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Unable to Validate your Serial Number


Ellie Claringbold
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Ellie Claringbold

Hi Team,

I have been trying to upgrade all our work Nitros and am having issues with the last one. It says that we were unable to validate your serial number etc.

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  • Official Nitronaut
Reymund G.

Hi @Ellie Claringbold

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

Please provide the following so we could further troubleshoot this issue:

1. The version and build of Nitro PDF Pro that is installed on the computer. This information can be located under the Help tab > About Nitro Pro.
2. The serial number you are using to activate the software. 
3. A screenshot of the activation error message.

Kind regards,

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Ellie Claringbold

1. 12.16.9.574

2. 234******************

I am unsure how to send the screen shot as it will only let me attach a URL the error message said:

3. We were unable to validate your serial number. Please ensure you entered it correctly. If you believe you are eligible for an upgrade, please leave a post on our Community Forum and update us with your issue.

Edited by Reymund G.
Hide Serial number
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  • Official Nitronaut
Reymund G.

Hi @Ellie Claringbold

Thank you for sending this information.

I understand now that you are trying to upgrade that serial number to version 13 using the online upgrade portal at https://www.gonitro.com/support/upgrade
Please allow me to check this on our end. I will reach back to you through this forum once the upgrade for that serial number is ready. 

Thank you for your patience in this matter. 

Kind regards,

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  • 2 weeks later...
  • Official Nitronaut
Reymund G.

Hi @Ellie Claringbold

My sincere apologies for the delay. Could you please try again the upgrade through the portal at https://www.gonitro.com/support/upgrade then enter the serial number that you would like to upgrade?

I checked this on my end and I can see that your serial number is now eligible for a discounted upgrade to the newest version of Nitro Pro. 

Please let me know how the upgrade works for you. 

 

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  • 2 weeks later...
Mike Rivera

I have Nitro 10.5.9.9 and am trying to deactivate my license to transfer to a new computer - I am having the same issue with the link not recognizing my serial number.  Would you please help?  Thanks!  Also, can I not upgrade to the newest version of Nitro for free?  

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Reymund G.

Hi @Mike Rivera

Thank you for reaching out to us 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 activation or deactivation attempt on these versions will no longer work. However, serial number from older versions were reset and transferred to our new activation server and will now work with the current build of Nitro Pro 12.

To continue on using your existing license, you need to install the latest build of Nitro PDF Pro 12 which is which is 12.16.9.574
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 12 installer from the link below and activate it with your existing serial number.
https://www.gonitro.com/product-details/downloads - click the 'Download Nitro Pro 12' link. 

To activate, open Nitro PDF Pro 12 then go to the Help tab > About Nitro Pro > Activate. Enter the serial number then click the Activate button. 

Upgrading your existing license to version 13 is not free but with a discounted price. 
To upgrade, please visit our Online Upgrade Portal at https://www.gonitro.com/support/upgrade 

If you would like to upgrade your license to version 13 but encountered an error within the portal, please provide your serial number we could check its record on our end. 

Kind regards,

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Mike Rivera

Thanks very much! Unfortunately, when I try to download Nitro Pro 12 it goes through the downloading process, but then gives me an error message "Nitro Pro Setup Wizard has failed"....any thoughts on other ways to download/install?

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Reymund G.

Hi @Mike Rivera

Please try to install Nitro PDF Pro 12 using the MSI offline installer. Please use the link below to download and install the latest build of Nitro PDF Pro 12:

32bit - http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_ba_x86.msi 
64bit - http://install.nitropdf.com/professional_12169574/en/retail/nitro_pro12_ba_x64.msi

If nothing happens when you click the link, simply copy the URL then paste it on the address bar of your web browser then click Enter. This will prompt you to download and save the MSI  installer. 

Kind regards,

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  • 3 weeks later...
Mike Rivera

Hi @Reymund G. 

Thanks - I have now installed Nitro Pro 12 version 12.16.9.574.

When I go to activate my license, it tells me my license is invalid...would you kindly please help?

Thank you

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Reymund G.

Hi @Mike Rivera

On your Nitro PDF Pro, could you please go to the Help tab > About Nitro Pro then take a screenshot? 

Please provide as well the serial number you are using to activate the software.

Kind regards,

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Mike Rivera
 
Thanks Reymund.

A few things I wanted to note:

1) I went ahead and deactivated my license on my old computer (I have my deactivation certificate number - so now I cant )

2) I copied my license number, but when I look back at my notes I have 2 sets of numbers

234601398445XXXXXX

5983460-xxxxx-xxxxx-xxxxx-xxxxx-4992015477

 

Old Nitro Pro

Can't figure out how to upload a snapshot...

 

Nitro Pro 10.5.9.9

Edited by Reymund G.
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Allain Umailin

Hello @Mike Rivera,

Thank you for this information and kindly note I am responding to this thread on behalf of my colleague, Reymund.

To further assist you, could you please provide a screenshot of the windows that shows the key '5983460-xxxxx-xxxxx-xxxxx-xxxxx-4992015477'?

Lastly, another screenshot of your 'About Nitro Pro' window under the 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, a screenshot of the error message you have received after entering your serial number. To find out how to take a screenshot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b 

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.

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