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Reactivation - Serial number entered does not exist


Norman Brown
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Norman Brown

I'm totally jackknifed activating  Nitro Pro 13.16.2.300 on a new computer.  It goes like this:

1. Copied my Nitro Pro 12 serial number into the Activate window.

2. Received a "Serial number entered does not exist" message. 

3. Submitted a support request.

4. Sent to https://licenses.gonitro.com/prd/portal

5. Entered serial number and clicked "Find License" button.

6. It recognized my serial number and went to Deactivation screen and I clicked "Deactivate" button.
7. Licenses.gonitro.com says "Sorry.  You may only deactivate 0 devices."

8 I tried to uninstall Nitro Pro but receive a message "Something is blocking Nitro from proceeding.  No action was taken because a systems reboot is required.

9. Rebooted the computer and still receiving the message at #8.

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Allain Umailin

Hello @Norman Brown,

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

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 

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!

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