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Nitro Pro 11 keeps reverting to Trial mode


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I purchased Nitro Pro 11 in February, 2018 and even though I have a license number and account login, my account keeps reverting back to trial mode.  Is upgrading to 12 the only way to solve the problem?  The other license holders in my office are not having this problem and have had their licenses for almost a year.  Are purchased upgrades really mandatory?  I have tried uninstalling and reinstalling numerous times to no avail.  Any ideas?

Also, note to management.  I have now emailed this message twice to tech support, twice to sales, and am now posting to the forum.  I have spent over an hour trying to get an answer to what seems like a simple question.  I know you techies are terrified of human contact, but to make it impossible to speak to someone over the phone is the antithesis of customer service.

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Allain Umailin

Hello @breisberg@idealegal.com,

Thanks for posting on our community forums!

Upon upgrade of the operating system or installing a major Microsoft update, the Computer ID is changed, as it is comprised partially by the operating system. Once changed, this will no longer recognize the original installation causing the program to revert to trial mode. This applies to all versions including Nitro Pro 12 so upgrading will not fix this behavior.

To fix this issue on your affected machines, you can reset your license by going to https://licenses.gonitro.com/prd/portal and enter your serial number.

With regards to upgrading, we highly recommend always checking our SunSet Policy https://www.gonitro.com/support/sunset-policy to see if your version is still supported. If you see that your version has the status of 'Discontinued', it means we are no longer supporting it, our Engineering team has stopped releasing updates and upgrading to the latest version is already required.

For your feedback to our management team, rest assured I will forward it to them immediately. In line with this, please be aware that as much as we would like to provide phone support, our ticketing system is the fastest way we can communicate with our customers with Nitro VIP Access (formerly Software Assurance). Otherwise, we recommend utilizing our Knowledge Base site http://kb.gonitro.com/knowledgebase and to post your inquiry to our Community Forums https://community.gonitro.com/ (a page where other customers and Nitro Support team can collaborate and share solutions).

Thanks for choosing Nitro Pro and I hope this helps!

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