Can not Activate my active Nitro license

[Gary Ayers]

I switched computers (my old one died).  Reinstalled Nitro Pro.  Cleverbridge has confirmed that my account and Serial # are still active and confirmed that the Serial # I had in my records is the correct one.  I tried to Activate this Serial # but it kept saying that my Serial # was not recognized.  Then Customer Support, after a few email exchanges, gave me a link to reset my license and reinstall.  It's the same link as the License Portal that you have on the website.  So I enter my Serial # and it says "Once you click “Deactivate”, you can activate your license immediately by entering the below serial number into Nitro Pro."  However, when I try to Deactivate, I get an error message "licenses.gonitro.com says 'Sorry, you may only deactivate 0 devices."  I can do nothing further.  Customer Support had no further instruction to give, other than contacting Tech Support.  Thanks for any assistance you can give.

[Allain Umailin]

Hello @Gary Ayers,

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

In order for me to further assist you with your concern, could you please provide the following?:
-The serial number of your Nitro Pro you are having issue activating with. To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. 
-Nitro Pro build (format is 10.X.X.X, e.g. 10.5.9.14) you are working with. You can find this out by clicking on 'About Nitro Pro' under the Help tab or you can go to Control Panel > Programs and Features.
-A screen shot of the error message you are receiving and/or any important information. To find out how to take a screen shot, check out this link: https://kb.gonitro.com/knowledgebase/#/search/screen/000004108

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

[Gary Ayers]

Hi AllainU,

Serial # is 234601-xxxxxx-yyyyyy

Nitro Pro build is Nitro Pro 13.6.0.108

I have an attachment of with screen shots of errors and other important info.  How can I get it attached to my (this) post??  I tried to 'Insert existing attachment' but it won't give me an option to browse for any files.

Essentially the first error message was:

"The serial number entered does not exist."

Then, when I tried the licensing portal and deactivating my Serial # there, it gave me this error:

"licenses.gonitro.com says 'Sorry, You may only deactivate 0 devices.' "

So my Serial # didn’t Deactivate, because when I tried to Activate in Nitro Pro once again, I still received the same error "The serial number entered does not exist."  Could do nothing to get my Serial # to work and be activated even though Cleverbridge has informed me that my account (with this Serial #) is still valid and active.

 

Edited November 19, 2019 by AllainU

[Allain Umailin]

Hello @Gary Ayers,

Thank you for your response and patience.

Please be informed that 'The serial number entered does not exist' 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 10. 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 10 using these offline link/s:

x64 http://install.nitropdf.com/professional_105914/en/burn/nitro_pro10_ba_x64.msi 
x32 http://install.nitropdf.com/professional_105914/en/burn/nitro_pro10_ba_x86.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!

[Gary Ayers]

Hi AllainU,

Thanks for the instructions.  I did follow the directions that you gave and I was able to successfully Activate my active Nitro license.  Thank you very much!

Gary Ayers