Bernie Go Posted October 19, 2023 Report Share Posted October 19, 2023 I have the right serial number but it says the : The Serial number entered does not exist I checked on the find license it says active. Please help Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 19, 2023 Official Nitronaut Report Share Posted October 19, 2023 Hello @Bernie Go, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under the Help tab? This window should show the exact build of the program (format is 13.XX.X.XXX, e.g. 13.70.2.40). The same information is available by going to Control Panel > Programs and Features. To find out how to take a screenshot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b Thank you very much in advance and I am looking forward to hearing back from you. Link to comment Share on other sites More sharing options...
Bernie Go Posted October 19, 2023 Author Report Share Posted October 19, 2023 2 minutes ago, Allain Umailin said: Hello @Bernie Go, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under the Help tab? This window should show the exact build of the program (format is 13.XX.X.XXX, e.g. 13.70.2.40). The same information is available by going to Control Panel > Programs and Features. To find out how to take a screenshot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b Thank you very much in advance and I am looking forward to hearing back from you. https://drive.google.com/file/d/1eKZOkDWeHC5hWAdWsxRlLum6Hu5-bwCs/view?usp=share_link Link to comment Share on other sites More sharing options...
Clayton Jones Posted October 19, 2023 Report Share Posted October 19, 2023 I have a similar trouble. I also have checked my license online and find my license is active - with no activations. The build is 12.0.0.108. Link to comment Share on other sites More sharing options...
Clayton Jones Posted October 19, 2023 Report Share Posted October 19, 2023 Good day - problem resolved - used the Professional installer found in another help topic regarding unable to install version 12. Link to comment Share on other sites More sharing options...
Heiko Braun Posted October 20, 2023 Report Share Posted October 20, 2023 Hi, I have exactly the same problem. Our firm bought the respective licenses and when switching over to other computers, and folowing the prompts, it says our serial number does not exist. When trying to submit a support ticket and when following the prompts on "Activation" and when told to deactivate, it asks for the device and does not go further. Link to comment Share on other sites More sharing options...
Bernie Go Posted October 20, 2023 Author Report Share Posted October 20, 2023 Here you go the screenshot https://drive.google.com/file/d/1eKZOkDWeHC5hWAdWsxRlLum6Hu5-bwCs/view?usp=share_link Link to comment Share on other sites More sharing options...
Bernie Go Posted October 23, 2023 Author Report Share Posted October 23, 2023 On 10/19/2023 at 11:46 PM, Allain Umailin said: Hello @Bernie Go, Thank you for reaching out to us through our Community Forums! In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under the Help tab? This window should show the exact build of the program (format is 13.XX.X.XXX, e.g. 13.70.2.40). The same information is available by going to Control Panel > Programs and Features. To find out how to take a screenshot using Snipping Tool, check out this link: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b Thank you very much in advance and I am looking forward to hearing back from you. Hello I would like to follow up on this Link to comment Share on other sites More sharing options...
Bernie Go Posted October 23, 2023 Author Report Share Posted October 23, 2023 On 10/19/2023 at 10:21 PM, Bernie Go said: I have the right serial number but it says the : The Serial number entered does not exist I checked on the find license it says active. Please help Link to comment Share on other sites More sharing options...
Bernie Go Posted October 23, 2023 Author Report Share Posted October 23, 2023 Hello, I would like to follow up on this. Thanks. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 24, 2023 Official Nitronaut Report Share Posted October 24, 2023 Hi @Bernie Go, My sincere apologies for the delay and thank you for the screenshot. Could you please provide the serial number you have entered? 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. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 24, 2023 Official Nitronaut Report Share Posted October 24, 2023 Hello @Heiko Braun, Thank you for reaching out to us through our Community Forums! We want to make you aware of the change to your product that may affect its activation performance and 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. Link to comment Share on other sites More sharing options...
Bernie Go Posted October 24, 2023 Author Report Share Posted October 24, 2023 (edited) 4 hours ago, Allain Umailin said: Hi @Bernie Go, My sincere apologies for the delay and thank you for the screenshot. Could you please provide the serial number you have entered? 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. Here is my serial number: 504944-xxyyzz-755285 Edited October 24, 2023 by Allain Umailin Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted October 24, 2023 Official Nitronaut Report Share Posted October 24, 2023 (edited) Hello @Bernie Go, Thank you for this information. You are having issues activating because your serial number is for Nitro PDF Pro 13, not for version 14 so please uninstall it and reboot your machine. When done, please download these offline MSI packages: x64 https://downloads.gonitro.com/professional_13.70.7.60/en/retail/nitro_pro13_ba_x64.msi x32 https://downloads.gonitro.com/professional_13.70.7.60/en/retail/nitro_pro13_ba_x86.msi To know if you have a 32-bit or 64-bit Windows system, please refer to this article : https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq Important: If you are using Chrome or any of the Chromium-based browsers (e.g., Vivaldi, etc.) and you are unable to access the above installer links, you're more than likely experiencing the results of a new security feature that was silently pushed out to the browsers, which blocks .exe/.msi/etc downloads without any visible error or prompt on the browser's frontend user space. In order to bypass this, please try these steps: a. Right-click the link you're trying to download and select "Save link as..." b. Choose your save location and select "Save" c. On the bottom edge of your browser window, the Downloads bar should now appear and the file will show up with a red error icon, attempting to block the download. Press the caret button and select "Keep" After installation, you can activate it by opening Nitro PDF Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number 504944-xxyyzz-755285. Thank you for choosing Nitro and I hope this helps. Edited October 24, 2023 by Allain Umailin Link to comment Share on other sites More sharing options...
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