Why can't I log in to my account?

If you are unable to register an account or can't log in with your account information, please see the following problems and solutions: 

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

1) The system time on your computer differs from the current time ...

If after trying to log in all you see is a spinning circle, please check the system time on your computer. If it differs from the correct time by more five minutes, correct it:

  1. Right-click the time or date in the Windows taskbar.
  2. Select Adjust date/time.
  3. If you see the message "Some settings are managed by your organization" contact the person who set up your computer or your system administrator.
  4. Under Date and time click Change.
  5. Change the time so that it is correct.

Technical background: When you register for a Citavi Account the license server sends a token with a Universal Time time stamp. Your computer then checks if the token is within 5 minutes of your system time. If not, you'll see a spinning circle and be unable to continue logging in to your account.

2) JavaScript is deactivated ...

Enabling Javascript is required to use your Citavi Account. Check whether JavaScript is enabled here.

3) A browser add-on, such as NoScript, is blocking services used by Citavi ...

Are you using NoScript or other add-ons in your browser that block URLs and domains? In this case, please enter the following hostnames into your list of exceptions:

  • citavi.com
  • cloudapi.de
  • windows.net
  • code.jquery.com
  • fonts.gstatic.com
4) Cookies are blocked ...

The Citavi account has to save a cookie as part of the login process. Your current browser settings are preventing this. Please change them as follows:

Chrome

  1. Open the settings menu or enter the following into the address bar: chrome://settings/
  2. Click Advanced at the bottom of the page.
  3. Under Privacy and security click auf Content settings.
  4. Click Cookies.
  5. If the first line reads Blocked, click the switch to its right to Allow sites to save and read cookie data (recommended).

Firefox

  1. Click the 3-bar menu button in the top right corner and select Options.
  2. Under Privacy & Security view History.
  3. In the drop-down menu, select Firefox will Use custom settings for history.
  4. Check the box in front of Accept cookies from websites andalso choose to Accept third-party cookies. More information can be found in the article Disable third-party cookies in Firefox to stop some types of tracking by advertisers.

You may have also made changes to your config settings that block account cookies:

  1. Enter about:config into the address bar.
  2. Press Enter and the click I accept the risk.
  3. Type dom.storage.enabled in the Search field.
  4. Double click the dom.storage.enabled, change its value from false to true.
  5. When you start Firefox again, the changes will be in effect.

Edge

  1. Click the 3-dot icon and choose Settings.
  2. Click Advanced settings.
  3. Under Cookies select Don’t block cookies or Block only third party cookies.

Opera

  1. Press the key combination ALT+P.
  2. Under Cookies choose Allow local data to be set (recommended).

Internet Explorer

  1. Click the cog symbol in the top right corner.
  2. Click Internet options.
  3. Select the Privacy tab.
  4. Under Settings click Advanced.
  5. Choose Accept in both columns.
  6. Check the box in front of Always allow session cookies.

Safari

  1. Click the cog symbol in the top right corner.
  2. Click Settings.
  3. Select the Privacy tab.
  4. Under Block Cookies select the option Never.

If you only want to allow cookies from specific websites, add the following entries into your preferred browser’s corresponding list:

  • citaviweb.citavi.com
  • accounts.google.com (if you want to use your Google account to log in)
  • www.facebook.com (if you want to use your Facebook account to log in)
  • login.live.com (if you want to use your Microsoft account to log in)

This solution will not work if you want to log in via My University and your university's Shibboleth login page.

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