JY LEE Posted March 4, 2020 Report Share Posted March 4, 2020 I have recently changed my computer and try to activate the Nitro PDF on my new laptop but did not success, refer to pop-up window below: Then I submitted a support request to verify the product license, which indicate the license is valid, refer to screen shot below: Pls contact me to help sort out this issue, thanks. Btw, i have lodged support ticket 3x times but only come back with auto-reply with some link, very unhelpful Lee Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 4, 2020 Official Nitronaut Report Share Posted March 4, 2020 Hello @JY LEE, Thank you for reaching out to us through our Community Forums! Could you please share how you logged support cases? We would like to know because as we checked your account, nothing was submitted. 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...
JY LEE Posted March 5, 2020 Author Report Share Posted March 5, 2020 5 hours ago, AllainU said: Hello @JY LEE, Thank you for reaching out to us through our Community Forums! Could you please share how you logged support cases? We would like to know because as we checked your account, nothing was submitted. 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. HI, AllainU Have sent the message to you with some screenshots, pls check and let me know if you need any further information. Lee Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 5, 2020 Official Nitronaut Report Share Posted March 5, 2020 Thank you for the screenshots, @JY LEE. 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. Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
JY LEE Posted March 10, 2020 Author Report Share Posted March 10, 2020 On 3/5/2020 at 7:29 AM, AllainU said: Hello @JY LEE, Thank you for reaching out to us through our Community Forums! Could you please share how you logged support cases? We would like to know because as we checked your account, nothing was submitted. 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. HI, AllainU Have sent the message to you with some screenshots, pls check and let me know if you need any further information. Lee On 3/6/2020 at 1:24 AM, AllainU said: Thank you for the screenshots, @JY LEE. 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. Thank you for choosing Nitro and I hope this helps! Thanks AllainU I have activated the Nitro pro 12, how can i upgrade to pro13? Lee Link to comment Share on other sites More sharing options...
JY LEE Posted March 10, 2020 Author Report Share Posted March 10, 2020 Thanks AllainU I have activated the Nitro pro 12, how can i upgrade to pro13? Lee Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 10, 2020 Official Nitronaut Report Share Posted March 10, 2020 Hello @JY LEE, To upgrade to Nitro Pro 13 with a discounted rate, kindly enter your Nitro Pro 12 serial number in our Upgrade Portal https://www.gonitro.com/support/upgrade Thank you for choosing Nitro and I hope this helps! Link to comment Share on other sites More sharing options...
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