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Deactivation not completed


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I tried to deactivate on my old machine but web-site could not be reached so deactivation is hanging although Nitro now not active on old machine.

Manually tried to deactivate but pop-up asks to choose device but there is nothing on the page showing devices to choose.

User number is shown as active but trying to activate on new machine says User number does not exist.

All rather frustrating........  Help :)

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  • Official Nitronaut

Greetings @RichardH,

Thank you for reaching out through our Community Forums. 

Please note that we no longer support Nitro Pro 11 and older and its activation servers have been shut down. Thus, any new activation or deactivation attempts on these versions will no longer work

We recommend to upgrade to our latest version, V13, which comes with significant stability and security improvements, as well as many feature enhancements, in particular in conversion and OCR functions.
To upgrade to Nitro Pro 13, please visit our Upgrade page - https://www.gonitro.com/support/upgrade. 

Alternatively, you can upgrade to the latest build of Nitro Pro 12 which is Per our Sunset Policy, https://www.gonitro.com/nps/product-details/sunset-policy, we have stopped making feature enhancements to version 12 once we released version 13. 

You can find Nitro Pro installer from the link below and activate it with your current Nitro Pro 11serial number.
https://www.gonitro.com/nps/product-details/downloads - Click the 'Download Nitro Pro 12' link 

Kind regards,

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When I ask for authentication of my serial number the (Nitro) automated response clearly shows Version 12/Active/Versions used 0/versions available 2.  So, I guess, it should still be transferable.

I presume this means that I must first uninstall the Trial version 13 that I have downloaded.  As stated above, if I input the serial number on the trial version it says that the user  number does not exist.  And, "no", I didn't type the number incorrectly.....

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  • Official Nitronaut

Hello @RichardH

That is correct, you will need to uninstall Nitro Pro 13 on your computer then install the latest build of Nitro PDF Pro 12 which is so you could proceed with the activation using your existing license. 

Download and install Nitro PDF Pro from the link below:

https://www.gonitro.com/nps/product-details/downloads - Click the 'Download Nitro Pro 12' link 

Kind regards,

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