Serial Number not recognised

[Jeanna Wyatt]

My serial number is not recognised, I asked if I needed to upgrade my account and the chat support told me she did not recognise the serial number so I had to get support from the community!

I continue to receive an error message (error 401) when I open Nitro pro.

Can someone help please?

 

[Allain Umailin]

Hello @Jeanna Wyatt,

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

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 12.X.X.X, e.g. 12.0.0.112) or you can go to Control Panel > Programs and Features.
-Does logging in and out of Nitro Sign within Nitro Pro resolve this issue? If so, is it only momentary? Do you see this when you keep the program open and running?
-Does this error appear when launching certain features (i.e. signing into your Nitro Sign account) or does this appear every time launching of the Nitro Pro desktop program (without opening any PDF file)?
-If this only happens when opening a PDF file, would it be possible to send us a copy so we can replicate it on our end?
-Do you encounter this after connecting and then disconnecting from the Internet or does it happen while you remain connected? If so, how stable is your Internet connection?

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