ERROR 22 - Wrong license number

[Moye]

 I have attempted to reactivate my license form 2017 on a new laptop i have just purchased. I cannot get past error 22:

"You have attempted to activate Nitro Pro with a serial number from another version. You can only activate the version of Nitro with its matching serial number."

I followed the prompts as directed form the SUBMIT A TICKET page which directs you to Activation.  The serial # I got from the page as shown below, followed the prompts and entered it in the Nitro Pro during the activation process but cannot proceed further. Please help. Thanks.

Once you click “Deactivate”, you can activate your license immediately by entering the below serial number into Nitro Pro.

Serial Number	#####################
Version	11
Status	active
Number of Activations	0
Number of Activations Allowed	2

 

[Moye]

Also one thing to add is when I initially purchased my license My computer was utilizing Windows 7. I have tried to download the Nitro Pro 11 which I originally purchased but it will not install on my new WIndows 10 based computer.

[Allain Umailin]

Hello @Moye,

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

Are you receiving the error message 'Nitro Pro Setup wizard has failed' and you have a hidden 'WindowsApps' folder inside C:\Program Files?

If yes, we have identified that the cause of this issue is permission/ownership access to WindowsApps folder. Even if your Windows account is a member of Administrator group or you are logged in using administrator account, the installation will fail as the account does not have permission/ownership to access WindowsApps folder. To confirm this, here are the steps:

1. Enable the 'Hidden items' in Windows Explorer as the WindowsApps is hidden by default.
2. Go to C:\ProgramFiles\ then double click WindowsApps folder. A window will pop-up telling you that 'You don't currently have permission to access this folder'

As a workaround, kindly follow these steps:

1. Carefully follow the steps up to step 7 on this KB article: http://kb.gonitro.com/knowledgebase#/search/failed/000003265 

Please take note of the following: 
• You are required to run CMD in administrator mode. 
• If Windows says '-' is not recognized as an internal or external command, operable program or batch file, remove the '-' when executing the commands.

The above article will allow your user account to take ownership and gain permission to access the WindowsApps folder. 

2. Go back to C:\ProgramFiles\ then double click WindowsApps folder.
3. Click 'Continue' to permanently get access to this folder.
4. At this point, since your user account already have permission and ownership to the folder, clicking Continue will give you access to WindowsApps folder. 
5. Close WindowsApps folder then open it again, you should no longer get the message 'You don’t currently have permission to access this folder' pop-up message.

After the above steps, 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 installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.proceed on installing 

Then install Nitro Pro 11 using below offline installers to address the 'error 22' message:
x64-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x64.msi 
x32-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x86.msi

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

After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate and entering your serial number.

Thanks for choosing Nitro and I hope this helps!

[Moye]

Thanks Allain,

This is not problem I am having. That is not the message i recieve as explained earlier. no mention of hidden files at any point during this frustrating experience.

 This is the initial message I got when trying to reavtivate my serial: Error ..."You have attempted to activate Nitro Pro with a serial number from another version. You can only activate the version of Nitro with its matching serial number.

I have Nitro pro 11 so that may explain error 22. I purchased Nitro 11 in 2017 ansd installed it on a WIndows 7 platform in 2017.

2ndly...after that failed I tried the link you sent (ie. 64 bit link and 32 bit) but that also failed. I noticed when I tried the link, there is box that you can check off that says" Set Nitro Pro as a default for PDF files (Working only for WIndows7)" . I do not have WIndows 7. My new computer that I am reactivating Nitro on has WIndows 10. The error message basically says " Nitro Pro setup wizard ended prematurely because of an error. Your system has not been modified" etc etc. No matter what box is checked off, the setup wizard comes to a screeching point at that point.

Do i need to repurchase Nitro as in Version 12 to get this software to work on my new WIndows 10 laptop? Please advise ASAP. I have many PDF's that I am required to edit which requires Nitro to do this. Another Solution Please.

 

Thanks

 

 

[Allain Umailin]

Hello @Moye,

Thank you for your response and patience.

To further assist you with your concern, I created a support ticket on your behalf.

I will wait for your response through the support case.

Cheers!