Ronald Granberg Posted April 25, 2022 Report Share Posted April 25, 2022 The application freeze and then doesnt open. On the task bar it shows its open but nothing will show on the screen. I need to figure out a way to reset the serial number so I am able to uninstall then reinstall. Please get back to me at your earliest convenience. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted April 25, 2022 Official Nitronaut Report Share Posted April 25, 2022 Hello @Ronald Granberg, Thank you for reaching out to us through our Community Forums! Looking at your account records, you purchased a 'Nitro PDF Pro - 4 Pack' under Order Number 31xxxx268 but was refunded last month. Did you make another purchase using a different email address? Could you please provide it so I can check again on our end? Thank you very much in advance and I am looking forward to hearing back from you. Link to comment Share on other sites More sharing options...
Ronald Granberg Posted April 26, 2022 Author Report Share Posted April 26, 2022 Yes we did buy a new 4 pack. the serial number i am referring to serial number 504xxxx666. Nitro Pro 13 with that serial number needs to be reset. Nitro pro 13 is not opening on one of our employees pcs. Nitro pro 13 will show on the taskbar but will not show on the desktop. I need to uninstall it so I can reinstall it but before that i need the serial number deactivated but not able to do that because the application will not open. I need this done ASAP so my employee can get back to working with nitro pro 13. Link to comment Share on other sites More sharing options...
Ronald Granberg Posted April 26, 2022 Author Report Share Posted April 26, 2022 (edited) Here are two screen shots of the application open but nothing showing on the desktop. Also the user only has 1 screen. Edited April 26, 2022 by Ronald Granberg trying to add the dropbox url but its not working Link to comment Share on other sites More sharing options...
Ronald Granberg Posted April 26, 2022 Author Report Share Posted April 26, 2022 https://www.dropbox.com/s/qs54i7abwqh213g/Vanessa Nitro Pro error 1.JPG?dl=0 Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted April 26, 2022 Official Nitronaut Report Share Posted April 26, 2022 Hello @Ronald Granberg, Thank you for your responses, however, please provide the serial number so we can check its current status in our licensing server. Lastly, what build of Nitro Pro are you working with? You can go to Control Panel > Programs and Features(format is 13.XX.X.XXX, e.g. 13.58.0.1180). Thank you very much in advance and I am looking forward to hearing back from you. Link to comment Share on other sites More sharing options...
Ronald Granberg Posted April 27, 2022 Author Report Share Posted April 27, 2022 The build is 13.58.0.1180. Let me know if you need anything else, we would like to resolve this ASAP since the end user has not been able to use it for the past week. Link to comment Share on other sites More sharing options...
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