Nitro Pro Upgrade Portal not recognizing V13 serial number.

[John Gupton]

I too am having the "We were unable to validate your serial number. " issue when accessing the https://www.gonitro.com/support/upgrade portal.

I have been licensing every version of Nitro Pro since V4.91 and have never had this issue before.

Best,

John

[Reymund Oyong]

Greetings @John Gupton

Thank you for reaching out through our Community Forums!

Please provide the serial number that you would like to activate to version 14.
Having this information will help us look into the issue that is preventing you to proceed with the upgrade.

Kind regards,

[John Gupton]

Below is the serial number I received to activate Version 13:
Serial Number:  504***-******-******

I tried this serial number both with and without the dashes to no avail.

Also, for your reference, V13 upgrade purchased 7/16/2020 with 1 year Product Updates

Reference number:  23*******

Invoice number:  BKD-7**********

-John

Edited May 24 by Reymund Oyong
Hide sensitive information

[Reymund Oyong]

Hi @John Gupton

I have taken the necessary adjustment to ensure that you can proceed with upgrading your existing license to version 14 through the Upgrade Portal. 
Please access again our Upgrade Portal and then proceed with upgrading your license. 

Kind regards, 

[John Gupton]

Hello Reymund,

I was able to purchase the upgrade to V14.  However, it will not install.  The wizard keeps failing.

I even tried using the cleanup.vbs file that I downloaded from Nitro a few years ago.  Indeed everything Nitro was cleaned from my system.  Still V14.3.1.193 fails to install.

I can send you the two install logs if that will help.  They are entitled "Nitro_PDF_Pro_20230526003004.log" and "Nitro_PDF_Pro_20230526003004_000_NitroInstallationPackageId_x64.log".  Just supply me a link to send them.

 

Thank you.

John

[Reymund Oyong]

Hi @John Gupton

Thank you for providing the logs. However, I kindly request that you keep them for now as I am interested in determining whether the installation will proceed successfully when utilizing the MSI installer. Below are the direct download links to the MSI installer:

64bit - https://downloads.gonitro.com/professional_14.3.1.193/en/retail/nitro_pro14_ba_x64.msi 
32bit - https://downloads.gonitro.com/professional_14.3.1.193/en/retail/nitro_pro14_ba_x86.msi

Please let me know how the installation using MSI works for you. 

[John Gupton]

Hello Reymund:

Thank you for responding.

I actually had the full 14.3.1.193 msi installer before contacting you.  It would not install either.

However after contacting you last Friday, I decided to try a System Restore at the point where I uninstalled V13.70.4.50.  After the System Restore I then performed an install repair of V13.70.4.50 to ensure all registry values and other Nitro Data were in place.  Happily, V13 worked fine (I did have to reactivate it with the original serial number).

So, I then tried installing V14.3.1.193 again, and IT WORKED (after activation).  I think when I performed the  complete uninstall of V13, I may have removed some components of the Nalpeiron Licensing Service.  I couldn't even re-install V13.  So that's why I tried the System Restore.

This Case may now be closed with my thanks.

Best,

John Gupton