Nitro Pro 13 Licenses not activating

[Miguel Gotao]

My team has recently purchased two new license keys for Nitro Pro 13, but am running into an error where the serial number is reporting as invalid. Can we verify if the license keys we received are valid?

Thank you in advance!

[Leslie V]

Hello @Miguel Gotao

Thanks for reaching out to us!

Please uninstall the old version of Nitro Pro and install Nitro Pro 13. You can get the correct version 13 installers from this page: 
https://www.gonitro.com/nps/product-details/downloads

After installation, you can activate by opening Nitro, click on the Help tab > About Nitro Pro > Activate and enter your serial number.

Please let me know how that goes.
 

[MCEmerald]

Hello, 

I also have Nitro Pro v13. But I had a hard drive fail and can not go back to the old computer to deactivate or unlicense it.  What should I do?  I do have an active license.

The license is for two computers.

 

Thank you for your assistance.

regards, 

Matthew 

[Allain Umailin]

Hello @MCEmerald,

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 13 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!

[Miguel Gotao]

Hello Leslie,

I got the error from a fresh install of NitroPro 13. I reinstalled as per your instructions, and this is still occurring. Need me to PM you the license keys to verify that this is active?

Thanks

[Miguel Gotao]

Hello,

This is still an issue, can I have somebody verify whether or not the license keys I've received are still valid?

Thank you!

[Allain Umailin]

Hello @Miguel Gotao,

Thank you for reaching out and my sincere apologies for the delay.

To further assist you, please send me a private message and provide the Nitro Pro 13 serial number you are having issue with.

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. 

[Meri]

I need the new serial number to activate the new nitro pro. We purchased Nitro 11 and my computer crashed recently. Just need to reinstall Nitro back to the computer. I deactivated the serial number but when I activate the serial number again, it stated my number is invalid. Looks like I need to get the new serial # that start with 5. Please advise.

Edited January 15, 2020 by Meri
add additional details

[Allain Umailin]

Hello @Meri,

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

Before continuing, I should let you know that we no longer support Nitro Pro 11 or older. It has been discontinued as documented in our Sunset Policy: https://www.gonitro.com/support/sunset-policy 

As a courtesy, 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 11. 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 11 using these offline link/s:

x64-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x64.msi 
x32-bit: http://install.nitropdf.com/professional_1108470/en/burn/nitro_pro11_ba_x86.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.

 

Alternatively, if you are interested in upgrading your license to Nitro Pro 13 with VIP Access (formerly Software Assurance), kindly access our Upgrade Portal and enter your Nitro Pro 11 serial number: https://www.gonitro.com/pro/upgrade 

You should then receive an email confirmation with a new serial number to activate Nitro Pro 13.

Thank you for choosing Nitro and I hope this helps!

[Miguel Gotao]

Hello Allain,

Thanks for verifying that the license keys are still valid. Turns out the installer I was using was for an older version of 13, that asked for a name with the license. After taking the latest installer from your website, the program accepted the license without any issues, so we should be all set. This support request can be completed.

Thank you!