FAQ

What if I can't log in?

A few things you can check if you are unable to log in are:

  1. Make sure you're using the correct web address. If you are unsure, ask your system administrator.
  2. If you haven't used Helm CONNECT for a while, your account may have been turned off by your system administrator. Please ask them to have your account reactivated and then try to log in.
  3. If you are unable to log in to the vessel, ask your system administrator to check your vessel in Helm CONNECT Fleet to make sure that it is using a version number that starts with 7.1.3. If the version number does not match, they will need to create a new installation file using Helm CONNECT Fleet and provide it to you. Once you receive the new file, uninstall Helm CONNECT and then reinstall it using that file.

    Uninstall from a vessel computer

    1. From the Windows Start menu (Windows 7 or Windows 10) or the Windows Start screen (Windows 8), search for "Add or remove programs."
    2. From the list of programs, right-click Helm CONNECT and select Uninstall/Change.
    3. Follow the steps in the uninstall wizard.

    Install Helm CONNECT

    Before installing Helm CONNECT, make sure you have a copy of the installer and the unique installation key for this particular installation.

    1. Run the installer.
    2. When prompted, enter the installation key and click Apply Key.
    3. Once the installation is complete, click Open Helm CONNECT.
    4. Do one of the following:
      • If the vessel is using shared sign on, then enter the vessel password and click Login.
      • If the vessel is using multi-user sign on, then enter your email and password and click Login.