Error 401 on Nitro Pro 12

[Briana Early]

I was getting this error and I have installed the x64 update. When it got done it was not activated. I had signed in and now when I try to put in my serial # it says it does not exist. Tried to deactivate it on the site but it says to select which ones to deactivate and doesn't give me options to choose from to deactivate. I have only ever had it on this computer. Not sure how I can get it back up without having to pay for it all again. 

[Allain Umailin]

Hello @Briana Early,

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

Please be informed that 'The serial number entered does not exist' means the serial number you are trying to activate is for a different version of Nitro Pro.

To further assist you, please refer to these steps in order to reinstall Nitro Pro 12.16.9:

1. Open your Nitro Pro and log out from your Nitro Sign by clicking the drop-down arrow and selecting Logout. This should be below the 'X' Close button of your program.

2. 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/ 

3. Download and run our Clean Up utility to uninstall your Nitro Pro:  http://install.nitropdf.com/professional_13381739/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 

4. 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.

5. Download and install Nitro Pro 12.16.9 using below offline installers:

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 

6. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 234601-xxxxxx-xxx349

7. Reset your Nitro Sign password, login back to Nitro Sign by clicking 'Log In' button.

If the error re-occurs after few days, please let me know so we can check our resources.

Thank you for choosing Nitro and I hope this helps.

[Briana Early]

It is still giving me the error after doing all these steps. 

[Chris Cutaia]

I have version 12.16.3 and every time I download the "fix it" version my key will not work. I am getting tired of this 401 error and need to know how to fix it or how to down the updated version and get my key to work!!!!

[Allain Umailin]

Hello @Chris Cutaia,

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 12?

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.