Previously activated Nitro deactivated and has nowhere to re-activate

[Ray Saiki]

Nitro PDF Pro 14.14.0.13 is deactivating for users and prompting them to sign into a Nitro account. We don't have users with accounts tied to Nitro, they have serial keys that we received when we bought the product. Going to help -> about does not show anywhere to input the serial key. The product was previously activated for the user and suddenly de-activated. 

Product shows last installed on 10/13/2023 issue started today (11/6/2023) so not an unplanned update that is causing this. This has now happened to multiple users. 

[Ray Saiki]

Any update on this?

[Allain Umailin]

Hello @Ray Saiki,

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

To further assist you in troubleshooting this activation issue, do you have patching software installed on your machines?

A patching software scans computers and will push out updates to computers and the software therein it finds that needs updating. If you have such software installed, Nitro Pro could be listed there to keep it updated without you noticing.

Below are patching software we have encountered so far as culprits:
-Shavlik program
-GFI LanGuard
-F-Secure
-Glarysoft Software Update
-Vipre Security with Application Patch Management
-ManageEngine - Enterprise IT Management Software
-Scappman 

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

[Ray Saiki]

Hi Allain,

We have a ManageEngine product for updates, but our settings are so that only approved patches are pushed to the computers. I don't believe this is the cause of our issue because of that. Also seeing that the last install date is well before the issue date. To my knowledge, there is not a way to activate Nitro without a serial key or license file, how could we get a version of Nitro installed that does not allow for activation? Are there two separate versions of Nitro? How are administrators expected to deploy updates if the tool we use causes issues?  

[Allain Umailin]

Hello @Ray Saiki,

Please note that we have 4 different installers for Nitro PDF Pro 14, Retail, Business, NLS, and Enterprise.

Since we do not have communication with ManageEngine and other patch management systems, it is possible that it is downloading our Business MSI installer (which asks for a serial number), instead of our NLS installer (which offers the Nitro Sign login window to activate Nitro PDF Pro) 

So please whitelist Nitro from your ManageEngine, uninstall the current Nitro Pro from affected machines, and reinstall the Nitro PDF Pro 14 Retail version using the installers from our page: https://www.gonitro.com/product-details/downloads

When done, you will notice that the 'About Nitro Pro' window does not have the 'Activate' button

 

Unfortunately, updating to future releases of Nitro PDF Pro 14 has to be a manual installation process so please bookmark the above page.

Thank you for choosing Nitro and I hope this helps.