“Your user information could not be retrieved from Prophet. Please confirm your server URL is correct.”
Posted by Shelly McNaught, Last modified by Shelly McNaught on 26 January 2020 04:45 PM
When opening Outlook, or after selecting one of the Prophet folders, you might get an error “Your user information could not be retrieved from Prophet. Please confirm your server URL is correct”.
This can happen if your company's Prophet server is not working, or if its configuration has been changed.
Of if there's a problem with your Internet connection.
Or if there was an error during Prophet's installation.
You will need to know your Prophet "On Premise server" address.
You can get it from your IT.
Or another Prophet user can select one of the Prophet folders, click Prophet's Tools button to open Prophet Administrator.
Select the "On Premise server" address.
Download "Reset First-Time.reg" and run it.
Click Yes and OK to the prompts.
Enter your Username and Prophet password.
Click choice for "On Premise server" and enter the URL, like https://YourCompanysServer.com/prophet/prophetwebservices/
Depending on your version of Prophet, these steps might be different.
Click "Other Folders"
If the window doesn't close, click "Show Public Folders". Click Yes and then click OK.
If you have any trouble going through the steps or would like help, please call Avidian Prophet Technical Support at 800-399-8980 x2. Or you can email Support@Avidian.com aka Support@Avidian.Helpserve.com. Or you can create a Support ticket here. You don't need to login, you can just click Next.