MHatmaker Posted August 1, 2019 Report Share Posted August 1, 2019 I'm having the same issue and would appreciate being able to reinstall Nitro Pro v9 on a new laptop. I'm also very disappointed in customer support...to the point I am looking for a different PDF product. I prefer not to change. However, unless I can get my v9 reinstalled I will purchase elsewhere due to lack of customer service. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 1, 2019 Official Nitronaut Report Share Posted August 1, 2019 Hello @MHatmaker, Thank you for reaching out to us through our Community Forums and my apologies for any inconvenience with our support team. To further assist you, are you having issue installing your Nitro Pro 9? If yes, are you getting an error message? Could you please provide the exact error message so I could check my resources? Otherwise if you only need our MSI installers, please use these offline links: x32-bit: http://install.nitropdf.com/pro9/en/retail/nitro_pro9.exe x64-bit: http://install.nitropdf.com/pro9/en/retail/nitro_pro9_x64.exe 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. 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...
MHatmaker Posted August 1, 2019 Author Report Share Posted August 1, 2019 Thank you for your reply and information. However, the product will still not install. The error message read: "Nitro Pro setup wizard ended prematurely because of an error. Your system has not been modified. To install this program at a later time, run setup wizard again. Click the Finish button to exit the setup wizard." Please advise. Thank you. Michelle Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 1, 2019 Official Nitronaut Report Share Posted August 1, 2019 Hi @MHatmaker, Thank you for your response and patience. Are you installing Nitro Pro 9 on a Windows 10 machine? If yes, could you please check if you see a hidden 'WindowsApps' folder inside C\:Program Files. If you do see one, kindly note 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. Then try reinstalling your Nitro Pro 9 using the offline installer I provided you. If in case you are still unable to install, please note this version is not compatible with Windows 10 as per Release Notes http://install.nitropdf.com/pro9/en/nitro-pro-9.pdf in page 8. So please upgrade to Nitro Pro 12 by visiting our Upgrade Portal https://www.gonitro.com/pro/upgrade and enter your Nitro Pro 9 serial number. Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
MHatmaker Posted August 1, 2019 Author Report Share Posted August 1, 2019 My access is still denied, even though I am the administrator. I downloaded the free trial of v12 and tried to enter my v9 serial number. The activation code is denied. Thank you for your help. I really want to keep using NP and should not have to pay for it again, but this is really frustrating. Please advise. Michelle Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 1, 2019 Official Nitronaut Report Share Posted August 1, 2019 Hello @MHatmaker, My apologies but you cannot activate Nitro pro 12 using your Nitro Pro 9 serial number. Were you able to properly follow the steps I provided? 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...
MHatmaker Posted August 1, 2019 Author Report Share Posted August 1, 2019 No, unfortunately. I still cannot get the program to install...even after following instruction you provided. Any other suggestions? I really need my NP back. Thanks! Michelle Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 2, 2019 Official Nitronaut Report Share Posted August 2, 2019 Hi @MHatmaker, When you run the commands in the KB article I provided, did you receive 'Successful' results? 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...
MHatmaker Posted August 2, 2019 Author Report Share Posted August 2, 2019 Any additional suggestions on how to get the product I paid for????? Thank you (again) for all your help. Michelle Link to comment Share on other sites More sharing options...
MHatmaker Posted August 2, 2019 Author Report Share Posted August 2, 2019 I've tried several different ways and times to get this to work. This is the error messages I get: C:\Users\Miche>takeown /F "%ProgramFiles%\WindowsApps ERROR: Access is denied. C:\Users\Miche>takeown/F"%ProgramFiles%\WindowsApps ERROR: Invalid argument/option - '/FC:\Program Files\WindowsApps'. Type "TAKEOWN /?" for usage. C:\Users\Miche>takeown /F "%ProgramFiles%\WindowsApps" ERROR: Access is denied. Link to comment Share on other sites More sharing options...
MHatmaker Posted August 2, 2019 Author Report Share Posted August 2, 2019 Also, I have the program files on the old hard drive. If I know which file is the correct file to use for install, I may be able to pull it off the old hard drive???? Michelle Link to comment Share on other sites More sharing options...
MHatmaker Posted August 6, 2019 Author Report Share Posted August 6, 2019 Hello, I still have not received any additional information on how to reinstall my Nitro Pro v9. I really need this done ASAP. None of the information provided has been helpful. I have the program files on my old hard drive, but would appreciate instructions on how to install from that hard drive. Thank you. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted August 7, 2019 Official Nitronaut Report Share Posted August 7, 2019 Hello @MHatmaker, Could you please try rebooting your machine, open your Command Prompt as an Administrator and run this command?: takeown /F "%ProgramFiles%\WindowsApps" 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...
MHatmaker Posted August 10, 2019 Author Report Share Posted August 10, 2019 Still not able to download. Michelle Link to comment Share on other sites More sharing options...
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