Unable to activate

[San Asato]

Unable to activate Nitro Pro.  Online help using Manual Activation is a circular loop, able to deactivate not activate.  Good software but not very happy with support.

[Allain Umailin]

Hello @San Asato,

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

Since your account shows multiple Nitro Pro versions, could you please provide the serial number you are having issue activating?

Also, a screenshot of the error message you have received after entering your serial number.

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.

[Allain Umailin]

Hello @San Asato,

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, kindly access our Upgrade Portal and enter your Nitro Pro 11 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 

However if you prefer working with an older version and as a courtesy, uninstall the version you currently have by going to Control Panel \ Programs \ Programs and Features, reboot your machine and download Nitro Pro 11 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 serial number.

Thank you for choosing Nitro and I hope this helps!

[Renee Strickland]

I am having trouble activating and constantly in a loop getting the "Your trial period has expired" message and only able to Deactivate and not activate.  I'm operating on Nitro Pro 12 purchased in Dec. 2018.   I'm just trying to work!  Help!

 

 

[Renee Strickland]

I need to work and if you can't help me today, I'll be happy to go purchase software from another company.  The more I read from your community posts, the more complaints I see about your customer support.  I hope to hear from you in the next couple of hours.  I have important work to do and since you don't provide phone support, I guess this is the only way.   Not pleased.

 

[Allain Umailin]

Hello @Renee Strickland,

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

Please be aware that as much as we would like to provide phone support, 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). 

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 @Renee Strickland,

Thank you for the screenshots.

It appears you are trying to activate through our Activation Portal, however, please be aware we can only deactivate licenses in that page.

If you have installed Nitro Pro 12 on your machine, I would happy to know if you have the correct build by sending me a screenshot of your 'About Nitro Pro' window under Help tab.

If you have not installed the correct version, kindly uninstall it, reboot your machine and reinstall using below direct installers:

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 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.

Thank you very much in advance and I am looking forward to hearing back from you. 

[Renee Strickland]

Can you please help me today Allain?

[Renee Strickland]

Allain;

 

I no longer need your help.  I activated it successfully and I'm back up & running.  thank you for your help.  You got me to the activation screen on your last email!

 

Renee'