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Russell


Russell
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Please can someone help.

I want to transfer my Nitro Pro licence from my old computer to a new one.

However, I cannot deactivate the licence on my old computer. 

It tells me the licence info as follows: Nitro Pro 11.0.3.183 and gives the serial number.   I have checked & this is the correct serial number from when I bought the product.

When I press the Deactivate button I get this message: 'The serial number does not exist'. 

Then I tried to activate Nitro PRo on my new computer.  I open Nitro Pro and enter the serial number - again, it says it does not exist.

Next idea:  I went to the Nitro Pro support and used the Deactivation assistant there.  A form appears, giving the serial number, the version - 11, the status - active, the number of Activations - 0, and the number of Activations allowed - 2.  Then there's a Deactivate button.  I press this and a message comes up 'Sorry you may only deactivate 0 devices'.

It appears that I can neither deactivate nor activate Nitro Pro.  Can you please help.

Thank you

 

 

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  • Official Nitronaut
Allain Umailin

Hello @Russell,

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 11?

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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Allain Umailin

Hello @Russell,

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 11 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 

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, please be informed that 'The serial number entered does not exist' means the serial number you are trying to activate is for a different version of Nitro Pro. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 11. We then activate it using your serial number. Kindly follow these steps:
 
1. Uninstall Nitro Pro from your computer by going to Control Panel > Programs > Programs and Features then reboot the machine.

2. Please 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.

3. Download your Nitro Pro 11 using these offline link/s:

x64-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x64.msi 
x32-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x86.msi

To know if you have 32-bit or 64-bit, please refer to this article: 
https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq

4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number.

Thank you for choosing Nitro and I hope this helps.

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Hi,

Thanks for the reply Allain.  I did reply to you, maybe it didn't work.

I don't think your comments above actually respond to my situation.

I have Nitro Pro v11 on my old laptop.  I want to install it on a new one.  So why would I need to uninstall Nitro Pro from my old machine, and clear the downloads folder? (step 1 / 2).  How would that help?  I'm putting Nitro Pro on a different machine.  Which already has v13 already on it.

Also, as I've mentioned, I'm unable to deactivate the v11 serial number.  Do I have to deactivate it on the old machine to get v11 working on the new machine?  If so, how can I do it, when the deactivation process doesn't work?

Can you please review and readvise me.

Thank you,

Russell

 

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Allain Umailin

Hello @Russell,

Thank you for your patience and for letting me know that the steps helped.

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 11 serial number: https://www.gonitro.com/pro/upgrade 

The page should show the cost of the upgrade 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.

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