Question 1

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 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

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 4

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 5

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 6

How can I retrieve my login credentials?

Accepted Answer

If any of the following cases applies to you:

You have not received login details and instructions,
You have tried to log in but the system says that your email address incorrect, or
You have tried to log in but the system says that you do not have a valid account,

Please send an e-mail to our Client Services Team (clientservices@birchesgroup.com), preferably with a screen capture of the error message. Our team will send you a password reminder e-mail within 24 hours.

Still need help? Contact us.