Citavi Support Information for the Citavi Support Team

Background

Are you having a problem with Citavi? With the support information, you collect details about your installation. This helps find the cause faster.

When does support information help?
Support information helps narrow down a problem, for example with the Word Add-In, license messages, or after an installation or update. Send it along as soon as you report the problem.

 

Step by Step Instructions:

If you can open a Citavi project

1. Close Word in case Word is open. 
2. Open a Citavi project.
3. Click on "Send support information" in Citavi's "Help" menu. 
4. Click on "Copy to clipboard".
5. Paste the content of the clipboard into your message to support.

If you cannot open a Citavi project

1. Close Word in case Word is open. 
2. Start Citavi.
3. On the Welcome screen, click on the icon with the three horizontal dots in the upper right-hand corner. 
4. Click "Send support information". 
5. Click on "Copy to clipboard".
6. Paste the content of the clipboard into your message to support. [Add channel: chat, form, or email]

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