Will not let me deactivate to load onto new computer

[Renelel Leinbach]

I got a new computer.  Old computer that houses Nitro is destroyed.  I downloaded and clicked activate.  I entered my serial number, says does not exist.  Takes me to find # support page.  It locates it  and says it is active, says click deactivate and then re-enter your serial number.  When I click deactivate it says you can deactivate 0 licenses.   Click submit ticket if this does not resolve.  That take me back to enter your serial number and is a circle of getting no where.

I have an active serial number.  How do I get my new computer to accept the number when I cannot deactivate the old one.

 

 

[Reymund Oyong]

Hi @Renelel Leinbach,

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

When facing activation issue, especially with error message 'serial number does not exist', this simply means you are applying a serial number that does not fit the version of Nitro Pro.

As an example, let's say your serial number is version 12 but you install Nitro Pro 13 on the computer. You will not be able to activate Nitro Pro 13 because your serial number is for version 12 only. To correct this, you will need to uninstall Nitro Pro 13 then install Nitro Pro 12 so you can activate it using the version 12 license.

Basically, a Nitro Pro serial number will only work based on its version. 

Two things to check when facing this issue:

1. What is the version of Nitro Pro installed on the computer? This information can be located under Help tab > About Nitro Pro.

2. The version of serial number. Our Activation Portal will help you check the serial number and determine its version. Here's the link to your Activation Portal: https://licenses.gonitro.com/prd/portal 

Once you have these information, please let us know so we can give the correct Nitro Pro installer.

Kind regards,

[Renelel Leinbach]

Thank you for the quick response.  I really appreciate it.  It looks like I have version 12.  I went ahead and uninstalled the 13.

Can you send me the link to download version 12?

Thanks again!

[Reymund Oyong]

Hello @Renelel Leinbach,

Here's the direct download links of Nitro Pro 12 installer:

32bit - http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi 
64bit - http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x64.msi

If you are not sure whether to download the 32bit or the 64bit, please refer to the link below:
https://kb.gonitro.com/knowledgebase/#/search/bit/000003790 

Kind regards
 

[Renelel Leinbach]

Thank you.