Problems Logging in to Clio or Staying Logged in to Clio

Please note - if you are using two-factor to provide an additional layer of security for your Clio account, you will be logged out on a daily basis as part of the two-factor process.

There are two things that typically produce this issue: cookies and SSL certificates. Cookie problems will tend to log you out every once in a while, whereas SSL problems will either prevent you from logging in, or log you out with almost every click in Clio.

Cookies

Cookies can be thought of as an ID badge that lets Clio recognize your computer. If you don't use the "remember me" checkbox when you log in, a Clio cookie will last 24 hours or until you log out. Logging out from Clio effectively destroys that cookie, so you will be asked to log in again when you return to Clio.

Depending on your security settings, this cookie can also be deleted by your browser or internet security software (anti-virus, firewall, or anti-spyware). In order to prevent this from happening, you must either disable the software that is deleting the Clio cookie or add Clio (clio.com) to a whitelist of trusted sites.

The process for adding clio.com to a whitelist varies by browser; instructions for the most popular can be found by following these links:

- Internet Explorer http://windows.microsoft.com/en-CA/windows7/How-to-manage-cookies-in-Internet-Explorer-9# 
- Chrome http://www.google.com/support/chrome/bin/answer.py?answer=95647
- Firefox http://support.mozilla.com/en-US/kb/Cookies
- Safari http://support.apple.com/kb/PH5042

Unfortunately, due to the wide range of available internet security tools we are unable to provide specific guidance in configuring those programs. In general, you'll be looking for a setting that lets you either disable any cookie protection, or add Clio to a whitelist of trusted sites.

SSL Errors

We've noticed that many new Windows computers don't have the date set properly despite having Internet Time Synchronization enabled. If you're having problems logging in or staying logged in, please check the date and time - you may find that the date is set to one day in advance. This causes an issue with the SSL exchange between Clio and your computer.

Fixing the Time and Date

First, right-click on the clock on your Windows taskbar and choose "Adjust date/time" as shown in the screenshot below.

Time1.png

Next, click on the "Internet Time" tab and on the "Change Settings" button as shown below. 

Time2.png

Choose a different time server - I recommend time.nist.gov (as shown below) as NIST's atomic clocks are particularly accurate. Finally, click on the "Update Now" button to set the correct date and time (if you get an error message, try pressing Update once more). 

Time3.png

Now exit your browser and start it up again - head to https://app.clio.com and attempt to log in. That's it! 

Wait - I'm still getting logged out.

The solutions above resolve almost all of the login problems we encounter, but if you are still running into problems (or if you just have a question about this), please contact us at support@clio.com or 888-858-2546.