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Serial Number Issue


Tony I
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Hi. We get an error when we try to activate Nitro on a PC. The error message is "The serial number does not exist. Click back and make sure that you have entered the serial number correctly. If you still encounter problems, please contact support via the link..."

However, when I go to the nitro license portal and type in my license number, it shows it is 'active' with zero activations.

Any help would be welcome.

Thanks.

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  • Official Nitronaut
Allain Umailin

Hello @Tony I,

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

Please be informed that 'The serial number entered does not exist' 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 13. 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 13 by downloading the installer from this page:

https://www.gonitro.com/nps/product-details/downloads 

If you are getting the 'Nitro Pro Wizard has failed' message using our .exe package, it is because it requires a stable Internet connection to download installation files so please use offline English MSI packages:

x32 https://downloads.gonitro.com/professional_13.58.0.1180/en/retail/nitro_pro13_ba_x86.msi
x64 https://downloads.gonitro.com/professional_13.58.0.1180/en/retail/nitro_pro13_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 > Activation, and entering your serial number 50497x-xxxxxx-267459

Thank you for choosing Nitro and I hope this helps.

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