you are still having the same issue, let us uninstall and reinstall your Nitro Pro 12 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_12163574/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. 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.

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