Garrett Clardy Posted March 23, 2022 Report Share Posted March 23, 2022 Hello everyone! I need some help with Nitro crashing!! One of my coworkers ran into an issue where Nitro will crash when opening some (not all ) documents. When it crashes, this is the event viewer log we get. Event Viewer: Faulting application name: NitroPDF.exe, version: 13.53.3.1073, time stamp: 0x61a0c9db Faulting module name: ntdll.dll, version: 10.0.19041.1566, time stamp: 0x1be73aa8 Exception code: 0xc0000374 Fault offset: 0x00000000000ff249 Faulting process id: 0x2c20 Faulting application start time: 0x01d83ebbcd5af806 Faulting application path: C:\PROGRA~1\Nitro\Pro\13\NitroPDF.exe Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll Report Id: 7c51d340-3141-47d7-ab47-88f372b267de Faulting package full name: Faulting package-relative application ID: I have tried a lot to get it to work including running repairs, reinstalling, SFC scans, DISM checks and everything under the sun and it still crashes intermittently. Any help will be much appreciated! Thanks! Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund G. Posted March 23, 2022 Official Nitronaut Report Share Posted March 23, 2022 Hi @Garrett Clardy Thank you for reaching out to us through our Community Forums! Based on the eventlog, the version and build of Nitro PDF Pro is 13.53.3.1073. The latest build of Nitro PDF Pro 13 is 13.58.0.1180 and I recommend updating your installation to that build. Could you please provide the serial number that was used to activate the software? We need this information so we can determine the appropriate installer of the latest build. Kind regards, Link to comment Share on other sites More sharing options...
Garrett Clardy Posted March 23, 2022 Author Report Share Posted March 23, 2022 12 minutes ago, Reymund G. said: Hi @Garrett Clardy Thank you for reaching out to us through our Community Forums! Based on the eventlog, the version and build of Nitro PDF Pro is 13.53.3.1073. The latest build of Nitro PDF Pro 13 is 13.58.0.1180 and I recommend updating your installation to that build. Could you please provide the serial number that was used to activate the software? We need this information so we can determine the appropriate installer of the latest build. Kind regards, Hey there @Reymund G.! I am going to send you a message with the serial number if that is okay. Thanks! Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund G. Posted March 23, 2022 Official Nitronaut Report Share Posted March 23, 2022 Thank you for sending the serial number @Garrett Clardy You can find the Nitro PDF Pro 13 installer (latest build) from the link below:https://www.gonitro.com/product-details/downloads - click the 'Download Nitro Pro 13' link. To update, simply run the executable file installer and this will automatically update the installation to the latest build. To confirm the version and build after installation, open Nitro PDF Pro then go to the Help tab > About Nitro Pro. It should display as Nitro Pro 13.58.0.1180. Once confirmed, please observe if the error message persists when opening the document in Nitro PDF Pro. Kind regards, Link to comment Share on other sites More sharing options...
Garrett Clardy Posted March 23, 2022 Author Report Share Posted March 23, 2022 So after running the installer and double checking the version, it still crashes. This time we got this log. Faulting application name: NitroPDF.exe, version: 13.58.0.1180, time stamp: 0x61df7b9e Faulting module name: ntdll.dll, version: 10.0.19041.1566, time stamp: 0x1be73aa8 Exception code: 0xc000041d Fault offset: 0x00000000000a6532 Faulting process id: 0x3360 Faulting application start time: 0x01d83ee79add9563 Faulting application path: C:\PROGRA~1\Nitro\Pro\13\NitroPDF.exe Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll Report Id: 6d208f84-19d6-4acf-bfaf-7fc7bcb211b3 Faulting package full name: Faulting package-relative application ID: Thanks, Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund G. Posted March 23, 2022 Official Nitronaut Report Share Posted March 23, 2022 Hi @Garrett Clardy Can you send a copy of the document that is causing the application to crash? Kind regards, Link to comment Share on other sites More sharing options...
Garrett Clardy Posted March 24, 2022 Author Report Share Posted March 24, 2022 Hey @Reymund G., Unfortunately I cannot due to the information in the PDFs. I assure you it is not the file that is the issue, it happens intermittently whenever the user opens any pdf file. Sometimes the file will stay open long enough the employee can work but then crashes a little later. Thanks, Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund G. Posted March 27, 2022 Official Nitronaut Report Share Posted March 27, 2022 Hi @Garrett Clardy Are the files being accessed from a network or shared folder? Or, directly from a local drive like desktop location? I understand that the file/s cannot be shared due to confidential information. If you are able to replicate the issue with a file that can be shared, sharing this file to us will help us troubleshoot the issue by trying to replicate the issue on our end. Once the issue is reproduced within our environment, this will greatly help us investigate it. Kind regards, Link to comment Share on other sites More sharing options...
Garrett Clardy Posted March 28, 2022 Author Report Share Posted March 28, 2022 @Reymund G., The files the user access are from both locations as well as from emails in Outlook. I will work today with the user and see if we can replicate it with a test file. Then I will send a copy of that file for you to look at. Thanks for the help so far! Link to comment Share on other sites More sharing options...
Garrett Clardy Posted April 14, 2022 Author Report Share Posted April 14, 2022 @Reymund G. Sorry for the wait. I will direct message you with the document. Thanks, Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted April 17, 2022 Official Nitronaut Report Share Posted April 17, 2022 Hello @Garrett Clardy, I trust you are doing fine today and always safe. Could you please send me as well a copy of the document you are working on? Lastly, could you please provide a screenshot of your 'About Nitro Pro' window under the Help tab? This window should show the exact build of the program (format is 13.XX.X.XXX, e.g. 13.58.0.1180). The same information is available by going to Control Panel > Programs and Features. To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. Thank you very much in advance and I am looking forward to hearing back from you. Link to comment Share on other sites More sharing options...
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