Trouble with Activation

[Kathleen Penton]

I am moving Nitro Pro to a new computer. I recorded the serial number then deactivated it on the old pc. When I attempt to activate it with the serial# I recorded I got a message that the serial# wasn't recognized. I tried again with the manual process and get "there was an issue with the activation certificate". I tried online and on the "If you recently switched computers, upgraded.." page it tells me to input my serial and click "find license" which I do and it gives me a page with 

 

Serial Number	xxxxxxxxxxxxxxxxxx
Version	11
Status	active
Number of Activations	0
Number of Activations Allowed	2

and says to click "deactivate but it won't because as you see there are 0 activations.

Help!

[Allain Umailin]

Hello @Kathleen Penton,

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?

Lastly, a screenshot of the error message 'Serial not recognized' after entering your serial number. To find out how to take a screen shot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b

To send them 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. 

[Kathleen Penton]

23460x-xxxxxx-xxxxxx

I no longer get that error. I got it (or something like it) when I first started trying to activate. Now I get a screen that has me copy and past on the next screen then I get:

"There was an issue with the activation certificate. If you activated manually, click 'Back' and re-enter the activation certificate. Ensure that you have copied the certificate correctly. If you still encounter problems, please contact support via the link below. 

Submit a support request

 

Edited January 20, 2021 by AllainU

[Allain Umailin]

Hello @Kathleen Penton,

Thank you for this information.

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, let uninstall your current version as it appears it is not generating the activation certificate. Please refer to 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_12163574/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 11.0.8 using below offline installers:

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 

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.