Activation fails on new computer

[Todd Ihrig]

I had a hard drive failure and trying to reinstall Nitro Pro.  I have my activation key but the activation process failed.  I tried "Manual..." and that process gives me an error on your activation site saying "Invalid License Code" which makes no sense since your software generates the big long certificate.  Anyway, I then tried starting a support ticket and clicking "Activation" as the topic takes me to a site where it properly looks up my serial number and gives tells me Status = Active, Number of Activations = 0, Number Allowed = 2.  I click "Deactivate" as instructed and get an error dialog that reads "Please select devices to deactivate".  There is no place for me to select devices which makes sense since it tells me none are active.

 

So I am in this loop where all of the self-help stuff is failing.  Please assist - what do I do next?

[Leslie V]

Hello @Todd Ihrig

Thanks for reaching out to us! I am happy to assist you.

Please note that we no longer support Nitro Pro 10 and its activation servers have been shut down.

We recommend to upgrade to our latest version, V13, 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 Pro 13, 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. You can find Nitro Pro 12 installer from the page below and activate it with your current Nitro Pro 10serial number. 

https://www.gonitro.com/nps/product-details/downloads
 
Please let us know if you need any further assistance.

[Todd Ihrig]

Got it; thanks for the explanation and links.

[Daria Hinz]

I have the same problem as Todd.  I downloaded Nitro Pro 12 and used my old serial number for Nitro Pro 11.  I get the following error message:

-22: Error - Wrong license number

Why am I getting this error?  I thought under the sunset policy my old serial number should work? 

[Leslie V]

Hello @Daria Hinz

Please note that we no longer support Nitro Pro 11 under the sunset policy.

1. You can either upgrade to version 13.
https://www.gonitro.com/pro/upgrade
 
2. Alternatively, you can upgrade to the latest build of Nitro Pro 12 and activate it with your current Nitro Pro 11 serial number. 

https://www.gonitro.com/nps/product-details/downloads
 
Please let us know if you have other questions.
 

[Todd Ihrig]

Leslie, one other issue has arisen.  Every time I launch Nitro 12, I get error 401.  I just click OK and everything loads, etc.  I saw some old posts on this but there was conflicting advice on solving it (uninstall/reinstall versus logging off/logging on).  Best advice on clearing this error issue?  Thanks again for your help in getting me back up and operational after my hard drive failure.