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problem persisting in opening PDF files currently created

Andrei Petroia

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Andrei Petroia

Dear Madam / Sir, 

I would be very much obliged to you, if you could help me in solving the problem persisting in opening PDF files currently created. This problem occurred some days ago.
By the way, the PDF files created before can be easy opened. 


It's my understanding that there are some special procedures for having technical support from Nitro.
However, I could not find any response for my issue on the https://www.gonitro.com/support web-site.
As well, I could not create my account in order to have the access to the Forums and, thus, to have the possibility to address my request to the Technical Support Team. I tried several times to receive the confirmation link (on my email), but every time there was no further action from the gonitro.com web-site. 

So, please, help me in solving the problem mentioned above. Thanks in advance. 

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Allain Umailin

Hello @Andrei Petroia,

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

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

-The serial number of your Nitro Pro. 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.
-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 13.X.X.X, e.g. or you can go to Control Panel > Programs and Features.
-Is the issue opening PDF files occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)?
-A screen shot of the error message you are receiving and/or any important information when opening your PDF files. To find out how to take a screen shot, check out this link: https://kb.gonitro.com/knowledgebase/#/search/screen/000004108 

With regard to reaching our for Technical Support, please be aware that our ticketing system is the fastest way we can communicate with our customers with Nitro VIP Access (formerly Software Assurance). Otherwise, we recommend utilizing our Knowledge Base site http://kb.gonitro.com/knowledgebase and to post your inquiry to our Community Forums https://community.gonitro.com/ (a page where other customers and Nitro Support team can collaborate and share solutions). 

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

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