serial number not found

[Connie Nicklas]

I am setting up a new computer so I deactivated Nitro Pro on the old computer however when I enter the serial number into the new computer, I receive the error t"The serial number entered does not exist."  However, when I try to submit a help ticket, the serial number is found.  How can I activate Nitro Pro on my new computer?

[Allain Umailin]

Hello @Connie Nicklas,

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

To further assist you, could you please provide the serial number of your Nitro Pro? This matters because our business installers are different from the online ones.

You can send the details of the license in this post so it will be visible to all the moderators. Rest assured we will hide the serial number before making the post visible to this thread.

Thank you very much in advance and I am looking forward to hearing back from you.

[Connie Nicklas]

The serial number is 234600-xxyyzz-626320

Edited February 27 by Allain Umailin

[Allain Umailin]

Hello @Connie Nicklas,

Thank you for this information.

Please be informed that 'The serial number entered does not exist' means the serial number you are trying to activate is for a different version of Nitro Pro. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 13. We then activate it using your serial number by referring to these steps:

1. Uninstall Nitro Pro from your computer by going to Control Panel > Programs > Programs and Features then reboot the machine.

2. Please 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.

3. Download and install Nitro Pro 12.16.9.574 by downloading the installer from this page:

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

4. After installation, you can activate it by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation, and entering your serial number 234600-xxyyzz-626320

Thank you for choosing Nitro and I hope this helps.