Activation not working

[Margarita Castillo]

I purchased Nitro Pro 13 June 6, downloaded the trial and I entered my license number but somehow it wasn't acknowledged.  The trial expired and I have tried to get this resolved and received no response nor have the "solutions" online worked.  I need to get this resolved!  This is so frustrating... I feel like you guys owe me a month extra on my subscription for this mess.  Please have someone contact me!  When I try to activate I do not receive a "certificate" number to copy.  The dialog box is empty.

[Allain Umailin]

Hello @Margarita Castillo,

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

Upon checking your account records, I can see you upgraded to Nitro Pro 13 and please note this is a perpetual license. It means it has no expiration date.

Going back to your concern and based on the information you have shared, you were offered to manually activate the program after clicking Activate button and it is not generating the activation certificate.

At the moment, we are still investigating this behavior and to further assist you in troubleshooting this issue, kindly follow these steps:

1. Clear the content of the directory under C:\users\your_username\Appdata\local\temp. For whatever reason, not all temp files automatically remove themselves and is NOT usually caused by Nitro Pro files. Kindly note Appdata folder is hidden and to unhide it, please refer to this article https://cybertext.wordpress.com/2012/05/29/cant-see-the-appdata-folder/ 

2. Download and run our Clean Up utility to uninstall your Nitro Pro: 

http://install.nitropdf.com/professional_13192356/install-cleanup/install-cleanup.zip 

NOTE: This clean-up tool will erase any existing signature files within Nitro so please save them to another location before using the clean-up tool in order to keep them. Please see this link for backing up custom stamps/signatures: https://kb.gonitro.com/knowledgebase#/search/stamps/000004307 

3. 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.

4. Download and install Nitro Pro 13.19 using below offline installers:

x32 http://install.nitropdf.com/professional_13192356/en/retail/nitro_pro13_ba_x86.msi
x64 http://install.nitropdf.com/professional_13192356/en/retail/nitro_pro13_ba_x64.msi

If you are not sure which to pick, this will help: https://kb.gonitro.com/knowledgebase#/search/64/000003790 

5. 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.

[Margarita Castillo]

Ok went back and followed the steps more "thoroughly" and it worked.  Thank you!