Nitro Pro 13 will not open

[John Wofford]

When trying to open Nitro Pro 13 the splash screen stays and goes no further.  Looking at Task Manager it indicates Nitro Pro is "unresponsive".  I just purchased Nitro Pro last week 5/8/2020 and it has been working fine.  The only update to my Windows 10  edition 1909 is build 18363.836 which was auto-installed last night from build 18363.815.  Any help would be appreciated as I need to manipulate PDF's and cannot.  Thanks!

[Allain Umailin]

Hello @John Wofford,

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

I recommend that you repair your Nitro Pro via the Control Panel > Programs and Features.

Please reboot your computer before and after running this repair to ensure that there are no ties to Nitro still active in the background.

You may refer to this article: https://kb.gonitro.com/knowledgebase#/search/repair/000004603 

Thank you very much in advance and I am looking forward to hearing back from you if this helps

[John Wofford]

The Repair function in Control Panel runs to 95% and then stops.  I let it run 40 minutes and still 95%.

[Allain Umailin]

Hello @John Wofford,

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_13162300/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 13.16 using below offline installers:

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 

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!