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NERO Platinum 2017 - Missing or Changed Serial Number!

I recently purchased Nero 16 Platinum on a Nero promotion, along with Music Recorder. I was sent the Serial # for Nero and the Activation Code for Music Recorder. I used Nero several times with no issues. Now, for the past two days, when trying to Burn CD's with Nero, I get a message that says: "Your Serial Number is not recognized as valid. Please consider upgrading with a special discount."

What is that all about?!!

I have tried to locate the serial number in Nero but can't seem to find where it's located in the program so I can see why or if it has somehow changed from when it was installed a few months ago. I went to Cleverbridge and entered my email address and they say it's not on file... even though I am staring at their invoice which was sent to and printed off the same email address!!

Any help would be appreciated.
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  • Hi Dave,
    If you can locate the Nero ControlCenter ... in there under Serial numbers is where the serial number will be.

    It should be 39 characters long including the hyphens.

    If the number is wrong or missing ... use the "Add" button to enter in the number.

    (you can right-click on the serial number entry and "copy" to paste into a text document to make it easier to compare.)
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  • 1
    Sooo... the saga continues. I managed to Google the perfect phrase that directed me to the Nero ControlCenter... which Nero conveniently does NOT link directly to their software. Imagine that.

    I opened NCC.exe and there to my wondering eyes, was my Serial Number bold as could be. I decided to "Add" the serial number again, just in case Nero had more weirdness in play. Once I was done, I clicked add and was duly informed: "That Serial Number already resides on this computer."

    So, I have a legal version of Nero 2016 Platinum that is 2.5 months old, worked perfectly (as can be expected with Nero), has the correct serial number installed on my computer, but tells me my "... Serial Number is not recognized as valid" and to "Please consider upgrading with a special discount." At least they said PLEASE.

    I thought hackers were the only people who held software and data files hostage for ransom... seems Nero AG is taking a page from the Hackers Journal on the Dark Web.

    Any suggestions on how to get Nero to recognize the Serial Number that came with the order and is clearly where it should be?
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  • I agree with Omega tester .. best to go via the support route.

    It sounds like something has screwed up at the Nero database end ...

    or ...

    a possible explanation would be if your content includes DTS audio ...

    Nero has not dealt with the removal of the ability to decode DTS audio and sends people on a wild goose-chase in internet land rather than pop up a display informing people that DTS audio is not able to be decoded.

    I'm guessing the issue is a screw up in their database though.
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    I have contacted CS and no response. Like many people, I had difficulty installing Nero 2016 Platinum... part way through, it would puke on some verification process and grenade the entire install. I tried for days to get Nero CS to respond and finally resorted to sending a terse email to Cleverbridge.

    I was fortunate, several days later, to come across someone who had the same issue and the traced it to a corrupt file that Cleverbridge/Nero was sending buyers. They provided a link to a clean file that Cleverbridge/Nero had made available to them and I used that for my install. Everything went smoothly and the Serial Number from Cleverbridge worked perfectly.

    So... I have little hope of a response from Nero...

    Today I updated all the Nero program elements that NCC.exe showed needed updating, thinking that might resolve some issues. Negatory Big Ben... still craps out on the burn.

    What seems strange, is I can use everything but the burn. I can Recode, play audio files, edit audio files, though now, for whatever reason, all I can get Burning ROM to save are .nra files... completely worthless when it comes to burning or opening with anything else. Before, I was able to edit and have .mp3 format and burned CD's for my vehicle CD player. Not sure why Nero only prohibits burning and only doing .nra files now.

    If their database is this messed up, and their communication is this bad, I think I am better off looking elsewhere. I am more than fed up and ready to admit that Nero got into my pocket for the last time. I came across some YouTube videos about the open source FREE Audacity program and was able to at least edit my audio file into separate tracks and export in a format that allowed Windows to burn the CD. Works pretty nice for a free program. Not sure how it will work in my car or truck until I try it tomorrow.
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  • I took one last stab at contacting Nero C/S. I sent them the following using their form:
    __________________________

    I purchased NERO 2016 Platinum from Cleverbridge. After two days of failed install attempts, I contacted Cleverbridge about the bogus file they sent me that aborts part way through the install. They never responded. I emailed them saying they should issue a refund for bad software instead of ripping people off.

    I then found other people on the Forum having the same issue. One of them posted a link to a clean file Nero had sent them. I tried that link, downloaded the program and it installed perfectly the first time. I used the Serial Number Cleverbridge sent in an email when I purchased the program originally.

    For the past two months, or so, I have been able to use the program without issue... until a couple of days ago when Burning Rom did everything except actually let me burn a CD. Said my Serial Number was not valid!!

    I went to NCC.exe and the serial number was there and identical to what I was sent by Cleverbridge.

    I went into the Registry, per your online instructions, and found the serial number for the software I had purchased... but also found a second unique one from God knows where!

    I deleted the second one in hopes the program was in conflict and looking at the wrong value. Nothing worked.

    Replaced the original serial number with the second one I found in the registry, but then all the Nero features were grayed out.

    Replaced the second serial number with the original one I was sent, and the features came back, but I still cannot burn any discs.

    When I went to your Validation page of your website, it no longer says the serial number "is not valid" it now says it is a "pirated" serial number!!!

    You or your agents are the ones who sent me the serial number!

    This is the second serial number I found in the registry (I have no idea where it came from): Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

    I would like to know why Nero 2016 Platinum worked (once I got a decent file to install and not that piece of crap from Cleverbridge) and accepted the original serial number I was given, but now doesn't work and calls the same serial number a "pirate!"

    This is why I took Cleverbridge to task and said they should give my money back.

    We get bombarded with Ad's and when we buy, nothing works!

    I need help and a solution!!
    ___________________________________

    The registry has NERO crap from NERO 0 to NERO 17! How or why, God only knows. My last look at the registry shows the mystery Serial Number, the original Serial Number I was e-mailed.... and yup, a second copy of the Original Serial Number NERO now calls a pirated copy!

    By tomorrow, I will have a folder full of self-replicating Serial Numbers. I am beginning to think I am living a Doctor Who episode and the Tardis will land in my backyard any moment...

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  • The problem you're referring to was caused by a link to an installer that was messed up. I'll have to look for the thread (s).
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    • When I think about it, having the same serial number twice may make it think that there's a duplicate installation somewhere. As you know, you can only use a serial number on one system.
    • Adolphus-

      Edit your post to remove your serial number. In addition, start a new thread since your problem is different than the one listed here.
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  • I’m utterly bewildered!
    Sept. 16, 2018, I discovered I was not able to access my Nero 2018 Platinum, purchased less than a year ago in 2017 on Special at $56.95 CAD, which until yesterday, successfully worked. Suddenly, Nero wants more money ($139.95 CAD) for the same product, claiming limitless license, yet Terms & Conditions reveals 'until Nero changes the software'? Am I getting that right?

    Wanting to complete my hard copy back-up, I again purchased the same Nero 2018 Platinum, making my Nero 2018 Plantinum investment $196.90 CAD Total! :( Hope I get a $139.95 Refund for this insanity!
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