Eligibility

Dolphin provides technical support for customers who purchased their Dolphin product directly from Dolphin in the UK, USA, Sweden or Norway.  Customers who purchased from a Dolphin dealer should contact their dealer for support.


Dolphin Products we Support

  • EasyConverter
  • EasyReader
  • Guide
  • Publisher
  • ScreenReader
  • SuperNova 

Guide Support

Guide comes with free technical support that covers the following:

  • Assistance with all technical issues with Guide software
  • Help with the use of features that are not outlined in Guide's documentation
  • Support in configuring an email account within Guide's Email Settings menu
  • Removal of any third party anti-virus software conflicting with Guide and replacement with compatible anti-virus software.

 

Technical support for Guide does not extend to the following - please contact the appropriate vendor or service provider about:

  • Internet connection problems
  • General PC issues or issues with 3rd party applications
  • Routine PC maintenance such as Windows Updates
  • Creation and administration of third party accounts such as Gmail, Twitter or Facebook.*
  • Creation and administration of Skype accounts*
  • Installation of 3rd party hardware including printers and scanners not purchased from Dolphin
  • Assistance in finding information online, for example podcast addresses, RSS feed addresses, etc.

*The Guide web browser provides users with the capability of creating and administering such accounts independently.


Support for Publisher

Support requests specifically for Publisher should be made by emailing our dedicated Publisher support team.


Support for SuperNova in Citrix & Terminal Server Environments

Dolphin can only offer product support for installations in Citrix & Terminal Server environments where a "Citrix & Terminal Server Support Pack" has been purchased from Dolphin. For help or information please call 01905 754 577.


Malware & Viruses

For assistance with the removal of malware and viruses your PC would have to be returned to Dolphin. This is discretionary and chargeable service.


Support for 3rd Party Products

Dolphin resells a number of items of third party hardware including Dell desktop computers and laptop, and Index Embossers:

Dell Computers - Hardware

Dell computers sold by Dolphin will come with a Dell warranty. This warranty covers faults with the computer hardware during the period of the warranty. If you experience a hardware issue with your Dell computer during the period of warranty, please contact Dolphin Technical support on 01905 754765 to discuss a possible return to base repair under warranty. For computers that are no longer under warranty, we would recommend contacting Dell directly to discuss the repair options available to you. Dell Technical Support can be reached on 0844 338 1000.

Dell Computers - Other Software

Dell computers sold by Dolphin may come with a collection of preinstalled 3rd party software. Dolphin does not provide support for these products and customers are advised to contact the vendors of such applications for technical support. Examples of 3rd party software include Windows Live Mail and Power DVD.

Dell Computers - Operating System

Dolphin may be able to offer basic advice for issues with the Windows operating system on your Dell PC, but we may need to refer you to speak with a Microsoft Technical Support Advisor. Generally we recommend speaking with the Microsoft Accessibility Team who are trained in the use of assistive technology - they can be reached on 0800 026 0584. We would also advise customers to call this number if they are experiencing issues with any other Microsoft product, for example Microsoft Outlook or Microsoft Word.

Printers and Scanners

Support for printers and scanners sold by Dolphin will be provided for the first 6 months of ownership, after which time Dolphin will refer customers to the hardware manufacturer for support.

Index Embossers

Please contact support for questions relating to your Index products that were purchased from Dolphin.  If a hardware issue is identified, the repair under warranty will be undertaken by the UK Master Distributor.


If you have questions about general accessibility issues:

You might like to try: