serial no does not exist

[Luke Kennedy]

Hello

 

I am having the same problems as others before regarding deactivation on an old computer 9not functioning) and then reactivation on a new computer.  Nitro confirms that my serial number is active, has zero activations and that I am allowed 2 activations.  After downloading the trial version, when I try to activate I am informed that the serial no does not exist???  Could this be due to the age/version of the original Nitro that I purchased?  Either way I request assistance to resolve the issue?

[Allain Umailin]

Hello @Luke Kennedy,

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

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 9 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 of being a valuable customer of Nitro, we want to make you aware of an upcoming change to your product that may affect its performance. 

To continue offering our customers the very best PDF tools, we’re upgrading our servers and subsequently shutting down the one your older version of Nitro Pro runs on so please refer to these steps:

a. 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.

b. 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/ 

c. Download and run our Clean Up utility to uninstall your current Nitro Pro then reboot your machine:  http://install.nitropdf.com/professional_13332645/install-cleanup/install-cleanup.zip

d. Download and install Nitro Pro 12.16.6.574 using below direct MSI links:

x32 http://install.nitropdf.com/professional_12166574/en/retail/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_12166574/en/retail/nitro_pro12_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 

After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering the same serial number.

Thank you for choosing Nitro and I hope this helps.

Edited February 24, 2021 by AllainU