Error -20, serial key not valid

[Daniel Edmands 0]

Hi there,

 

A serial key our sales guru purchased for our client is giving the error message -20 when attempting to validate Nitro Pro version 12. The licenses portal (https://licenses.gonitro.com/prd/portal) is also stating the serial key is giving the notice "Please enter a valid serial number."

Regards,

Daniel

[AllainU 0]

Hello @Daniel Edmands,

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 serial number of your Nitro Pro?

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

This matters because our business installers are different from the online ones.

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

[AllainU 0]

Hello @Daniel Edmands,

Thank you for providing your Nitro Pro serial number.

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_1382140/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_1382140/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!

[Daniel Edmands 0]

On 12/11/2019 at 7:51 AM, AllainU said:

Hello @Daniel Edmands,

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 serial number of your Nitro Pro?

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

This matters because our business installers are different from the online ones.

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

Hi AllainU,

 

Thanks for the Private Messaged info, we have successfully activated the Nitro Pro version 13. Will there be any conflict of version difference, as I am aware that some users have an earlier version installed, hence why we ended up with a new serial key for an old version not matching up.

 

Cheers,

Daniel

[AllainU 0]

Hello @Daniel Edmands,

Thank you for letting us know you were able to activate.

Kindly note this Nitro Pro 13 is a single-user license can be used on two machines as long as you follow the rules outlined in our End User License Agreement (EULA):

'Licensee may install one copy of the Licensed Software on a single computer. The primary user of the computer on which the Licensed Software is installed may install a second copy of the software for his or her exclusive use on either a portable computer or a computer located at his or her home, provided the software on the portable or home computer is NOT USED at the same time as the software on the primary computer.'

If you have other users with earlier builds or versions of Nitro Pro, they could be using a different serial number. If you could send me those information via private message, I should be able to check our system with their current status.

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