Unable to activate

[liamk]

Hi, I'm unable to activate our product. The product portal shows 0 activations. It is nitro pro 12

[Allain Umailin]

Hello @liamk,

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 12?

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. 

[liamk]

2 hours ago, AllainU said:

Hello @liamk,

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 12?

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. 

I have sent a message

[Allain Umailin]

Hello @liamk,

Thank you for the private message.

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

[MaxB]

Hi @AllainU

I am having the same issue. I have Nitro Pro v 12.5 installed on my machine. I am trying to activate my serial number.

However, when i go to activate the license, i receive an error message to say that it is an invalid license number and the serial number does not exist. We have purchased two serial numbers at the same time. Receiving the same error when I enter both numbers. 

Please are you able to support in where I may be going wrong?

Thanks

Max

[Allain Umailin]

Hello @MaxB,

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. 

[Allain Umailin]

Hello @MaxB,

Thank you for the serial numbers.

Please be informed that '-20: Error - Invalid License Number' 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 13. We then activate it using your serial number. Kindly follow these steps:
 
1. Uninstall Nitro Pro 12 from your computers 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 13 using these offline link/s:

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 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!