Valentin Beutler Posted September 16, 2020 Report Share Posted September 16, 2020 Dear Support, I have an issue for activate a license. When i go to the portal and check the license there : https://licenses.gonitro.com/prd/portal -> The Number of Activations is 0 and the Number of Activations Allowed is 2. When i tried to activate the license on Nitro Pro PDF, i have the error message -23, the license is already used. What can i do to resolve the issue ? Best regards Valentin Beutler Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted September 17, 2020 Official Nitronaut Report Share Posted September 17, 2020 Hello @Valentin Beutler, 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. Link to comment Share on other sites More sharing options...
Valentin Beutler Posted September 18, 2020 Author Report Share Posted September 18, 2020 Dear @AllainU, The license has been sent via private message. Thank you in advance. Best regards. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted September 18, 2020 Official Nitronaut Report Share Posted September 18, 2020 Hello @Valentin Beutler, 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 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 Please be aware that the issue of license reverting to 'Trial Expired' when a major Windows Updates was installed and generating null-id (Computer ID of all '0's) has been fixed in version 13. 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, 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...
Edward Peacocke Posted September 24, 2020 Report Share Posted September 24, 2020 I have installed from online purchase on 5th September and then activted on the 8th September after paying and getting my actiation serial number The program has worked brilliantly until today when it reverted to expired demo and resistes all efforts to accept the activation again I also have a activation issue as per this topic and have also followed the process with the same result Licences available 2 avtivtions 0 and a message then to say I can not deactive 0 I hae tried clering the app and also reinstalled Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted September 29, 2020 Official Nitronaut Report Share Posted September 29, 2020 Hello @Edward Peacocke, Thank you for this information and our sincere apologies for the inconvenience. 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 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...
Colleen Riccinto Posted October 5, 2020 Report Share Posted October 5, 2020 (edited) Hello - I purchased Nitro Pro v7, English on 5/16/12. My order reference number is 323xxxxx. I switched to a new computer and would like to download the software there. I followed the activation process on the website and was unsuccessful. Could you please provide me with a link to download version 7. I have my serial number and can send it to you via private message. Thank you! Edited October 5, 2020 by AllainU Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 5, 2020 Official Nitronaut Report Share Posted October 5, 2020 Hello @Colleen Riccinto, Thank you for reaching out to us through our Community Forums! Are you transferring Nitro Pro 7 on a new machine with Windows 10 operating system? 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...
Colleen Riccinto Posted October 5, 2020 Report Share Posted October 5, 2020 Yes, that is correct. I am transferring Nitro Pro 7 to a new machine with Windows 10 operating system. Link to comment Share on other sites More sharing options...
Jeff Pasquale Posted October 5, 2020 Report Share Posted October 5, 2020 Trying to activate Pro13, with the Activation Assistant. 1) Will not connect to the internet and wants a Proxy. 2) Manual - entered the License, clicked next, no cert, tried to click the web site, will not take me to the activation page. I went manually with Chrome/edge no joy. 3) checked the license its good 0 used out of 2 Killed all firewalls, and anti malware/etc, programs tried again. tried the license tab on the top right, just wants me to buy. Can you give me a hand getting this up and running. Jeff Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 5, 2020 Official Nitronaut Report Share Posted October 5, 2020 Hello @Colleen Riccinto, Thank you for this information. Nitro Pro 7 was developed, released and then eventually discontinued prior to Windows 10 being released (July 2015) which is why there is no compatibility from the get-go. It has been discontinued as documented in our Sunset Policy: https://www.gonitro.com/nps/product-details/sunset-policy 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 7 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 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 Thank you for choosing Nitro and I hope this helps. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 5, 2020 Official Nitronaut Report Share Posted October 5, 2020 Hello @Jeff Pasquale, 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. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 5, 2020 Official Nitronaut Report Share Posted October 5, 2020 Hello @Jeff Pasquale, Thank you for the private message. Based on the information 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_13263505/install-cleanup/install-cleanup.zip 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 13.26 using below offline installers: x32 http://install.nitropdf.com/professional_13263505/en/retail/nitro_pro13_ba_x86.msi x64 http://install.nitropdf.com/professional_13263505/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 for choosing Nitro and I hope this helps. Link to comment Share on other sites More sharing options...
Jeff Pasquale Posted October 6, 2020 Report Share Posted October 6, 2020 Unfortunately that did not work, same issues as before. I used the 64 bit install. Link to comment Share on other sites More sharing options...
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