Brian Walters Posted December 31, 2019 Report Share Posted December 31, 2019 (edited) 21 hours ago, AllainU said: Hello , 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 you are trying to upgrade? To send it 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. Hi Allain- I'm having a similar problem. PM sent. Edited December 31, 2019 by AllainU Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 31, 2019 Official Nitronaut Report Share Posted December 31, 2019 Hello @Brian Walters, Thank you for the private messages. 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 12. 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 12 using these offline link/s: x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_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. I hope this helps and Happy New Year! Link to comment Share on other sites More sharing options...
Brian Walters Posted December 31, 2019 Author Report Share Posted December 31, 2019 That worked perfectly- thanks for your help Allain. Happy New Year to you as well... Link to comment Share on other sites More sharing options...
paul@raindropinvest.com Posted December 31, 2019 Report Share Posted December 31, 2019 (edited) Hi There, I recently switched computers and now the Nitro could not be activated on the new computer, license # 234601-xxxxxx-yyyyyy. Also, on one computer I have multiple user accounts, is that count as one license or multiple license ? Paul Edited December 31, 2019 by AllainU Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted December 31, 2019 Official Nitronaut Report Share Posted December 31, 2019 Hello @paul@raindropinvest.com, Thank you for reaching out to us through our Community Forums! Upon checking our records, I was able to see that you have purchased a single user license. 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.' Could you please enlighten us why you have multiple user accounts on your machine? In order to further assist you with the activation issue, 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'. 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. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted January 1, 2020 Official Nitronaut Report Share Posted January 1, 2020 Hello @paul@raindropinvest.com, Thanks for the private message. To further assist you, 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 12. 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 12 using these offline link/s: x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_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. I hope this helps and Happy New Year! Link to comment Share on other sites More sharing options...
paul@raindropinvest.com Posted January 2, 2020 Report Share Posted January 2, 2020 Thx and likewise Link to comment Share on other sites More sharing options...
Brian Walters Posted March 7, 2020 Author Report Share Posted March 7, 2020 Hello Allain- I have the same problem that I did a couple months ago- needed to re-install Windows on my machine, and now need to re-activate Nitro. Having the same problem where it says that I have activated too many times; can you give me some assistance? Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 9, 2020 Official Nitronaut Report Share Posted March 9, 2020 Hello @Brian Walters, Thank you for reaching out to us through our Community Forums! To further assist you, kindly uninstall Nitro Pro 12 by going to Control Panel \ Programs \ Programs and Features then reboot your machine. After rebooting, reinstall your Nitro Pro 12 using below direct installers: x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x64.msi If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 After installation, kindly note I just made an adjustment on your license, so you can now activate your copy of Nitro Pro by going to Help tab > About Nitro Pro > Activate, entering your serial number and clicking Activate. Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
Brian Walters Posted March 9, 2020 Author Report Share Posted March 9, 2020 Thanks Allain- that worked. Link to comment Share on other sites More sharing options...
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