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Hello @Malcolm Lyle Jr, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. To further assist you, I have executed a password reset of your Nitro Cloud account where you have used your Gmail address. Please check your inbox and if you did not receive it, kindly also look inside Spam / Junk folder as sometimes our emails goes there. To know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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Hello @Julien IYER, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide the serial number of your Nitro Pro 10? 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. Thank you very much in advance and I am looking forward to hearing back from you.
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John Abikhair joined the community
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Hello @Kathleen Penton, Thank you for this information. Before continuing, please be aware that Nitro Pro 11 or older are already discontinued as documented in our Sunset Policy: https://www.gonitro.com/support/sunset-policy . With that, support for the discontinued versions are no longer available. If you are interested in upgrading your license to Nitro Pro 13 with a discounted rate, kindly access our Upgrade Portal and enter your Nitro Pro 11 serial number: https://www.gonitro.com/pro/upgrade You may also want to purchase Nitro VIP Access (formerly Software Assurance) that entitles users to free upgrades for the next release of Nitro Pro and Premium Support for one year after the purchase date. (Premium Support is prioritized ticket support with our Technical Support staff/Nitro Customer Success and Service Team for one year after the purchase date). You should then receive an email confirmation with a new serial number to activate Nitro Pro 13 and to know more about some enhancements and fixes with Nitro Pro 13, please visit our Release Notes page https://www.gonitro.com/nps/product-details/release-notes In addition to that and many other feature improvements, version 13 also contains some important security vulnerabilities fixes that you might want to consider when deciding whether to upgrade to it or not. You can find out more about these fixes here: https://www.gonitro.com/nps/security/updates However if you prefer working with an older version and as a courtesy, let uninstall your current version as it appears it is not generating the activation certificate. Please refer 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_12163574/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 11.0.8 using below offline installers: x64-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x64.msi x32-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x86.msi To know if you have 32-bit or 64-bit, please refer to this article: https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq 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.
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Error 401 and possibly upgrading issues?
dstaples@grandviewenergy.c replied to dstaples@grandviewenergy.c's topic in General Product Use
Thanks Allain! Very helpful and i have just followed the recommended steps and am back using my Nitro 12 Pro steadily. Very much appreciate the help. -
Hello @A P, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide the serial number of your Nitro Pro 12? To send it 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.
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Hello @tiger, Thank you for this post. I am afraid I am unable to find your Nitro Pro 13 purchase under your name or email address. In order to help you with your request, could you please provide the following information for me? -The full name and address of the purchaser -The email address used to purchase Nitro Pro 13. -A copy of the order invoice. 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.
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Deactivation/reactivation issue-License number not valid
AllainU replied to Danielle Shaw's topic in Activation/ Installation
Hello @Danielle Shaw, Thank you for the private message. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 12. We then activate it using your serial number. Kindly follow these steps: 1. Uninstall Nitro Pro from your computer by going to Control Panel > Programs > Programs and Features then reboot the machine. 2. 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. 3. Download your Nitro Pro 12.16 using these offline link/s: x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x64.msi To know if you have 32-bit or 64-bit, please refer to this article: https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq 4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number. Thank you for choosing Nitro and I hope this helps. -
Hello @Philip Argy, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. To know more about this incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Our sincere apologies for this inconvenience and stay safe always!
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Hello @Kerry11, Thank you for reaching out to us through our Community Forums! I would highly recommend going for a Business license in order for you to have just one master serial number, however, you must purchase 20-users or more through our Sales Team by filling-up this online form: https://www.gonitro.com/contact-sales Thank you for choosing Nitro and I hope this helps.
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Windows terminal server and nitro pro users
AllainU replied to Paolo Cellini's topic in Activation/ Installation
Hello @Paolo Cellini, Thank you for reaching out to us through our Community Forums! To further assist you, could you please provide the following information?: -Is your server PHYSICAL machine or VIRTUALIZED (e.g. XenServer, VMWare, Hyper-V, Azure or Amazon WorkSpace)? -Is the server's operating system installed as STREAMED (e.g. Citrix Provisioning Services or Machine Creation Services or Standard Microsoft Remote Desktop Server)? -Will Nitro Pro be installed on the server as STREAMED (e.g. using App-V or ThinApp)? Thank you very much in advance and I am looking forward to hearing back from you. -
Nitro Pro 13.31 Keep Crashing when print using Canon printer
AllainU replied to Wong Khar Heng's topic in Printing
Hello @Wong Khar Heng, Thank you for this information. For the sake of initial troubleshooting of this crashing issue, we recommend that you repair your Nitro Pro. 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 If Modify button is greyed-out, please refer to this screen-cast that will teach you on how to go to Control Panel > All Control Panel Items > Programs and Features and repair your Nitro Pro program or any application installed on your system: https://www.screencast.com/t/rvpUkq40c If repairing didn't help, let us uninstall Nitro Pro 13.31 and install Nitro Pro 13.33 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_13332645/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 13.33 using below offline installers: x32 http://install.nitropdf.com/professional_13332645/en/retail/nitro_pro13_ba_x86.msi x64 http://install.nitropdf.com/professional_13332645/en/retail/nitro_pro13_ba_x64.msi To know if you have 32-bit or 64-bit, please refer to this article: https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq 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 very much in advance and I am looking forward to hearing back from you. -
Hello @Lea Wensley, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab? This window should show the exact build of the program and its serial number (format is 13.X.X.X, e.g. 13.2.3.26). Lastly, a screenshot of the error message you have received after entering your serial number. To find out how to take a screen shot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b 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.
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Hello @David Johnston, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. To know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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Diane Lord joined the community
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Diane Drain joined the community
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Hello @Doug Hinsley, Thank you for reaching out to us through our Community Forums! I believe you are referring to our Nitro Pro program that you have stopped using for about 4-years already and this isolated incident is related to our free online conversion service. To know more about this incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Our sincere apologies for this inconvenience and stay safe always!
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Nitro PDF Creator 11.0.8 not creating PDF files
Sandeep Shah replied to Sandeep Shah's topic in Conversion
hi Allain yes perfect!!! it worked. what i did was re installed the software and then ran this link below and problem is solved! http://install.nitropdf.com/professional_13310605/en/enterprise/Nitro_Creator_x64.msi Thanks for the constant effort and help! -
Hello @Desmond Soar, Thank you for reaching out to us through our Community Forums! I believe our Incident Response Team have reached out to all affected users, however if you were not notified, our sincere apologies for the inconvenience this has caused you. To know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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Hello @javier.valencia@vtgonline.com, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. I have forwarded your request and initiated your data deletion with our Security team. Please allow up to 30 days for all your data to be deleted from our platforms. If you want to know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Our sincere apologies for the inconvenience and stay safe always.
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Hello @yankrllus.yk@gmail.com, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. If you do not have an account with us, it is possible that have received a document in the past that requires signing where the sender used a Nitro Sign account. With regard to the email that you have received about this incident, please do not click any links, capture a screenshot, send it to me via private message (hover your mouse on top of my name 'AllainU' and select 'Message') and then immediately delete the message as this information will be forwarded to our Incident Response Team. If you want to know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update In line with the data deletion, please provide the details as well via private message. Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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Hello @levan.bokeria@hotmail.com, Thank you for reaching out to us through our Community Forums and our sincere apologies for the inconvenience this has caused you. If you want to know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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Hello @thomas.schmitt@getitservices.ch, Thank you for reaching out to us through our Community Forums! I believe our Incident Response Team have reached out to all affected users, however if you were not notified, our sincere apologies for the inconvenience this has caused you. If you want to know more about this isolated incident, here is the link for more details, latest updates and action plan in-place by our IT-Security team: https://www.gonitro.com/nps/security/updates#security-incident-update Should you have further questions, feel free to send a direct email to our Incident Response Team through incident@gonitro.com Again, our sincerest apologies for this inconvenience. Thank you and stay safe always!
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I have also had a warning from Firefox monitor that my data has been stolen from Nitro. I stopped using it about 4 years ago. Not even sure what has been stolen. Can you tell me?
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Hello @Wendy Quigley, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide 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. Thank you very much in advance and I am looking forward to hearing back from you.
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Hello @Ricardo Castro, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please open your Nitro Pro 13, confirm the error message, logout from Nitro Sign at the upper-right corner of the program, close then relaunch Nitro Pro, reset your Nitro Sign password and re-login Nitro Sign? How did it go? If that did not help, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab? This window should show the exact build of the program and its serial number (format is 13.X.X.X, e.g. 13.6.0.108). To send it 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.
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Issue with activating a serial for Nitro Pro 12. Nitro serial check shows 1/2 installs available. I have installed this via the Nitro website so it is the most up to date version.
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Trouble with Activation
Kathleen Penton replied to Kathleen Penton's topic in Activation/ Installation
23460x-xxxxxx-xxxxxx I no longer get that error. I got it (or something like it) when I first started trying to activate. Now I get a screen that has me copy and past on the next screen then I get: "There was an issue with the activation certificate. If you activated manually, click 'Back' and re-enter the activation certificate. Ensure that you have copied the certificate correctly. If you still encounter problems, please contact support via the link below. Submit a support request
