Changed laptops, activation not working

[kate.bourke]

Hi,

I recently changed laptops. I deactivated my license on my old laptop and have tried to activate on the new one. 

The program states that the serial number does not exist but it does. What am I doing wrong?

[Allain Umailin]

Hello @kate.bourke,

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'.

This matters because our business installers are different from the online ones.

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

[Allain Umailin]

Hello @kate.bourke,

Thank you for the private message.

I have inspected your Nitro Pro 11 and found out that this is already deactivated on our end as it went to a version upgrade. When an upgrade happens, the older version gets deactivated on our end and users are provided with a new license to match their upgrade version.

I highly recommend that you reach-out to Carra Owen (who upgraded to the the new version last May 2020) to request an installation / activation of a Nitro Pro 13 to replace your current program.

Should you have further questions, please do not hesitate to reach-out again.

[Rebecca Napoli]

Hi,

 

I'm having the same issue as Kate, could you please assist?

[Allain Umailin]

Hello @Rebecca Napoli,

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'.

This matters because our business installers are different from the online ones.

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

[Allain Umailin]

Hello @Rebecca Napoli,

Thank your 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 

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 '-22 Error - Wrong License Number' 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 10. 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 10 using these offline link/s:

x64 http://install.nitropdf.com/professional_105914/en/burn/nitro_pro10_ba_x64.msi 
x32 http://install.nitropdf.com/professional_105914/en/burn/nitro_pro10_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.