chastity Davis Posted August 14, 2020 Report Share Posted August 14, 2020 I have deactivated my accounts, and trying to reactivate on new computer but it says the license number is used. When I look up license is said available is 2? Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 14, 2020 Official Nitronaut Report Share Posted August 14, 2020 Hello @chastity Davis, 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. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 14, 2020 Official Nitronaut Report Share Posted August 14, 2020 Hello @chastity Davis, Thank you for the private message. To further assist you, I just made an adjustment on your license, so you can now activate your copy of Nitro Pro by going to Help tab > About Nitro Pro > Activate, entering your serial number and clicking Activate. Thank you for choosing Nitro and I hope this helps. Link to comment Share on other sites More sharing options...
Michelle Richardson Posted August 17, 2020 Report Share Posted August 17, 2020 Hi, I am also in same situation, having uninstalled Nitro10 from old laptop, & can provide my licence number to you so I can reactivate on new laptop. Please help. Thanks. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 17, 2020 Official Nitronaut Report Share Posted August 17, 2020 Hello @Michelle Richardson, 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'. 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...
Official Nitronaut Allain Umailin Posted August 19, 2020 Official Nitronaut Report Share Posted August 19, 2020 Hello @Michelle Richardson, Thank you for the private message. 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 10 serial number: https://www.gonitro.com/pro/upgrade 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 However if you prefer working with an older version and as a courtesy, I just made an adjustment on your license, so you can now activate your copy of Nitro Pro 10 by going to Help tab > About Nitro Pro > Activate, entering your serial number and clicking Activate. Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
Michelle Richardson Posted August 20, 2020 Report Share Posted August 20, 2020 Thank you so much. Working now. I may upgrade later, but it does all I need for the moment. Thanks again. Cheers, Michelle. Link to comment Share on other sites More sharing options...
Cathy Springer Posted August 28, 2020 Report Share Posted August 28, 2020 I am having a similar problem, I changed computer and deactivated NitroPro on my old computer. When I tried to activate on the new computer it is indicating that the license number is in use. Please assist. Thanks Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 28, 2020 Official Nitronaut Report Share Posted August 28, 2020 Hello @Cathy Springer, Thank you for reaching out to us through our Community Forums! On the machine you're having issue activating, I just made an adjustment on your license, so you can now activate your copy of Nitro Pro by going to Help tab > About Nitro Pro > Activate, entering your serial number and clicking Activate. Our record shows you are experiencing an issue activating the license is because the computer that the software was installed on did not generate a proper Computer ID (which is a Nitro-specific ID, which generates a unique Computer ID for each computer that the software is installed on). Instead, a Computer ID of all '0's was generated. Thank you very much in advance and please let me know if you are able to activate. Link to comment Share on other sites More sharing options...
Jay Sanders Posted August 28, 2020 Report Share Posted August 28, 2020 Just renewed my Nitro account. I use the new serial number and it says it is invalid Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 28, 2020 Official Nitronaut Report Share Posted August 28, 2020 Hello @Jay Sanders, 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? Also, a screenshot of the error message you have received after entering your new serial number. To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. To find out how to take a screen shot, check out this link: https://kb.gonitro.com/knowledgebase/#/search/screen/000004108 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...
Official Nitronaut Allain Umailin Posted August 28, 2020 Official Nitronaut Report Share Posted August 28, 2020 Hello @Jay Sanders, Thank you for the private message. Please be informed that '-20: Error - Invalid License Number' means the serial number you are trying to activate is for a different version of Nitro Pro. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 13. We then activate it using your serial number. Kindly follow 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 your Nitro Pro 13 using these offline link/s: x32 http://install.nitropdf.com/professional_13220414/en/retail/nitro_pro13_ba_x86.msi x64 http://install.nitropdf.com/professional_13220414/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 new serial number. Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
Cathy Springer Posted August 28, 2020 Report Share Posted August 28, 2020 Thank you so much for your quick response. It has activated! Link to comment Share on other sites More sharing options...
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