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There was a connection issue

Colm Morgan

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We recently installed Nitro Pro on a user's laptop. The product activated successfully but now when the user starts to make changes to a document she gets a message to say that she is using a trial version

When I try to activate it using the serial number I get a message to "There was a connection issue" and given the option to try manually activate it. When I try this, I am directed to copy the certificate in the box but the certificate is not in the window and cannot be copied



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Reymund Oyong

Hi @Colm Morgan,

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

The activation failure seems to be caused by the error message 'There was a connection issue'. Please try the following steps then see if it will let you proceed with the activation.

1. Download Nitro cleanup tool from the link below:

2. Extract the cleanup utility then run the cleanup tool by double-clicking nitro-cleanup.vbs. A command window will appear during the cleanup process.
3. After the cleanup, restart the computer. 
4. Install Nitro Pro 13.22 by downloading a new installer from the link below:
https://www.gonitro.com/nps/product-details/downloads - Click the 'Download Nitro Pro 13' link. 

5. Once Nitro Pro 13.22 is installed, activate it by going to Help tab > About Nitro Pro > Activate. Enter your version 13 serial number then click on Activate. 

Please let me know how it works for you. 

Kind regards, 

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