A recent issue in GuideConnect required users to reauthorise their email accounts due to email providers making a number of security improvements. This article will guide you through the process of authorising your email accounts in GuideConnect.
To sign into your emails through GuideConnect all you should need is your email address and your password. If you do not know your password then you will need to reset your password with your email provider. If someone else setup your email for you and they have the password please contact them to help with signing in.
It should also be noted that some versions of GuideConnect have an old authentication method that no longer works. This means some email issues may only be resolved by updating to the latest version. For example, gmail and Microsoft accounts will require GuideConnect version 1.24 or later. However, it is best practice to keep your software as up to date as possible.
Please follow the steps below to sign into your emails:
- In the main menu select the first option, Emails.
- When asked "Do you want to setup your email account now?" select Yes.
- Type in your email address and press ENTER or the OK button on-screen.
- Type in your name and press ENTER or the OK button on-screen.
- Next you will be asked to type in your username. Select OK.
- Your username will be the same as your email address unless told otherwise by your email provider. So again, type in your email address and press ENTER or the OK button on-screen.
- Type in your password and press ENTER or the OK button on-screen.
- GuideConnect will then try to connect you to the email provider's server. Select OK
- You may then be prompted that GuideConnect will send you to a web page to authorise your email. Select OK.
- From here you will be presented with a webpage that will require you to enter your password again. The layout and steps you must take may change based on your email provider. Below is an example of the authorisation page for Hotmail and Outlook account.
- Enter your password when prompted. When the webpage has loaded your cursor should already be on edit area to add your password however, if you are unsure you can arrow down until you hear "Edit area: Select to enter text". Once you hear this you can press ENTER and then type in your password.
- Once your password has been typed you can press ENTER.
From here you should receive the message that your emails have been successfully connected and you will be redirected to the emails module in GuideConnect.
If your email account is already setup on GuideConnect you may need to rerun the sign in process. This fixes issues like authentication errors, authorisation changes or missing emails and folders. To rerun the sign in process please follow the steps below:
- In the main menu select the thirteenth option, Settings.
- Navigate down and find Emails and then select this option.
- Select the final option in this menu, Account Manager.
- When your email address is read out and highlighted press F2 to open the actions menu and select Rerun Wizard.
- When asked "would you like to continue?" select Yes.
From here you can follow the steps above starting with step 3.
If there has been an error then please try the steps above again, often the issue is the password has been typed incorrectly. If an error continues then you can get in touch with Dolphin to help sort the issue.
Once the issue is resolved it is important for users to maintain their emails to the best of their ability. This means that if a password was not previously known then a note should be made as to not forget it in the future.
Recovery accounts should also be maintained by the user. Recovery accounts are sometimes requested by your email provider to keep your account secure. It is important to know when setting up your emails you may be asked for a recovery email. If so a note should be made of the email address and password so it can be referenced in the future.
If you are still experiencing issues with setting up your emails or re-running the sign in process you can book a callback request with a member of the Support staff here: Callback Request Form