Systems update lead to Nitro not working

[Corey B]

Hi,

Our workplace recently had an IT update, and since my Nitro Productivity Suite 12 for desktop is not working. When I try to use the desktop version, it says that my "free trial has expired" although I paid for Nitro less than a year ago. Per the FAQ, I have tried deactivating and re-entering the serial number for my software both automatically and manually (gonitro.com/authentication) but neither of these have been successful. What is the best way to proceed?

[Allain Umailin]

Hello @Corey B,

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

Since I am unable to pull-up your account, 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'.

Thanks and I am looking forward to hearing back from you. 

[ParkerPDS]

I'm not sure if our version updated but it is only uploading a half of a page. Where can I find help with this? We've been using Nitro Cloud for years and this has never happened before and all other items on the computer/internet are working fine.

[Allain Umailin]

Hello @ParkerPDS,

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

Are you having issue with Nitro Cloud or Nitro Pro? If the latter, could you please provide its serial number? To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. 

Otherwise, please provide more details about the issue you are having so I can check our resources.

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

[ParkerPDS]

Hi AllainU - It is Nitro Cloud - when I upload a pdf or Word document only about half of the page uploads. The bottom half of the page is just a gray, empty box. I've tried uploading Word and pdf documents, tried different browsers, clearing the cache, I've sent the document to my email to see what it looks like for a signer and the document comes the same way I view it. The top half of the page is there but the bottom half is a gray box with the signing boxes overlaying the gray area.

From the signing site I can download as pdf and it looks normal but the online signing just shows a half of a page with the bottom gray. It looks like only half of the page is uploading, but I can download the pdf and it is normal, which is not helpful since I can send a pdf by email fine. I'm not sure what else to try? I've rebooted the computer, the browsers, the documents and still the same issue. Thank you for your help!

[Allain Umailin]

Hello @ParkerPDS,

Kindly note I sent you a private message.

Thank you!

[Sandra Kay]

Hi

I have the same problem as Corey B posted on January 7.

After my system updated, my NitroPro is now back in Trial Status and will not let me load my licence number on again. 

However in the Support Tools it lists my licence number.

Can you please help me sort this out?

Thanks

 

[Allain Umailin]

Hello @Sandra Kay,

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

I just made an adjustment on your license, so you can now activate your copy of Nitro Pro 12 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!

[Sandra Kay]

Thank you AllainU, that worked. Great service!