-20: Error - Invalid license number

[JLSue]

As the title says, this is the error I'm receiving when I attempt to activate Nitro Pro:

-20: Error - Invalid license number

The product was activated on another PC before, but now I've deactivated it so I can install it on a different PC. I still have my receipt, which I copied my serial number directly from, as well as the Cleverbridge Reference number that was included with it. I can't enter a support ticket because it says I don't have a valid license.

[Allain Umailin]

Hello @JLSue,,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab?

Also, a screenshot of the error message you have received after entering your serial number.

To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

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

[NG123]

Im not able to acitvate, nor I can request support; both cases the serial number is unvalid???

[Allain Umailin]

Hello @NG123,

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

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!

[JLSue]

On 10/29/2019 at 5:48 PM, AllainU said:

Hello @JLSue,,

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

In order to further assist you, could you please provide a screenshot of your 'About Nitro Pro' window under Help tab?

Also, a screenshot of the error message you have received after entering your serial number.

To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

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

Thank you AllainU. I've sent you the screenshots you requested as a private message. Please let me know if I also need to send you the serial number I used to activate it when originally purchased.

[Allain Umailin]

Hello @JLSue,

Thank you for sending me those screenshots.

Please be informed that '-20:Error Invalid License Number' means the serial number you are trying to activate is for a different version of Nitro Pro. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 13. We then activate it using your serial number. Kindly follow these steps:
 
1. Uninstall Nitro Pro from your computer by going to Control Panel > Programs > Programs and Features then reboot the machine.

2. 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.

3. Download your Nitro Pro 13 using these offline link/s:

x32 http://install.nitropdf.com/professional_132626/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_132626/en/retail/nitro_pro13_ba_x64.msi

If you are unsure if your machine is using 32 or 64-bit, please refer to this link: https://kb.gonitro.com/knowledgebase/#/search/64/000003790 

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

Thank you for choosing Nitro and I hope this helps!