Ken McConkey Posted April 26, 2021 Report Share Posted April 26, 2021 When I enter my Nitro Pro 11 Serial Number into the field on your Nitro Upgrade page I receive the message, "We were unable to validate your serial number. Please ensure you entered it correctly." I've confirmed I'm entering it correctly. Does this indicate you don't provide an upgrade path from version 11 to 13? Are you telling me that my prior purchase is completely disregarded in the upgrade process unless I am upgrading from the immediately preceding version? Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted April 27, 2021 Official Nitronaut Report Share Posted April 27, 2021 Hello @Ken McConkey I sent you a direct message. Cheers! Link to comment Share on other sites More sharing options...
TubeLugs Posted April 29, 2021 Report Share Posted April 29, 2021 I am encountering the exact same problem. Registered v11 2-3 years ago; now experiencing some problems with it; came here and downloaded the latest versions of v12 (v12.16.9.574) and v13 (v13.38.1.739). V12 appears to activate without a problem using my v11 s/n, but V13 - which is only two months newer - refuses to activate. I've been a loyal Nitro Pro user and am dismayed that simply getting current on what is now buggy software is not covered by my original purchase. Now that I've uninstalled all versions, I don't know if I'll be able to retrieve my original activation code. Hmmm... Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted April 29, 2021 Official Nitronaut Report Share Posted April 29, 2021 Hello @TubeLugs We have upgraded our licensing servers. Versions Nitro Pro 11 and older (the discontinued versions) were updated to work in version 12. These old versions have been discontinued as documented in our Sunset Policy: https://www.gonitro.com/nps/product-details/sunset-policy If you are interested in upgrading to version 13, you are eligible for a discount using your Pro 11 serial: https://www.gonitro.com/pro/upgrade Please let me know if you have other questions. Link to comment Share on other sites More sharing options...
TubeLugs Posted April 30, 2021 Report Share Posted April 30, 2021 Thanks for your quick reply. Link to comment Share on other sites More sharing options...
Jonathan Berke Posted May 2, 2021 Report Share Posted May 2, 2021 I am having issues with Nitro. I've had Version 12 for some time, and it suddenly has stopped working. I just purchased Pro 13, but now cannot uninstall Version 12 on Windows 10 (just sticks at the "preparing to remove" windows uninstaller screen"), nor can I install Pro 13 (just sticks at the "downloading Nitro screen"). Any clues on how to manually force the issue on both ends? Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted May 3, 2021 Official Nitronaut Report Share Posted May 3, 2021 Hello @Jonathan Berke Sorry to hear that! Please use the tool I have provided below to remove all files associated with Nitro Pro and reboot your system.https://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 When your system is back up, close all your open applications and install Nitro Pro 13.38.1.739 from the page I have provided below:https://www.gonitro.com/nps/product-details/downloads I hope this helps! Please let me know how that goes. Link to comment Share on other sites More sharing options...
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