This article describes issues that might arise when a user tries to log in to Higher Logic Thrive Marketing Professional (Thrive Marketing Professional).

It explores some of the more common reasons for log-in issues and provides suggested solutions.

NOTE: If you encounter log-in issues that are not documented in this article, create a case with Higher Logic Support.

Log-in issues

If your issue is that:

• the log-in fields unexpectedly clear after users have specified their log-in credentials or
• users are unable to proceed after they've specified their log-in credentials...

...the likely culprit is either:

• a browser extension (such as a password-manager extension) or
• a browser setting (such as an ad-blocking tool).

Browser extensions

There are countless browser extensions. However, Keeper Security's password-manager browser extension (https://www.keepersecurity.com/) has been known to cause login issues in Thrive Marketing Professional — which could be due to its popularity.

NOTE: Older versions of the extension and/or other non-Keeper Security settings can conflict with the log-in process.

Suggested actions

Listed below are a few suggestions that have proven successful in circumventing the log-in issues that are caused by the Keeper password-manager extension.

NOTE: Higher Logic shares these suggestions as a courtesy, but reminds all users that you should never circumvent or ignore any security measures and/or settings that have been expressly established by your organization.

• Disable the extension - The most effective solution is to simply disable the Keeper extension, and then open a new Thrive Marketing Professional log-in page and attempt to manually sign in.
• Use the latest version - If you prefer to continue to use the Keeper extension, make sure that it is at the latest version.
  • Older versions, such as those before 17.7.2, are known to cause conflicts.
• Disable auto-fill - You can disable Keeper's auto-fill option specifically for Thrive Marketing Professional and manually enter your log-in credentials.
  • This does not affect the auto-fill feature for other sites.

Browser settings

Browser settings and browser-based tools and features (e.g., privacy-protection and ad-blocking tools) can also disrupt the log-in process. Some of the possible culprits are:

• tools that block cookies and
• tools that block scripts.

Suggested actions

Listed below are a few suggestions that you can try in order to correct the log-in issues that you're having.

NOTE: Higher Logic shares these suggestions as a courtesy, but reminds all users that you should never circumvent or ignore any security measures and/or settings that have been expressly established by your organization.

• Use a supported browser for the best and most reliable Thrive Marketing Professional experience.
• Enable third-party cookies; these are required by Thrive Marketing Professional.
• Clear your browser's cache and cookies to remove any conflicting data.

Learn more about these topics and Higher Logic's recommendations in Supported Browsers & Website Cookies.

Preventive measures

Listed below are a few things that you can do to decrease the likelihood of issues when you sign in to your Thrive Marketing Professional account.

• Regularly update your browser extensions to ensure continued compatibility with Thrive Marketing Professional.
• Review and, if necessary, configure your privacy settings and ad-blocking tool settings such that they do not interfere with Thrive Marketing Professional functioning properly.
• When prompted, accept browser updates to keep your browser up-to-date in order to avoid compatibility issues.

You can resolve most of the known browser-based, Thrive Marketing Professional log-in issues by applying the recommendations that are documented above.

NOTE: If log-in problems persist, create a case with Higher Logic Support.