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Problems with activation following Windows 10 update


Martyn Lloyd
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HI,

I wonder if you could possibly provide some guidance and support?

 

I have a full registered version of Nitro Pro

Nitro Productivity Suite
Includes Nitro Pro for desktop PDF productivity and Nitro Sign for unlimited eSignatures
Following a recent Windows10 update, (Why do they do it!!!!!!!) which appears to have by default edited the Registry file, it now ensures that whenever I use the application I have a script file running in a loop which cannot be defeated.
I have deleted the software and completed a re-installation, and I have the programme running, which says, you have not activated your trial version (I didn't need to, I bought the software and activated immediately)
The functionality of Nitro Pro is excellent and I am more than happy with the product, its just a bit of a pain, every time I start the program, I have an activation request load at the same time....and despite trying to  follow the activation process both automatic or manually, the script does not actually allow completion??
Any advise gratefully received.
 
Many thanks
 
Martyn
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  • Official Nitronaut
Allain Umailin

Hello @Martyn Lloyd,

Thank you for reaching out to us through our Community Forums and our sincere apologies for this inconvenience.

In order for me to further assist you with your concern, could you please provide the following?:

-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.
-Build of Nitro Pro are you working with. You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.X.X.X, e.g. 13.2.3.26) or you can go to Control Panel > Programs and Features.

Thank you very much in advance and I am looking forward to hearing back from you. 

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  • Official Nitronaut
Allain Umailin

Hello @Martyn Lloyd,

Thank you for the private message.

Based on the screenshots you have provided, you were offered to manually activate the program after clicking Activate button and it is not generating the activation certificate.

At the moment, we are still investigating this behavior and to further assist you in troubleshooting this issue, 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_13241467/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 13.24 using below offline installers:

x32 http://install.nitropdf.com/professional_13241467/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13241467/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 very much in advance and I am looking forward to hearing back from you. 

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Good Afternoon Allain,

I have tried unsuccessfully to apply all the fixes you have recommended.

Complete clear all files, new clean install and it still runs the same script file.......

No joy unfortunately.

I still get the registration script running in the background.

Any further suggestion?

The program Nitro Pro runs fine and its a great programme, just a pain in the bum that I have this pop up all the time.....

 

Regards

 

Martyn

PS. The post dosent allow me to attach screen shots with whats happening, only historic images, which isn't really any good.....

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I am definitely not a newbie.  I am an oldie who is having trouble with activation on a product I bought and activated almost a year ago.  I also tried to download the most current version and am not sure I succeeded

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Allain Umailin

Hello @Ellen Levy,

Thank you for reaching out to us through our Community Forums and our sincere apologies for the frustrations.

Based on the information you have provided, you are also unable to activate the program because it is not generating the activation certificate.

At the moment, we are still investigating this behavior and to further assist you in troubleshooting this issue, could you please perform the steps I sent to Martyn? How did it go?

Thank you and I am looking forward to hearing back from you. 

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Just a brief note to all who had the problem with activation after running Windows 10 update...

Allain helped me and reactivated my software. The process took about 5-10 minutes and everything is running perfectly.

Absolute STAR.....

For those still experiencing the problem, hang in there.... there is light at the end of the tunnel. NitroPro will support you.

I cannot speak highly enough of these support guys.

Great Work. Another happy customer.

Regards

Martyn

Edited by AllainU
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  • Official Nitronaut
Allain Umailin

Hello @Josephine Anderson,

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'.

Thank you very much in advance and I am looking forward to hearing back from you. 

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