STUCK IN THE RABBIT HOLE - HELP!

[Marissa Fontaine]

I have a serial number that will not activate, will not create new code in portal, just keeps running, does not supply new code.  Asks me to "deactivate" devices but I haven't even activated devices.  Can't upgrade to version 13 because my serial number is for version 12.  I'm getting stuck in a rabbit hole with no solutions to my issue.  PLEASE ADVISE

[Allain Umailin]

Hello @Marissa Fontaine,

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  12.XX.X.XXX, e.g. 12.16.9.574). The same information is available by going to Control Panel > Programs and Features.

Lastly, could you please provide the serial number of your Nitro Pro 12?

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. 

[Marissa Fontaine]

Thank you Allain, info sent via private message.

[Allain Umailin]

Hello @Marissa Fontaine,

Thank you for the private messages.

Based on the information & screenshots you have provided, you were offered to manually activate the program after clicking Activate button and it is not generating the activation certificate.

We have received similar reports from a few users where the program is not detecting the machine's Internet connection and to further assist you in addressing this rare behavior, kindly follow these steps:

1. Download and run our Clean Up utility to uninstall your Nitro Pro: 
http://install.nitropdf.com/professional_12169574/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/000004509 

2. 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.

3. Re-download and install Nitro Pro 12.16.9.574 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 

4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 234600-xxxxxx-931974

Thank you for choosing Nitro and I hope this helps.

[Marissa Fontaine]

Thank you Allain.  I tried your directions twice and camp up with the same issue:

"Your trial could not be started.  The connection to the activation server failed."  Then I attempted an Offline Activation entering my serial number, copy and pasted the pre-generated certificate into the portal, ran for hours with no new activation certificate generated.  Back to square 1.

[Allain Umailin]

Hello @Marissa Fontaine,

Thank you for this response and for the private messages.

Do you have an Antivirus program on your machine? If yes, does it have any sort of Firewall or port rules?

As per article https://kb.gonitro.com/knowledgebase#/search/proxy settings/000004116 , ports 80 and 443 must be open.

You can also try activating via Command Prompt by referring to 'Command Line Activation' in the article https://kb.gonitro.com/knowledgebase#/search/command/000004468

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