Activation will not accept my serial number

[Wayne Holly]

Trying to activate my Nitro Pro 13 on my new computer but the activation process will not accept my serial number. The serial number is active as verified by the system.

[Allain Umailin]

Hi @Wayne Holly,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab? This window should show the exact build of the program (format is 13.X.X.X, e.g. 13.2.3.26). 

Lastly, a screenshot of the error message you have received 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. 

[Allain Umailin]

Hello @Wayne Holly,

Thank you for the private message.

Please be informed that '-20: Error - Invalid 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 13. 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 13 using these offline link/s:

x32 http://install.nitropdf.com/professional_13332645/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13332645/en/retail/nitro_pro13_ba_x64.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.

[Wayne Holly]

I have tried to uninstall Nitro Pro in order to follow your instructions.

All references to Nitro Pro have been removed from my download folder however but the icon still appears in my Windows 10 application tiles. I can initiate the trial version of Nitro Pro by clicking on the tile. When I click the uninstall option associated with that tile I am directed to the Windows uninstall/change program listing but Nitro Pro does not appear in the list.

I have also gone through my system files and removed all Nitro files.

if I type Nitro Pro in my windows search dialog box, the trial version of Nitro Pro pops up.

I also tried to use the download links you provided but they do not work.

At one point I saw an error 401 message appeared.

This is very frustrating. It is a new computer so I did not go through multiple downloads. 

[Allain Umailin]

Hello @Wayne Holly,

Our sincere apologies if you are still having issues with your Nitro Pro program.

If you have received Error 401, I believe you are still working with an older build because that error code has been fixed upon the release of Nitro Pro 13.13 and it should no longer be appearing with our latest build which is 13.33.

Since searching for Nitro Pro in your Windows results to trial version of the program, I can easily tell that traces of previous installs could still be in your systems.

In order delete those traces, kindly download and run our Clean Up utility:  http://install.nitropdf.com/professional_13332645/install-cleanup/install-cleanup.zip

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

After rebooting, let us also run MS FixIt by going to this page: https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed

After running this Microsoft free tool, reboot again your machine then clear all your downloads folder or delete all downloaded Nitro installers again.

Once done with the clearing, re-download our Nitro Pro 13.33 MSI installers below:

x32 http://install.nitropdf.com/professional_13332645/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13332645/en/retail/nitro_pro13_ba_x64.msi

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

[Wayne Holly]

Followed your new instructions and Nitro Pro seems to now be working as it should. Thank you very much for your advice and patience.