Anie Posted December 26, 2019 Report Share Posted December 26, 2019 (edited) Hello, I purchased Nitro Pro this morning and followed the instructions regarding the installment and setup with my new serial number. However, it shows as an error when I input my serial number from my confirmation email. I have already uninstalled Nitro Pro 11 and installed Nitro Pro 9, and this problem still arises. Please let me know how I can solve this problem at your earliest convenience in order for me to continue my business efficiently. Anie Mayelian Edited December 26, 2019 by Anie Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 26, 2019 Official Nitronaut Report Share Posted December 26, 2019 Hello @Anie, Thank you for reaching out to us through our Community Forums! After checking your account records, we can see you already submitted a support ticket for the same concern and could you please follow the steps I have you to uninstall previous installations and installing Nitro Pro 13? For better case handling, kindly respond to the email message that was sent to you through the support case. Cheers! Link to comment Share on other sites More sharing options...
Anie Posted December 26, 2019 Author Report Share Posted December 26, 2019 Hello, I never received a response email through the support case. Where can I install Nitro Pro 13? Anie Mayelian Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 27, 2019 Official Nitronaut Report Share Posted December 27, 2019 Hello @Anie, My apologies if my email message did not reach you. Could you please check your Spam / Junk folder if it went there? If there is none, 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 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! Link to comment Share on other sites More sharing options...
Wizdom Posted December 27, 2019 Report Share Posted December 27, 2019 When I put in my Serial # it said it is not found. I purchased NITRO on Aug. 26, 2019. I received an offer like this several weeks ago, and it said that my upgrade was free. It gave me a new serial # but I could never get it to download. Can you help me get this new upgrade downloaded. Link to comment Share on other sites More sharing options...
MichaelB Posted December 27, 2019 Report Share Posted December 27, 2019 I am running to multiple issues when I attempt to "reinstall" my software. First I get a message I have exceeded the allowed installations, and when I attempt to enter my serial number in the license portal, I get please enter a valid serial number. Cleaverbridge states they sell but don't support the products. I have sent emails, left online messages. Your portal is useless. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 27, 2019 Official Nitronaut Report Share Posted December 27, 2019 Hello @Wizdom, Thank you for reaching out to us through our Community Forums! I have checked your account and I can see your Nitro Pro 13 that is still unused. To further assist you, please refer to 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.msix64 http://install.nitropdf.com/professional_1382140/en/retail/nitro_pro13_ba_x64.msiIf you are unsure if your machine is using 32 or 64-bit, please refer to this link: https://kb.gonitro.com/knowledgebase/#/search/64/0000037904. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number (that starts with 504920).Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 27, 2019 Official Nitronaut Report Share Posted December 27, 2019 (edited) Hello @MichaelB, Thank you for reaching out to us through our Community Forums and our sincere apologies for your frustrations. Kindly note that our Activation Portal 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. If you would like to activate your program, an adjustment has been made on our end so please give it another try on your machine. Thank you for choosing Nitro and I hope this helps! Edited December 27, 2019 by AllainU Link to comment Share on other sites More sharing options...
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