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Reactivation issues Nitro v.11

Jade Lambert

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Jade Lambert


After days of fails, I was finally able to install the Windows 20h2 feature upgrade yesterday. However, after doing so, when I opened Nitro Pro, i got some error saying something about being unable to open the program and to reinstall. I went to Control panel>Add or remove programs>Nitro Pro and "repaired" it. This seemed to work except when I tried to open Nitro Pro it said that I needed to activate it. I tried this but got an error that it wasn't possible.

I then went on the automated licence portal, entered my serial number and the results stated that my licence is for version 12 (I had 11 on both my PC's?!), that I have 0 activations (it still works fine on my other PC) and that I am allowed 2 activations. 

As it said that I was on version 12, I thought I'd download v.12 and try that but it then said that my serial number was for a different version! This was quite late last night, so I left it.

I have gone back to it this morning, uninstalled v.12, thinking that I would reinstall v.11 and try again to activate it but I now cannot find v.11 to download. 

Visiting this forum there was notice for issues with activation and it said that v.11 cannot be reactivated and that I would need to upgrade, free of charge, to the v.12. I followed the link given in that notice to the v.12 download but the Nitro installer has failed!

Help, please!



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Allain Umailin

Hello @Jade Lambert,

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

I believe you are having issue because what you have downloaded is our .exe installer package which is an online installer that requires Internet access to download installation files.

In order to further assist you, could you please provide the serial number of your Nitro Pro 11?

To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

This matters because our business installers are different from the online ones.

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

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Allain Umailin

Hello @Jade Lambert,

Thank you 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 by referring to these 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. You can find Nitro Pro 12 installers below and activate it with your current Nitro Pro 11 serial number 234600-xxxxxx-xx9532: 

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:

Alternatively if you are interested in upgrading your license to Nitro Pro 13 with a discounted rate, kindly access our Upgrade Portal and enter the same serial number: https://www.gonitro.com/pro/upgrade

Thank you for choosing Nitro and I hope this helps.

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