"Unable to locate the Serial Number" when activating

[amrice@comcast.net]

I am having the same problem.  I bought new computer and wanted to come up quickly with Nitro Pro by downloading a Trial copy, knowing I have allowance for 2 Active installs.  I cannot figure out how to convert the Trial version to my active license.  When I enter the license number from the old install, I get "Unable to locate the Serial Number".  Of course this is off hours and there is no human contact.  The Email form forces me back to the Active Screen where now I am in fricking loop.

Can anyone help me?

[Allain Umailin]

Hello @amrice@comcast.net,

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

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.

[jgrant@processequipment.us]

I am having the same issue.  About a week ago, I had to update my Windows 10 operating system.  At that time, I reverted to an earlier version of my computer bios entotal.  Since then, Nitro doesn't recognize nor will it accept the serial number to reactivate Nitro.  Nitro also indicates that my trial period has ended but will not accept the serial number.  I also verified the serial number through Cleverbridge and tried to reenter it to no success.  The only other bit of information I can provide is when I try to use Nitro,  I receive Error Code -7089.

[Allain Umailin]

Hello @jgrant@processequipment.us,

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

I am pleased to inform you that we have release Nitro Pro 13.8.2.140 that addresses this reverting to 'Expired Trial' issue so kindly update using below direct installers for the most updated build:

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.

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!

[amrice@comcast.net]

On 3/2/2020 at 1:43 PM, AllainU said:

Hello @amrice@comcast.net,

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

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.

I posted another service request to this site.  This is a very frustrating site.  How do I submit screenshots?  I sent link to document on Google Drive

[Allain Umailin]

Hello @amrice@comcast.net,

Upon checking the screenshot you have uploaded, please be aware that Nitro Pro 11 or older are already discontinued as documented in our Sunset Policy: https://www.gonitro.com/support/sunset-policy . With that, support for the discontinued versions are no longer available. 

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 10 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 and to know more about some enhancements and fixes with Nitro Pro 13, please visit our Release Notes page https://www.gonitro.com/nps/product-details/release-notes 

 

If you prefer staying with an older version, uninstall Nitro Pro 13, reboot your machine and download Nitro Pro 10 installers from this page: 
https://kb.gonitro.com/knowledgebase#/search/online/000004464 

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!