Nitro Pro13 Extremely Slow to Load

[Balaji Ramanathan]

Hello, I have Nitro Pro 13.2.3.26 

Whenever I open any PDF file, it takes at least 1-2 minutes before Nitro Pro becomes responsive. Even when I open Nitro Pro application directly, it takes a long time.

Is anyone else facing the same issue? Any fixes/help?

Thanks in advance.

 BR

[Allain Umailin]

Hello @Balaji Ramanathan,

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

We are pleased to inform you that we have released a new build with some enhancements and fixes so kindly update using below direct installers for the most updated build:

x32 http://install.nitropdf.com/professional_13162300/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13162300/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 

Thank you for choosing Nitro and I hope this helps!

[Marcel Bernards]

We also receive numerous complaints for users who use this latest 13.14.2.300 version when using our Cisco VPN connections and use our corporate network connection.

In the case they start up Nitro when connected trough their home network or from our corporate LAN it works as expected.

I can Install and activate Nitro over VPN links but running Nitro with VPN on seems to hit some kind of "calling home" barrier and not reaching some kind of external site or not properly using proxy settings applied. A MS network monitor  trace it seems nitropdf.exe to tries to connect to two external addresses 

I get a 403 forbidden when trying to go there using a browser to the root but probably i need a specific url to get something usefull back, but it is talking back to me anyway

Also after sitting out the wait it will run, but users also complain about slowness opening PDF files. 

I'm pretty sure it has something to do with the VPN transparency but so far we encountered no other problems using our corporate VPN with other applications.

Also does this mean you can't use Nitro when no internet connection is available?

 

[Marcel Bernards]

Nitro support suggested the following:

1. Whitelisting IP addresses on port 80 and 443:
64.191.16.50
104.16.119.102
104.16.158.102

2. Disabling the following registry key:
HKEY_CURRENT_USER\Software\Nitro\Pro\13\Settings\Preferences\nps\disable_nps_survey = /b 1
Default setting will be /b 0, change to /b 1 in order to disable the survey. 

Since the VPN connection has transparent access to internet trough the VPN router and internal firewalls solution 1 did not do anything, but the survey setting did the trick. somehow the VPN path is not transparent enough for the survey setting. installing and activation does work over VPN (using SCCM deployments). I modified the installation MST created with the Enterprise Deployment and set that particular key but then in HKEY_LOCAL_MACHINE\SOFTWARE\Nitro\Pro\13\settings\Preferences\nps\disable_nps_survey = /b 1 

 

[zgsteve]

On 5/13/2020 at 10:33 AM, AllainU said:

Hello @Balaji Ramanathan,

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

We are pleased to inform you that we have released a new build with some enhancements and fixes so kindly update using below direct installers for the most updated build:

x32 http://install.nitropdf.com/professional_13162300/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13162300/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 

Thank you for choosing Nitro and I hope this helps!

THANK YOU AllainU!  That fixed my SLOW opening of my NitroPro. Your updated version is SUPER QUICK. It used to take 30 seconds to sign me in (light up) before I could touch the pdf. Subsequent pdf's opened fine. Once I closed NitroPro, started all over again waiting to sing me in.  All good now.