Error when Activating

[Meredith Gray 0]

Company bought nine licenses.  Went through the process of deactivating in order to move the license to a new computer.  Activation show '0'; Activation aloud '2'.  Receive error code -23 - Lcense number already used.

installed Nitro-pro trial to give it some time to "refresh" and now trial has expired.  Still unable to activate.  Please assist.

 

R/s,

Meredith

[AllainU 0]

Hello @Meredith Gray,

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

In order to further assist you, could you please provide the serial number of your Nitro Pro?

To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

This matters because our business installers are different from the online ones.

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

Edited June 19, 2020 by AllainU

[AllainU 0]

Hello @Meredith Gray,

Thank you for the private message.

To further assist you, I just made an adjustment on your license, so you can now activate your copy of Nitro Pro by going to Help tab > About Nitro Pro > Activate, entering your serial number and clicking Activate.

Thank you for choosing Nitro and I hope this helps!

[Meredith Gray 0]

Thank you.  I appreciate the assistance.

 

R/s,

Meredith

[shane peden 0]

Cannot activate nitro pro.  Have a key that is said to be valid but when I use gonitro.com/activation is errors out every time.

Serial Number is: 23****-******-******

See the screenshots I've linked to.

https://www.dropbox.com/s/732yz8degkkh7jk/******

https://www.dropbox.com/s/lcusyivfcnpsavm/*******

Edited June 22, 2020 by Reymund G.

[Song 0]

Hello, I upgraded my operating system and Nitro has reverted back to trial mode.  I have deactivated 2 licenses and still cannot activate.

Please help.

 

[AllainU 0]

Hello @shane peden,

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

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.

[AllainU 0]

Hello @Song,

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

Our record shows you are experiencing an issue activating the license is because the computer that the software was installed on did not generate a proper Computer ID (which is a Nitro-specific ID, which generates a unique Computer ID for each computer that the software is installed on). Instead, a Computer ID of all '0's was generated.

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 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 

Please be aware that the issue of 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, I just made an adjustment on your license, so you can now activate your copy of Nitro Pro by going to Help tab > About Nitro Pro > Activate, entering your serial number and clicking Activate.

Thank you for choosing Nitro and I hope this helps!

[rolf lunsmann 0]

I haev recently updated my computer and I am having difficulty deactivating my Nitro 10 on my old machine.  I get the error message "Invalid License Number". 

[Matthew Hodgson 0]

I have the same issue as Meredith Gray, please could you assist with this?

[AllainU 0]

Hello @rolf lunsmann,

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 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!

[AllainU 0]

Hello @Matthew Hodgson,

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

To further assist you with your concern, I replied to your private message to ask for more information.

Cheers!

[AllainU 0]

Hello @shane peden,

Thank you for the private message.

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.

[AllainU 0]

Hi @Matthew Hodgson,

Thank you for the private message.

Our record shows you are experiencing an issue activating the license is because the computer that the software was installed on did not generate a proper Computer ID (which is a Nitro-specific ID, which generates a unique Computer ID for each computer that the software is installed on). Instead, a Computer ID of all '0's was generated.

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 11 serial number: https://www.gonitro.com/pro/upgrade 

However if you prefer working with an older version and as a courtesy, I just made an adjustment on your license, so you can now activate your copy of Nitro Pro by going to Help tab > About Nitro Pro > Activate, entering your serial number and clicking Activate.

Thank you for choosing Nitro and stay safe!

[AllainU 0]

Hi @Matthew Hodgson,

Another change has been made on your Nitro Pro 11 license so please try activating again.

Thank you for choosing Nitro and I hope this helps!