Patrick Hardy Posted June 8, 2020 Report Share Posted June 8, 2020 I have a new computer. I deactivated Nitro from the old. I have the correct serial number, which I have confirmed multiple times through the website. The software still says the serial number does not exist. Please advise. By the way, I am a paid customer and should not have to pay extra to get additional support and be considered a "very important person." Mine is a basic question about a product I already paid for. Do I really need to be a VIP get help for that? Please respond soon. Thank you. Patrick Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted June 8, 2020 Official Nitronaut Report Share Posted June 8, 2020 Hello @Patrick Hardy Please uninstall Nitro and install Nitro Pro 12: https://www.gonitro.com/nps/product-details/downloads Cheers! Link to comment Share on other sites More sharing options...
Patrick Hardy Posted June 10, 2020 Author Report Share Posted June 10, 2020 Thanks but I tried it an it failed. I downloaded Nitro 12 as you suggested. When I enter the serial number I get error -22, you are using a serial number from another version. What else can I do to regain access to the product please? I tried multiple times and reconfirmed that the serial number is correct. Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted June 10, 2020 Official Nitronaut Report Share Posted June 10, 2020 Hello @Patrick Hardy Can you please send me the serial number you are trying to use so I can check? Thanks! Link to comment Share on other sites More sharing options...
Patrick Hardy Posted June 12, 2020 Author Report Share Posted June 12, 2020 I sent the number as you requested but I have not heard back. Link to comment Share on other sites More sharing options...
Official Nitronaut Leslie V Posted June 15, 2020 Official Nitronaut Report Share Posted June 15, 2020 Hello Patrick, I did not receive your message. Can you please re-send your serial number? Thanks! Link to comment Share on other sites More sharing options...
Patrick Hardy Posted June 18, 2020 Author Report Share Posted June 18, 2020 (edited) The serial number is: 234600-xxxxxx-xxxxxx Please help resolve this soon. I've lost several work hours as we have gone back and forth and I depend on this product. Please and thanks. Edited June 18, 2020 by AllainU Link to comment Share on other sites More sharing options...
Official Nitronaut Allain Umailin Posted June 18, 2020 Official Nitronaut Report Share Posted June 18, 2020 Hello @Patrick Hardy, Thank you for your response. 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 a discounted rate, 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 However if you prefer working with an older version and as a courtesy, kindly uninstall the version you currently have 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 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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