Trial activation -> un/reinstall v13 -> Setup Wiz failed

[allinimprov]

Two main issues after these steps:

1) Activated Trial version continued to ask for serial number (annoying).  So . . . 

2) Went to 'help with activation page' (https://licenses.gonitro.com/prd/portal) & entered emailed serial # -> dialog reported Please enter valid serial # . . . ISSUE #1: Is the serial number valid?

3) After reading similar posts in Community support, uninstalled existing version, downloaded v13 (from https://www.gonitro.com/nps/product-details/downloads), have run nitro_pro13.exe several times with same result -> "Nitro Pro Setup Wizard has failed".  ISSUE #2: Now what?

[Allain Umailin]

Hello @allinimprov,

Thank you for reaching out to us through our Community Forums and sincere apologies for this inconvenience.

With regard to Invalid Serial Number after entering it in our Activation Portal, kindly note that activation page as of the moment can only accept serial numbers with format 23460x-xxxxxx-xxxxxx where 'x' are random numbers.

With the release of Nitro Pro 13, it is now using a different format (5049xxxxxxxxxxxxxx) and will soon be integrated into the same portal in the next coming months. As much as we would like to provide an ETA, it is not yet available.

 

In connection to the error message "Nitro Pro Setup Wizard has failed", we do believe you are installing using our EXE installer so please refer to these steps:

1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files.

2. Delete 'Nitro' folder from Program Files and from C:\ProgramData\ (hidden) directories

3. 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.

 use these direct links to reinstall Nitro Pro 13:

4. Download our offline installers below to install Nitro Pro 13:

x32 http://install.nitropdf.com/professional_1360108/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_1360108/en/retail/nitro_pro13_ba_x64.msi

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

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

 

If above steps helped but reverted to 'Expired Trial' for unknown reason, please provide the following information so we can further investigate:

-Could you please confirm that the Activate button is greyed-out or not responding?
-While in trial mode, please double-click the Nitro Pro desktop icon. Are your receiving any message (e.g. Error 7089 or 2023)?
-Can the deactivation issue be correlated to disconnecting (perhaps unstable connection?) from your network or Wi-Fi?
-Has there been an instance when this happened in the middle of using Nitro Pro (Nitro Pro being opened and then machine goes to Sleep)?
-What build of Nitro Pro are you working with? You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.X.X.X, e.g. 13.2.3.26) or you can go to Control Panel > Programs and Features.
-Are you aware of any other changes to your environment (e.g. Windows Updates)? To check, please refer to this article:
https://www.makeuseof.com/tag/how-to-find-out-every-last-thing-about-windows-update/ 

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