Nitro Pro 13 suddenly not working

[Christa H 0]

I need assistance with my Nitro Program - I am getting an error message which cannot be copied or pasted for some reason.  I have six licenses and my laptop license which is the last one purchased is suddenly not working.

I have emailed and messaged Nitro and keep getting the same automated response saying there is no answer to my question and to "ask another question".  I have been a loyal customer to Nitro and like this program.  Now I am in need of it while we are all working remotely due to Corona Virus and I cannot get any answer from Nitro as to how/why my program stopped working and how to get it reinstalled or repaired to allow us to use it again.

At this time of worldwide crisis, we need to be able to work remotely and using a program like Nitro is essential to our business survival.   I am asking Nitro to please respond to your customer service questions and please stop sending us to a Chat Room that provides nothing but robotic answers.  

I understand this content needs to be approved by a moderator.  I hope you will not block this comment/question and provide an answer to this simple question.

Christa Halda

 

 

[AllainU 0]

Hello @Christa H,

Thank you for reaching out to us through our Community Forums and my sincere apologies for this inconvenience.

In order for me to further assist you with your concern, could you please provide the following?:
-Is this a new issue or has it occurred since after installing Nitro Pro? Any changes you are aware of before this happened (e.g. Windows Updates)?
-The serial number of your Nitro Pro 13 you are having issue with.
-Build of Nitro Pro are you working with. You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.X.X.X, e.g. 13.2.3.26) or you can go to Control Panel > Programs and Features.
-A screen shot of the error message you are receiving and/or any important information. To find out how to take a screen shot, check out this link: https://kb.gonitro.com/knowledgebase/#/search/screen/000004108

To send them 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.