rcijntje Posted March 19, 2020 Report Share Posted March 19, 2020 I am not able to activate my Nitro 10 product after reinstallation ! Err 23 although al my installations have been deactivated ! Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 19, 2020 Official Nitronaut Report Share Posted March 19, 2020 Hello @rcijntje, 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 10? 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...
ColoradoBlueSkies Posted March 20, 2020 Report Share Posted March 20, 2020 Same here! Program thinks I made a new purchase. Please advise Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 20, 2020 Official Nitronaut Report Share Posted March 20, 2020 Hello @rcijntje, Thank you for the private message. Before continuing, 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, kindly access our Upgrade Portal and enter your Nitro Pro 10 serial number: https://www.gonitro.com/pro/upgrade You may also want to purchase Nitro VIP Access (formerly Software Assurance) that entitles users to free upgrades for the next release of Nitro Pro and Premium Support for one year after the purchase date. (Premium Support is prioritized ticket support with our Technical Support staff/Nitro Customer Success and Service Team for one year after the purchase date). 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 Please be aware that the issue of license reverting to 'Trial Expired' when a major Windows Updates was installed and generating null-id (Computer ID of all '0's) has been fixed in version 13. In addition to that and many other feature improvements, version 13 also contains some important security vulnerabilities fixes that you might want to consider when deciding whether to upgrade to it or not. You can find out more about these fixes here: https://www.gonitro.com/nps/security/updates However if you prefer working with an older version and as a courtesy, 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! Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 20, 2020 Official Nitronaut Report Share Posted March 20, 2020 Hello @Donna Rauss, Thank you for reaching out to us through our Community Forums and for sending your Nitro Pro 12 serial number. Did the affected machine installed a major Windows Update prior to this issue? If yes, kindly note upon the upgrade of the operating system or installing a major Microsoft update, the Computer ID is changed, as it is comprised partially by the operating system. Once changed, this will no longer recognize the original installation causing the program to revert to trial mode. To further assist you, please send me a screenshot with the error message you’re receiving. To find out how to take a screen shot, check out this link:https://kb.gonitro.com/knowledgebase/#/search/screen/000004108 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...
ColoradoBlueSkies Posted March 20, 2020 Report Share Posted March 20, 2020 I was having the EXACT same crashing issues as discussed on that thread of discussion. I followed your instructions to install the fix. The fix, at this point, seems to be successful, with the exception of the program thinking I'm on a 14 day free trial Link to comment Share on other sites More sharing options...
amy.jones Posted March 20, 2020 Report Share Posted March 20, 2020 My serial number is saying it has already been activated twice and it has not. It has only ever been on my work computer so I'm not sure what the issue is. I'm needing it on my personal computer so I can work from home due to COVID-19. I can't get through to anyone through phone, nor am I allowed to submit a ticket. Does anyone know how I can fix this issue?? Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 20, 2020 Official Nitronaut Report Share Posted March 20, 2020 Hello @amy.jones, Thank you for reaching out to us through our Community Forums! Please be aware that our ticketing system is the fastest way we can communicate with our customers with Nitro VIP Access (formerly Software Assurance). Otherwise, we recommend utilizing our Knowledge Base site http://kb.gonitro.com/knowledgebase and to post your inquiry to our Community Forums https://community.gonitro.com/ (a page where other customers and Nitro Support team can collaborate and share solutions). To further assist you, I just made an adjustment on your Nitro Pro 12 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! Link to comment Share on other sites More sharing options...
amy.jones Posted March 20, 2020 Report Share Posted March 20, 2020 12 minutes ago, AllainU said: Hello @amy.jones, Thank you for reaching out to us through our Community Forums! Please be aware that our ticketing system is the fastest way we can communicate with our customers with Nitro VIP Access (formerly Software Assurance). Otherwise, we recommend utilizing our Knowledge Base site http://kb.gonitro.com/knowledgebase and to post your inquiry to our Community Forums https://community.gonitro.com/ (a page where other customers and Nitro Support team can collaborate and share solutions). To further assist you, I just made an adjustment on your Nitro Pro 12 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! Thank you for the response! I tried to activate it and it says "The serial number entered does not exist." But I can see since you made the adjustment that it does show only one activation out of two now, where before it said 2 out of 2. And it clearly exists because it's still working just fine on my office computer. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 21, 2020 Official Nitronaut Report Share Posted March 21, 2020 Hello @amy.jones, 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...
AmandaMS-1 Posted March 21, 2020 Report Share Posted March 21, 2020 @AllainU have just sent you a private message re activation issue after installing windows update, please advise. Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted March 23, 2020 Official Nitronaut Report Share Posted March 23, 2020 Hello @AmandaMS-1, Thank you for the private message. 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_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...
Official Nitronaut Allain Umailin Posted March 23, 2020 Official Nitronaut Report Share Posted March 23, 2020 Hello @amy.jones, Thank you for the screenshots. 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 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...
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