Is this an activation issue? If so, how can it be fixed?

[Perraton Mountford]

Nitro Pro 12 purchased  2019 with premium support. Installed with SN on 2 computers BUT support requests were consistently rejected. Nitro website tells me there are 0 activations. Current installations report error when I seek to deactivate within the progam. SN rejected when I seek to explore upgrade to 13.

[Reymund Oyong]

Greetings @Perraton Mountford

Thank you for reaching out through our Community Forums!

Please install the latest build of Nitro PDF Pro 12 so you could successfully activate using your existing version 12 license. 
The installer can be located from the link below:

https://www.gonitro.com/product-details/downloads - click the 'Download Nitro Pro 12' link.  

After the installation, open Nitro PDF Pro then navigate to the Help tab > About Nitro Pro and ensure that the version and build is 12.16.9.574. Once confirmed, click the Activate button then enter your version 12 license. 

Please note that Nitro PDF Pro 13 requires a version 13 serial number. If this version is still installed on your computer, you will need to uninstall before installing Nitro PDF Pro 12. 

If you are interested to upgrade your license to version 13 with a discounted price, you can do the upgrade through our online Upgrade Portal at https://www.gonitro.com/support/upgrade 
We recommend upgrading to our latest version, Nitro PDF Pro 13, which comes with significant stability and security improvements, as well as many feature enhancements, in particular in conversion and OCR functions. 

Kind regards, 

[Perraton Mountford]

I currently have 12.0.0.12 installed. I cannot upgrade, as stated, because my SN is not being accepted. I am not attempting to install version 13 with the version 12 SN.

Are you sure that an update will work with this SN? I don't want to lose access to the installation I currently have until whatever problem has been affecting this SN since 2019 is rectified.

[Perraton Mountford]

In case it is relevant, the current installation of 12 is fully functional; therefore, it is activated despite the website telling me that there are no activations.

[Perraton Mountford]

I posted as above on May 2nd. Today is May 15th.
I also paid for this product, I paid for premium support I was never able to access, and I'm actually thinking of spending more money to upgrade...but I can't for the reasons outlined.

Is this another decent piece of software that I'm going to have walk away from because support is, in practice, non-existent?

[Reymund Oyong]

Hi @Perraton Mountford

My sincere apologies for missing your updates to this post. 

The number of activations on old serial numbers was reset after the migration to the new activation server. This is the reason why you are seeing a zero (0) value in the number of activations when using the license portal. 
Furthermore, we no longer support early builds of Nitro Pro 12 or earlier versions, and those activation servers have been shut down. Thus, any activation or deactivation attempts on older versions and older builds of version 12 will no longer work and will generate an error message. 

If you need to install Nitro PDF Pro 12, you need to install the latest build which is 12.16.9.574. This is the build that works with the new activation server. 
The Nitro PDF Pro 12.16.9.574 installer is located from the link below:

https://www.gonitro.com/product-details/downloads - please ensure to click the 'Download Nitro Pro 12' link. 

Once Nitro PDF Pro 12.16.9.574 is installed and successfully activated it using your version 12 license, the licensing portal at https://licenses.gonitro.com/prd/portal will start to show the number of activations. 

Kind regards, 

[Vivian Mena]

Hi @Reymund Oyong I'm facing the same issue as commented above.  We have 4 valid licenses# which are working correctly in other 2 laptops.  We want to add 1 new laptop using any of these licenses, and have installed Nitro PDF Pro 12.16.9.574 for which our licenses are valid, but I keep receiving the same -24 error.

Please help!!

[Reymund Oyong]

Greetings @Vivian Mena

Thank you for reaching out through our Community Forums!

Please provide the following details so we can better assist you with this activation issue: 

1. The exact serial number that you are using to activate the software. 
2. The version and complete build of your Nitro PDF Pro installation. This can be located under the Help tab > About Nitro Pro.
I acknowledge that you've provided Nitro PDF Pro 12.16.9.574, however, I would like to run a second look to ensure that this is the version/build that you are trying to activate. 

Kind regards, 

[Vivian Mena]

On 5/20/2023 at 10:23 AM, Reymund Oyong said:

Greetings @Vivian Mena

Thank you for reaching out through our Community Forums!

Please provide the following details so we can better assist you with this activation issue: 

1. The exact serial number that you are using to activate the software. 
2. The version and complete build of your Nitro PDF Pro installation. This can be located under the Help tab > About Nitro Pro.
I acknowledge that you've provided Nitro PDF Pro 12.16.9.574, however, I would like to run a second look to ensure that this is the version/build that you are trying to activate. 

Kind regards, 

Hi @Reymund, thanks for your quick reply.

1. Is it secure that I share my company's serial numbers (License#) here? Just want to make sure... I can do that if you can confirm, please.

2. This is the info I got from "About Nitro Pro" section: Nitro Pro 12.16.3.574 2005-2019 Nitro Software, Inc. and its licensors.

Looking forward to your comments.  Thanks a lot!

[Reymund Oyong]

Hi @Vivian Mena

We always hide the details of the serial number before approving the post. 
It seems that there is a conflict with the description of the version and build. Initially, it was 12.16.9.574 but upon checking on your end, it is 12.16.3.574. 

Please try to update your installation to 12.16.9.574 then activate it using your existing serial number. 
You can download the installer from the link below:

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

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 

After installation,  activate it by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering the serial number then click Activate. 

Kind regards, 

[Vivian Mena]

Great! It worked @Reymund Oyong!! Appreciate your help... Thanks a lot!