Citavi 6 login fails

To use all of the features in Citavi 6*, you will need to log in with your account information. On the Welcome Screen, click the login icon in the upper-right corner:

You should see the following window:

Login attempts can fail for a number of reasons.

Please click the box containing the possible cause and solution you would like to explore.

1) Login window only shows two logos and a white background

Instead of the login window above, you only see two Citavi logos (screenshot).

Cause

Your Internet options in Windows do not allow cookies or JavaScript.

Solution

Windows 7:

If you're still using Internet Explorer 8, please update to Internet Explorer 11, even if Internet Explorer isn't your default browser.

  1. Click the Windows button to open the Start menu.
  2. Click Control Panel.
  3. Click Network and Security.
  4. Click Internet Options.
  5. To enable cookies, on the Privacy tab, click Advanced and then enable the First-party Cookies checkbox.
  6. To enable Javascript on the Security tab, click Custom level > Scripting > Active scripting and then click Enable.

A faster option is to reset your settings (screenshot).

Windows 8 and 10:

  1. Click Search.
  2. Enter Internet Options.
  3. To enable cookies, on the Privacy tab, click Advanced and then enable the First-party Cookies checkbox.
  4. To enable Javascript on the Security tab, click Custom level > Scripting > Active scripting and then click Enable.
2) Message: "Navigation to the webpage was canceled"

Instead of the login window, you see this message (screenshot):

Navigation to the webpage was canceled. Confirm that the website address http://citaviweb.citavi.com is correct.

Cause

Your Internet options do not allow cookies.

Solution

Add an exception for citavi.com:

Windows 7:

  1. Click the Windows button to open the Start menu.
  2. Click Control Panel.
  3. Click Network and Security.
  4. Click Internet Options.
  5. Click the Privacy tab.
  6. Click Sites.
  7. Enter citavi.com in the Address of website field.
  8. Click Allow.

Windows 8 and 10:

  1. Click Search.
  2. Enter Internet Options.
  3. Click the Privacy tab.
  4. Click Sites.
  5. Enter citavi.com in the Address of website field.
  6. Click Allow.
3) Very small text, fields, and buttons

The login window opens but you can only make out very small text, fields, and buttons (screenshot).

Cause

The screen resolution is high and the login window does not yet scale properly. 

Solution

  1. Place the mouse pointer anywhere in the login window.
  2. Press and hold the Ctrl key.
  3. Use your mouse wheel to zoom in.
4) Login window only shows background image

The login window opens but only shows the background image (screenshot).

Cause

Your Internet settings in Windows are conflicting with the correct output of the login window.

Solution

Windows 7:

If you're still using Internet Explorer 8, please update to Internet Explorer 11, even if Internet Explorer isn't your default browser.

  1. Click the Windows button to open the Start menu.
  2. Click Control Panel.
  3. Click Network and Security.
  4. Click Internet Options.
  5. Click Security > Custom level > Scripting > Active scripting and then click Enable.
  6. Add trusted sites by clicking Security > Trusted sites > Sites. In the Add this website to the zone field, enter https://citaviweb.citavi.com and https://code.jquery.com/

Windows 8 and 10:

  1. Click Search.
  2. Enter Internet Options.
  3. Click Security > Custom level > Scripting > Active scripting and then click Enable.
  4. Add trusted sites by clicking Security > Trusted sites > Sites. In the Add this website to the zone field, enter https://citaviweb.citavi.com and https://code.jquery.com/
5) Buttons and/or text field labels are missing

You can't use the login form because buttons and/or text fields labels are missing (screenshot).

Cause

Javascript was disabled.

Solution

Windows 7:

If you're still using Internet Explorer 8, please update to Internet Explorer 11, even if Internet Explorer isn't your default browser.

  1. Click the Windows button to open the Start menu.
  2. Click Control Panel.
  3. Click Network and Security.
  4. Click Internet Options.
  5. To enable Javascript on the Security tab, click Custom level > Scripting > Active scripting and then click Enable.

A faster option is to reset your settings (screenshot).

Windows 8 and 10:

  1. Click Search.
  2. Enter Internet Options.
  3. To enable Javascript on the Security tab, click Custom level > Scripting > Active scripting and then click Enable.
6) Your system administrator blocked the account login

Cause

Your system administrator installed Citavi so that it's not possible to log in to Citavi Account.

Solutions

Ask your system administrator if the setting can be changed in the Windows Registry:

  • On a 64-bit computer: HKLM\Software\Wow6432Node\Swiss Academic Software\Citavi 6\AdminSettings
  • On a 32-bit computer: HKLM\Software\Swiss Academic Software\Citavi 6\AdminSettings

The value for DisableCitaviAccount needs to be changed from "true" to "false".

7) Warning: "Can't connect securely to this page" / "This program cannot display the webpage"

Instead of the login window, you only see this warning:  

Windows 7 & 8.0 (with IE 10), see screenshot:

This program cannot display the webpage

Most likely causes:

  • You are not connected to the Internet.
  • The website is encountering problems.
  • There might be a typing error in the address.

What you can try:

  • Check your Internet connection. Try visiting another website to make sure you are connected.
  • Retype the address.
  • Go back to the previous page.

Windows 7, 8 & 10 (with IE 11), see screenshot:

Can't connect securely to this page

This might be because the site uses outdated or unsafe TLS security settings. If this keeps happening, try contacting the website's owner.

Your TLS security settings aren't set to the defaults, which could also be causing this error.

Cause

Your Internet options do not allow the connection.

Solution

  1. In Windows click Search.
  2. Enter Internet Options.
  3. Click Advanced.
  4. Click Use TLS 1.2, see screenshot
  5. Click OK
8) Warning: "The webpage cannot be found - HTTP 400"

Instead of the login window, you only see this warning, see screenshot:

The webpage cannot be found - HTTP 400

Most likely causes:

  • There might be a typing error in the address.
  • If you clicked on a link, it may be out of date.

What you can try:

  • Retype the address.
  • Go back to the previous page.
  • Go to and look for the information you want.

Cause

The browser cache in Internet Explorer is preventing Citavi from loading the login page correctly.

Solution

  1. In Windows click Search.
  2. Enter Internet Options.
  3. Click the General tab.
  4. In the Browsing history section, click Delete.
  5. Enable the checkboxes for at least one of the following:
    • Temporary Internet files and website files
    • Cookies and website data
    • History
  6. Click Delete.
  7. Click OK
9) Warning: "An error has occurred. Refreshing page." / Citavi Beta: After logging in, only an account window with your license data is shown

Instead of the login window above, you only see this warning, see screenshot:

An error has occurred.

Refreshing page...

The Citavi team will be informed automatically.

[ ] Send information about this error.

If you close the error message, you can log in, and you will see an account window with your license information. However, you're still not logged in: instead of seeing your initials or a photo, you still see the person icon in the upper right, see screenshot.

Cause

You're using Citavi Beta 6.3.15, which is no longer supported.

Solution

Please install the update to the current version of Citavi 6.4 (Download). 

10) Warning: "A connection to the Citavi Cloud could not be established. The project could not be opened." / After logging in, only an account window with your license data is shown

After clicking "My University" and logging in with your Citavi Account login name and password, you will see an account window with your license information. However, you're still not logged in: instead of seeing your initials or a photo, you still see the person icon in the upper right, see screenshot:

When you then try to open a Citavi cloud project, you receive the following error message:

A connection to the Citavi Cloud could not be established. The project could not be opened.

Cause

You tried to use the "My University" option to log in, but you used your personal Citavi Account login name and password instead of your university login name and password (Shibboleth). In the current Citavi version, this causes an error to occur.

Solution

  1. On the Welcome Screen, click the person icon in the upper right.
  2. Enter your Citavi Account login name and password. Please do not select the "My University" option on the login screen.

We recommend that Windows 7 users check for and install all outstanding updates.

*) Account login is necessary for saving projects in the cloud. In addition, you need a license if you want to work with more than 100 references in a project. Citavi retrieves this license from your account.

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