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Activation error on new computer after deactivation


Bandit2017
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I deactivated my Nitro Pro 11 license from my old computer. When I try to activate it on my new computer, it gives the -23 error every time. I went on the Activation Portal and cleared my license as well. It shows 0 installs with 2 installs available. But, it still gives the -23 error on my new computer (Windows 10 1803). I go back to my old computer (Windows 10 1803), and I can activate Nitro Pro on the old computer. I deactivate again and clear on the portal and get the same -23 on my computer. It makes no sense. Please help. 

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I have a user experiencing the same issue.  He opened his nitro pro 11 today and it converted him over to trial mode.  I tried to reactivate his product with his key and I received the same -23 error.  Deactivated the license online so that it showed the 0 taken/2 available.  Went back to his PC to activate nitro and receive the -23 error again.  Double checked the license and still showing 0 taken/2 available.  What's going on guys?

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  • Official Nitronaut
Allain Umailin

Hello @tecshack @Bandit2017,

Thanks for your patience and for reaching out to us through our Community Forums!

I sent you separate PMs to ask for more information.

Cheers!

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I have the same problem.  I deactivated a Nitro 8 on one machine, it gives me and -23 error on the new machine, but shows I have 0 activated 2 available.  Please help...

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  • Official Nitronaut
Allain Umailin

Hello @lysenko,

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

I have inspected your Nitro Pro 8 serial number and found out that this is already deactivated on our end as it went to a version upgrade, when an upgrade happens the older version gets deactivated on our end and users are provided with a new license to match their upgrade version.

To continue using your product, kindly refer to this steps:

1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files.

2. Download and run our Clean Up utility to uninstall your Nitro Pro: http://install.nitropdf.com/support/downloads/cleanup.zip

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: http://kb.gonitro.com/knowledgebase#/search/stamps/000001686

3. Extract the utility to the desktop (it doesn't always run from the zip)
4. Run the utility then reboot your machine.
5. 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 installed in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

6. install Nitro Pro 9 by downloading the installers from this page:
http://kb.gonitro.com/knowledgebase#/search/installer/000001632

If you are not sure which to pick, this will help: http://kb.gonitro.com/knowledgebase#/search/64/000001874

7. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your v9 serial number (I'll PM it to you).

Thanks for choosing Nitro Pro and I hope this helps!

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After reading above, I am hesitant to deactivate mine. I have one Nitro Pro 10 on a desktop that is working fine and I need to re-install Nitro 10 on a Windows 10, MS Surface for when on the road. Please confirm that I won't loose both. @AllainU I see you assisted @lysenko but that was an upgrade.

 

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  • Official Nitronaut
Allain Umailin

Hello @LDG_,

Thanks for posting on our community forums!

Our records show your Nitro Pro 10 are active on our system. If you're planning to reinstall on a Windows 10 and on your MS Surface, deactivate first by referring to this article: http://kb.gonitro.com/knowledgebase#/search/move/000001637

With regards to @lysenko's case, it is different because our system is showing he upgraded from Nitro Pro 8 to Nitro Pro 9. This is because when an upgrade happens, the older version gets deactivated on our end and users are provided with a new license to match their upgrade version.

Cheers!

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