Question 1

What to do when you experience “error encountered” in the reports download queue when downloading via the Community™ website?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/qtok6Q9QjR/web%20-%20error%20encountered%20-%20highlight%20error-%20cropped.png (web - error encountered - highlight error- cropped)

Using a stable internet connection, kindly access the Community™ website via our recommended browser (Google Chrome) then go to the settings to clear the cache and ensure that the necessary cookies are accepted. Next, try to log-in.

Once you’ve logged in, kindly go to the reports download queue and delete the report with the status “error encountered”.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/KqkWs1PaOS/web%20-%20error%20encountered%20-%20reports%20download%20tab.png (web - error encountered - reports download tab)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/fmjfc0Xkb7/web%20-%20error%20encountered%20-%20cropped.png (web - error encountered - cropped (1).png)

Afterwards, re-download a new copy. Click this link if you need further instructions on how to download the report from our website.

In case the issue persists, kindly reach out to us at softwaresupport@birchesgroup.com and send a screenshot of the error you are encountering.

Question 2

How to install Indigo™ if you are using a Mac OS?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/Wnjh1ucgwf/mac%20os%20pexels-karolina-grabowska-4959937.jpg (mac os pexels-karolina-grabowska-4959937)

Photo by Karolina Kaboompics: https://www.pexels.com/photo/person-in-black-long-sleeve-shirt-using-a-macbook-4959937/

If you’re using a Mac OS, please note that the Indigo™ application requires a Windows operating system. It is possible to run Indigo on a Mac computer by using one of these options:

Apple’s Bootcamp where your Mac’s drive will be partitioned into two (dual-boot). You would need to install Windows on this partition.
Install a virtual machine app like VMware Fusion or Parallels Desktop. This will run a Windows OS within your MacOS.
In both options, you would then install Indigo™ on the Windows OS.

Please check with your IT team in case there may be firewall restrictions when installing the app. Also, feel free to reach out to softwaresupport@birchesgroup.com and send a screenshot if you are still encountering any errors.

Question 3

Où puis-je accéder aux résultats de l'enquête?

Accepted Answer

Pour les abonnés au rapport, vous pouvez obtenir les résultats de l'enquête en vous connectant sur le site web du Birches Group Community™. (Cliquez sur ce lien si vous avez besoin d'instructions supplémentaires sur la manière de télécharger les rapports à partir de notre site web).

Pour les abonnés Indigo™, vous pouvez accéder aux résultats de l'enquête en vous connectant au portail Indigo. (Cliquez sur ce lien si vous avez besoin d'instructions supplémentaires sur la manière d'accéder aux rapports à partir d'Indigo). Vous pouvez également télécharger les rapports d'enquête via le site Community™, comme décrit dans le lien précédent.

Question 4

Que faire lorsque le système ne parvient pas à détecter votre adresse e-mail en tant qu'utilisateur externe lors de la connexion à l'application Indigo™ ?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/441yprd4dn/pick%20account%20error.PNG (pick account error.PNG)

Assurez-vous que vous utilisez la dernière version de l'application Indigo™. Avec une connexion internet stable, essayez gentiment de passer de "production à "staging" puis assurez-vous de le remettre à "production" avant de procéder à la connexion comme indiqué ci-dessous.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/fs1ibGdSoh/staging.PNG (staging.PNG)

Si le problème persiste, veuillez nous contacter à l'adresse softwaresupport@birchesgroup.com et nous envoyer une capture d'écran de l'erreur que vous rencontrez.

Question 5

What to do when “open a portfolio” does not show up in the Indigo™ app?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/3bZmzlAnNN/indigo%20no%20portfolio%20-%20small.png (indigo no portfolio - small)

Open your Indigo application using a stable internet connection. Then, click on "Sign Out, Exit" to restart the login process. Once done, try to log-in again but before clicking on the "Sign-in" button in the login form, please make sure "online" is selected on the dropdown.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/lZp0nYsldj/indigo%20online%20-%20small.png (indigo online - small (2).png)

If this does not work, please reinstall Indigo from the Microsoft Store, as it can be a local machine configuration issue that can be reset upon reinstallation. In case the issue persists, kindly reach out to us at softwaresupport@birchesgroup.com and send a screenshot of the error you are encountering.

Question 6

What to do when you encounter the “404 Page not Found” error in the Community™ website?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/Ye6NjF5yPZ/404%20error.PNG (404 error.PNG)

Using a stable internet connection, kindly access the Community™ website via our recommended browser (Google Chrome) then go to the settings to clear the cache and ensure that the necessary cookies are accepted. Once done, try to log-in and re-download the reports. Click this link if you need further instructions on how to download the report from our website.

In case the issue persists, kindly reach out to us at softwaresupport@birchesgroup.com and send a screenshot of the error you are encountering.

Question 7

What to do when the system fails to detect your email address as an external user when trying to log-in the Indigo™ app?

Accepted Answer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/441yprd4dn/pick%20account%20error.PNG (pick account error.PNG)

Ensure that you are using the latest version of the Indigo™ app. With a stable internet connection, kindly try to switch from “production to “staging” then ensure to put it back to “production” before proceeding to log-in as shown below.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/8m4wIdW0Fk/resources/fs1ibGdSoh/staging.PNG (staging.PNG)

In case the issue persists, kindly reach out to us at softwaresupport@birchesgroup.comand send a screenshot of the error you are encountering.

Question 8

How do I reset my password?

Accepted Answer

The video will show you the step by step process in resetting your password.

NOTE: Your new password will not be registered in our system. Hence, we will not be able to send you a password reminder in case you would need it. You may simply reset your password again if you have forgotten the previous one.

Still need help? Contact us.