Nitro Pro 13 Crashes/Freezes when merging PDF Files

[sahar kazi]

Hi,

since today morning whenever I try to merge PDF files, it freezes. I already tried reinstalling, tried installing the latest update of nitro pro 13, tried the compatibility option by setting it to windows 7, deleted temp folder, nothing worked. Didn't install any new windows 10 update as well. I thought the problem would maybe be related to the PDF file I'm combining but its not, any PDF I'm trying to merge, the problem is the same. Restart works sometimes, but it's not possible to restart every now and then especially when there's an urgent work to be done. My nitro pro 13 version is 13.19.2.356

[Allain Umailin]

Hello @sahar kazi,

Thank you for reaching out to us through our Community Forums and our sincere apologies for this inconvenience.

To further assist you, 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_13192356/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 13.19 using below offline installers:

x32 http://install.nitropdf.com/professional_13192356/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13192356/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 

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

 

If above steps did not help, could you please provide the following?:
-Are you able to replicate the same issue on a different machine?
-Where are the files saved (local, a shared drive or an external drive) when you are trying to merge? Can you check if you have the same issue when the file is saved locally?
-Support Tools file from the affected machine. Note that if the tool is not found in Help tab, you will need to go to the installation folder of Nitro Pro and open NitroPDFSupportTools.exe: https://kb.gonitro.com/knowledgebase/#/search/support tools/000004465 

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

[sahar kazi]

1) Cache Cleared

2) Ran the clean up utility

3) cleared download folder

4) installed nitro pro 13 using the link

5) activated

issue still persistent. I tried combining pdf using nitro 10 and it worked flawlessly.

-Are you able to replicate the same issue on a different machine? - No, seems to be with only nitro pro 13. others employees are using nitro pro 10
-Where are the files saved - Locally
-Support Tools file - Tried saving log, nitro crashed

 

Also to be noted, even when I simply open the application, click on combine and add file, it crashes. Doesn't necessarily have to be a pdf file, even doing on the application without openign file crashes. There is some issue with this version which you need to check and get fixed asap. I didn't pay to face this issue