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I get a "the serial number entered does not exist" message


William English
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William English

Hello - When trying to activate NitroPro 12 based on my serial number from NitroPro9 in 2015, I get a "the serial number entered does not exist" message. And when I try to activate the license on your Web Site by first deactivating the old serial number I get a "no account has been selected" message when there is no option to select an account to deactivate. Please help. Thank you!

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Allain Umailin

Hello @William English,

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

Please note that we no longer support Nitro Pro 9 and its activation servers have been shut down which is why you are having issues activating.

We recommend upgrading to our latest version, Nitro PDF Pro 13, 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 PDF Pro 13 at a discounted rate, please visit our Upgrade page https://www.gonitro.com/pro/upgrade 


Alternatively, you can upgrade to the latest build of Nitro Pro 12. 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.  

Please refer to these steps:

1. 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.

2. Uninstall your current Nitro Pro through Control Panel\Programs\Programs and Features and reboot your machine.

3. You can find the Nitro Pro 12.16.9.574 installer on this page and activate it with your current Nitro Pro serial number 234601-xxxxxx-656919:
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 instead:

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 

Thank you for choosing Nitro and I hope this helps.

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