Activation key refused : the serial number is not recognize

[Vincent Guégan]

Hi,

I recently bought an activation key that is refused when I type it in Nitro Pro :
The serial number is not recognize

The computer is a Dell Latitude 5500 with Windows 10 Professionnel 64 bits 1709.
The strange thing is that the same key is accepted on other computers!!! For example on a HP ProDesk 400 G5 (with same OS).
On the Dell, the Nitro Pro installation is working perfectly (source used: https://install.nitropdf.com/professional_13332645/release_tracking/retail/nitro_pro13.exe), everything seems ok until I try to enter the key.
I tried to deactivate the key on https://licenses.gonitro.com/prd/portal, and retried, with no more success.

Thank you for your help.

[Allain Umailin]

Hello @Vincent Guégan,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab? This window should show the exact build of the program (format is 13.XX.X.XXX, e.g. 13.42.3.855). Same information is available by going to Control Panel > Programs and Features.

Lastly, a screenshot of the error message you have received after entering your serial number 504996-xxxxxx-542700.

To find out how to take a screen shot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b 

To send them 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.