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Purchased free update will not work for new edition


JGF
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When I purchased Nitro Pro in March 2019 (Inv 1688xxxxx) it included a charge for free updates.  When I tried to download the new updated this morning it asked for my serial number 234600-xxxxxx-xxxxxx It came up with a charge of $79.99 to download the update.  I tried to resolve this with chat, and the agent agreed that it was her who convinced me to add the $29.99 charge to my purchase for a free update. She suggested I try to resolve it using this way.  Unfortunately your update purchase software does not deal with my situation.

Edited by AllainU
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  • Official Nitronaut
Allain Umailin

Hello @JGF,

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

Upon checking your purchase, I can see you purchased Nitro Productivity Suite with Product Updates.

Kindly note that your Product Updates only covers installing newer builds of Nitro Pro 12, not upgrading to Nitro Pro 13.

To find the latest the update for your particular version of Nitro Pro, please visit this link: https://www.gonitro.com/nps/product-details/release-notes 

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

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Okay when I go to the hyperlink listed above I find there are new versions of my Nitro Pro 12, but when I download the version it fails to install over my existing version.  I get a message stating "Nitro Pro Setup Wizard has failed".  What is the correct procedure to update to the latest update of my version?  Most software apps have an update link right in the software menu.

 

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Allain Umailin

Hello @JGF,

Thank you for your response and my apologies if you are having issue updating your Nitro Pro 12 to its latest build.

With regard to a link within the program to get the update, our Check for Updates feature is currently unavailable because our development team disabled it and haven’t bring it back. As much as I would like to provide you when this feature will be up again, there is no ETA from their team.

To further assist you with the installation error message "Nitro Pro Setup Wizard has failed", are you installing on a Windows 10 machine? If yes, 

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: https://kb.gonitro.com/knowledgebase#/search/failed/000003595 

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 install Nitro Pro 12.16 using below offline installers:

x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi 
x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x64.msi

If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 

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!

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AllainU

Thank you for the instructions to install the latest update of Nitro Pro 12.  It took me over an hour to get it uploaded on my desktop and laptop.  I will say Nitro needs to get the update link in the Nitro Pro app fixed.  Going through the steps I took is not up to the standard of other major software companies.  For now I am all set.

Gerry

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