A web component called Webview2 that is used in the latest versions of GuideConnect is not supported on older versions of Windows 10 (build 1809 and earlier)
If you encounter the issue described you will either need to install the latest free updates to Windows 10, or if this is not possible you will need to install an older version of GuideConnect 1.21 or earlier.
Older versions of GuideConnect are available from https://yourdolphin.com/en-gb/support/legacy-demos