Unable to deactivate

[Thomas Ling, III]

I can't seem to deactivate a license from https://licenses.gonitro.com/prd/portal it says to select a device but there is no device to select. I tried deactivating the licenses within the application, but I had to take the machine off the network for specific reasons and was not able to fully deactivate it even though it said it did. Can someone help me with this? I know this is an old thread.

[Allain Umailin]

Hello @Thomas Ling, III,

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 you are having issue deactivating through our Activation Portal?

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. 

[Karen Hussey]

I have exactly the same problem.  I have sent a direct message to AllainU

[Allain Umailin]

Hello @Karen Hussey,

Thank you for reaching out to us through our Community Forums and for the private message!

To continue offering our customers the very best PDF tools, we have upgraded our servers and has shutdown the one your older version of Nitro Pro runs on so please install Nitro Pro 12.16.9.574 using below direct MSI links:

x32 http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_12169574/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.

[Karen Hussey]

Thank you, I tried that but get a message saying 'a later version is already installed' and it fails?

[Allain Umailin]

Hello @Karen Hussey,

That message could be caused by traces from previous installations so 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 delete traces of previous installations:  http://install.nitropdf.com/professional_13353685/install-cleanup/install-cleanup.zip

3. Try reinstalling using the MSI package you have downloaded.

4. 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 April 7, 2021 by AllainU

[Karen Hussey]

Thank you but this a new laptop with a new install this week.  I have followed your instructions but get  code saying that my serial number does not exist?

The instructions downloaded 13 and my serial number says it is for 12 - is that why ?

[Allain Umailin]

Hello @Karen Hussey,

Thank you for this information and my apologies for the inconvenience.

It appears you have the MSI installer for version 13 which is why you are getting an error when activating using your version 12 serial number.

To further assist you, please refer to this steps:

1. 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.

2. Download and run our Clean Up utility to uninstall your Nitro Pro then reboot your machine:  http://install.nitropdf.com/professional_13353685/install-cleanup/install-cleanup.zip

3. Download and install Nitro Pro 12.16.9.574 using below direct MSI links:

x32 http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_ba_x86.msi
x64 http://install.nitropdf.com/professional_12169574/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 very much in advance and I am looking forward to hearing back from you.

[Karen Hussey]

Thank you - it took a while but now is working