Knowledgebase:
“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 09 March 2020 11:29 AM

Problem

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”.

Cause

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.

Requirements

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.

Solution

Download "Reset First-Time.reg" and run it.

Click Yes and OK to the prompts.

Restart Outlook.

Click Next.

Enter your Username and Prophet password.

Click choice for "On Premise server" and enter the URL, like https://YourCompanysServer.com/prophet/prophetwebservices/

Click Next.

Depending on your version of Prophet, these steps might be different.

Click "Other Folders"

Click OK.

If the window doesn't close, click "Show Public Folders".  Click Yes and then click OK.

Click Finish.

Support

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.



Attachments 
 
 Reset First-Time.reg (0.32 KB)
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