Colm Morgan Posted August 26, 2020 Report Share Posted August 26, 2020 HI We recently installed Nitro Pro 13.19.2.356 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 Thanks Colm Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted August 26, 2020 Official Nitronaut Report Share Posted August 26, 2020 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:http://install.nitropdf.com/professional_13192356/install-cleanup/install-cleanup.zip 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, Link to comment Share on other sites More sharing options...
Colm Morgan Posted August 27, 2020 Author Report Share Posted August 27, 2020 Perfect Reymund, that worked great Colm Link to comment Share on other sites More sharing options...
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