My documents wont print to Nitro

[Duane May]

Good Afternoon,

I recently switched my nitro from my old laptop to my new laptop.  I activated the product and now I am having issues being able to print to Nitro and open pdf files.

Not sure what's going on because I am following the same process as I have in the past.

Thanks,

Betsy

 

 

[Allain Umailin]

Hello @NitroWest,

Thank you for reaching out to us through our Community Forum

In order for me to further assist you with your concern, could you please provide the following?:
-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.
-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 so I can replicate it on my end. 
-Where are the files saved (local, a shared drive or an external drive) when you are trying to open and print? Can you check if you have the same issue when the file is saved locally?

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

[Duane May]

12.16.3.574

serial number- 234601-xxxxxx-xxxxxx

Yes, this happens with every file.

These files are saved local to my documents on my laptop.

Hopefully this answers your questions.

Edited March 24, 2020 by AllainU

[Allain Umailin]

Hello @NitroWest,

Thank you for this information.

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_13132242/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!