Unable to activate with valid serial number

[Buzz Lamb]

I'm trying to migrate Nitro Pro to a new computer.  I deactivated NitroPro version 10 on my old computer before downloading Nitro Pro on my new machine. 

When I try to activate the current version (13), I receive an error message - serial number does not exist.

When I paste the same serial number into the Need Help Activating screen  it shows status as an active, number of activations 0 and number of activations allowed 2. 

If I try to deactivate, I receive an error message "Nitro can only deactivate 0 licenses"

It does not allow me to install version 10 on my new computer

What are my options?

Thank you,

Buzz

[Allain Umailin]

Hello @Buzz Lamb,

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

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 you use this to activate the program by clicking on the Help tab > About Nitro Pro > Activate.

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, uninstall Nitro Pro 13 by going to Control Panel \ Programs \ Programs and Features, 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 old serial number.

Thank you for choosing Nitro and I hope this helps!

[Buzz Lamb]

Thank you, Allain.  

I will upgrade.

Stay healthy,

Buzz