invalid serial number

[Mary Cotterman]

I attempted to purchase an upgrade today and when I entered the serial number, the system told me it was invalid.  I double checked my documentation and I have the number noted correctly.  Please let me know how I can make the upgrade purchase.

 

Thanks

Mary

[Allain Umailin]

Hello @Mary Cotterman,

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

Looking at your purchase history, we can see several serial numbers and to further assist you, could you please provide the serial number you are having issue with?

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. 

[Allain Umailin]

Hello @Mary Cotterman,

Thank you for the private message.

Please be informed that '-20: Error - Invalid License Number' means the serial number you are trying to activate is for a different version of Nitro Pro. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 12. We then activate it using your serial number by referring to these steps:
 
1. Uninstall Nitro Pro from your computer by going to Control Panel > Programs > Programs and Features then reboot the machine.

2. Please 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. Download and install Nitro Pro 12.16.9.574 using these offline link/s:

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 

Important: If you are using Chrome or any of the Chromium-based browsers (e.g., Vivaldi, etc.) and you are unable to access the above installer links, you're more than likely experiencing the results of a new security feature that was silently pushed out to the browsers, which blocks .exe/.msi/etc downloads without any visible error or prompt on the browser's frontend user space. In order to bypass this, please try these steps:

a. Right-click the link you're trying to download, and select "Save link as..."
b. Choose your save location and select "Save"
c. On the bottom edge of your browser window, the Downloads bar should now appear and the file will show up with a red error icon, attempting to block the download. Press the caret button and select "Keep"

4. 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-492485

Thank you for choosing Nitro and I hope this helps.

[Mary Cotterman]

Just to be clear, the PC with Nitro Pro using that serial number is currently running Nitro Pro v 12.11.0.509 and it's working just fine.  I get that "invalid" error message on the "purchase an upgrade" page, when it asks me to fill in a serial number to see if I'm eligible to purchase an upgrade.  

Should I still follow your instructions and uninstall the v12 that it's current running and then download and install the msi file for v12 that you noted?  Won't I still have the same problem on the "purchase an upgrade" page since I'll be entering that same serial number?

[Allain Umailin]

Hello @Mary Cotterman,

My sincere apologies for the confusion as the 'Invalid Serial Number' message normally appears when activating which is why I have posted the steps above.

In order to upgrade your version 12 to Nitro PDF Pro 13, necessary adjustments has been executed on your account so it should be working now.

Thank you for choosing Nitro and I hope this helps.

[Mary Cotterman]

Purchased the upgrade using the serial number with no problem.  Thanks for the fix.

[Scott Cvijanovich]

I'm having the same problem.  I tried to create my own thread, but Nitro would not let me.  So, I'm hijacking this one since the problem is similar.  My version of Nitro works just fine.  I'm wondering what the cost would be to upgrade it.  Thanks, sc

[Allain Umailin]

Hello @Scott Cvijanovich,

Thank you for reaching out to us through our Community Forums and our sincere apologies that you are unable to start a public post.

With regard to upgrading, I am afraid I am unable to find purchase under your name or email address.

In order to help you with your inquiry, could you please provide the following information for me?:

-The full name and address of the purchaser
-The email address used to purchase Nitro Pro.
-A copy of the order invoice.

To send them 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.

Lastly, please also provide a screenshot of the message you were receiving when you attempted to make a new forum public post.

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