Maggie McNinch Posted February 24, 2020 Report Share Posted February 24, 2020 Hello, I am trying to upgrade old Nitro Pro 9 Licenses but the system says: We were unable to validate your serial number. Please ensure you entered it correctly. If you believe you are eligible for an upgrade, please leave a post on our Community Forum and update us with your issue. Please help! Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted February 24, 2020 Official Nitronaut Report Share Posted February 24, 2020 Hello @ABC1234, Thank you for reaching out to us through our Community Forums! Since I am unable to pull-up your Nitro Pro 9, 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'. 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...
Joel D. Posted February 26, 2020 Report Share Posted February 26, 2020 Hi. I purchased V13, installed it in my new Windows 10. But Nitro website would not recognize my key as valid one. So I cannot activate it. Thanks for your help. Joel D. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted February 26, 2020 Official Nitronaut Report Share Posted February 26, 2020 Hello @Joel D., Thank you for reaching out to us through our Community Forums! 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, kindly install it first on your machine using these direct installers: x32 http://install.nitropdf.com/professional_1391155/en/retail/nitro_pro13_ba_x86.msi x64 http://install.nitropdf.com/professional_1391155/en/retail/nitro_pro13_ba_x64.msi If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
Joel D. Posted February 27, 2020 Report Share Posted February 27, 2020 (edited) Morning AllainU. Thank you for replying to my request. My Key does start with 504955XXXXXX. I did what you suggested, unfortunately, I got the same result. It is saying that "Nitro Pro encountered an issue during activation". What would you suggest to do now? Thanks again. Joel D <email address> Edited February 27, 2020 by AllainU Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 6, 2020 Official Nitronaut Report Share Posted March 6, 2020 Hello @Joel D., Thank you for your private messages. I am pleased to inform you that we have release Nitro Pro 13.13 so kindly update using below direct installers for the most updated build: x32 http://install.nitropdf.com/professional_13132242/en/retail/nitro_pro13_ba_x86.msi x64 http://install.nitropdf.com/professional_13132242/en/retail/nitro_pro13_ba_x64.msi If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number. Should the program reverted to 'Trial' or 'Expired Trial' again, please do not hesitate to reach-out again by replying to this thread. Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
Joel D. Posted March 9, 2020 Report Share Posted March 9, 2020 (edited) Morning AllainU. Did not fixed the problem. It still says expired trial and would not activate. Thanks. Joel D. <Email Address> Edited March 9, 2020 by AllainU 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 @Joel D., In order to further assist you, 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...
Joel D. Posted March 10, 2020 Report Share Posted March 10, 2020 (edited) Hi AllainU. Thanks for your help, this is getting frustrating. I cut and pace the screen shots as you asked. I got the same error message. It says "There is an issue with the activation certificate" I could not attach the cut and insert doc. Joel D. <Email address> Edited March 10, 2020 by AllainU Link to comment Share on other sites More sharing options...
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