Stewart F Posted October 16, 2022 Report Share Posted October 16, 2022 I have used Nitro pro for many years and recently changed my computer. When I attempted to activate the downloaded trial version I am told my activation number does not exist and when I search for my license it says that I am active. I would love to show you the screen shots of this but I have to insert these via the URL, which I am unable to do. Every time I try to submit a report I am taken through the same circle of getting my activation code and then asking to deactivate but when I press this button I am asked on which device but there is nowhere that shows any of the devices and I'm back to square one. Please help - I'm starting to loose faith in the brand. Best wishes Stewart Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted October 16, 2022 Official Nitronaut Report Share Posted October 16, 2022 Greetings @Stewart F Thank you for reaching out to us through our Community Forums! The activation error message like 'Serial number does not exist' happens if the version of your Nitro PDF Pro does not match the version of your license. Example: You've installed Nitro PDF Pro 13 but you are trying to activate it using a version 12 serial number. Please check the version of your license through the licensing portal at https://licenses.gonitro.com/prd/portal After that, check the version of your Nitro PDF Pro installation by launching the application then navigate to the Help tab > About Nitro Pro. If you see Nitro Pro 13.x.x.x it is version 13 while Nitro Pro 12.x.x.x is version 12. The Nitro PDF Pro 13 and 12 installers can be located from the link below:https://www.gonitro.com/product-details/downloads - please download and install the version that matches your serial number. Kind regards, Link to comment Share on other sites More sharing options...
Vladimir Grebennikov Posted October 17, 2022 Report Share Posted October 17, 2022 11 hours ago, Reymund G. said: Greetings @Stewart F Thank you for reaching out to us through our Community Forums! The activation error message like 'Serial number does not exist' happens if the version of your Nitro PDF Pro does not match the version of your license. Example: You've installed Nitro PDF Pro 13 but you are trying to activate it using a version 12 serial number. Please check the version of your license through the licensing portal at https://licenses.gonitro.com/prd/portal After that, check the version of your Nitro PDF Pro installation by launching the application then navigate to the Help tab > About Nitro Pro. If you see Nitro Pro 13.x.x.x it is version 13 while Nitro Pro 12.x.x.x is version 12. The Nitro PDF Pro 13 and 12 installers can be located from the link below:https://www.gonitro.com/product-details/downloads - please download and install the version that matches your serial number. Kind regards, Unable to deactivate the license to transfer to new computer as well. Nitro website asking to choose device to deactivate, but no way to do it Link to comment Share on other sites More sharing options...
Stewart F Posted October 18, 2022 Author Report Share Posted October 18, 2022 On 10/17/2022 at 1:51 AM, Reymund G. said: Greetings @Stewart F Thank you for reaching out to us through our Community Forums! The activation error message like 'Serial number does not exist' happens if the version of your Nitro PDF Pro does not match the version of your license. Example: You've installed Nitro PDF Pro 13 but you are trying to activate it using a version 12 serial number. Please check the version of your license through the licensing portal at https://licenses.gonitro.com/prd/portal After that, check the version of your Nitro PDF Pro installation by launching the application then navigate to the Help tab > About Nitro Pro. If you see Nitro Pro 13.x.x.x it is version 13 while Nitro Pro 12.x.x.x is version 12. The Nitro PDF Pro 13 and 12 installers can be located from the link below:https://www.gonitro.com/product-details/downloads - please download and install the version that matches your serial number. Kind regards, Thanks very much Reymund. You were correct the version downloaded was version 12. However when I try to download version13 it shows an error that the installation wizard had failed and I have no option but to exit. Best wishes Stewart F Link to comment Share on other sites More sharing options...
Stewart F Posted October 22, 2022 Author Report Share Posted October 22, 2022 Still going round in circles. Many thanks for your help; you were correct that I had downloaded the version 12 but every time I use the Nitro pro 13 installer it downloads but then says "Nitro Pro setup wizzard has failed" and locks me out! What do I do now? In Hope Stewart F Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted October 24, 2022 Official Nitronaut Report Share Posted October 24, 2022 Greetings @Stewart F Please try to install Nitro PDF Pro 13 using the offline MSI installer. Here's the link to download the installer: 64bit - https://downloads.gonitro.com/professional_13.67.0.45/en/retail/nitro_pro13_ba_x64.msi 32bit - https://downloads.gonitro.com/professional_13.67.0.45/en/retail/nitro_pro13_ba_x86.msi Kind regards, Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted October 24, 2022 Official Nitronaut Report Share Posted October 24, 2022 Greetings @Vladimir Grebennikov Thank you for reaching out to us through our Community Forums! Could you please provide your Nitro PDF Pro serial number so we could check its state and activation records? Kind regards, Link to comment Share on other sites More sharing options...
Stewart F Posted October 24, 2022 Author Report Share Posted October 24, 2022 Hi Reymund G, Thank you so much. It worked perfectly and I am very grateful to be back in action with the latest from Nitro. VBW Stewart F Link to comment Share on other sites More sharing options...
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