William & Mary

Connect Client Troubleshooting Steps


Are you encountering problems with Mitel's Connect Client? We are here to help!

Full Description

After a recent upgrade of the campus phone system, ShoreTel's Communicator (the phone system's computer integration software) has been replaced by Mitel's Connect Client

Unfortunately, the transition has been a bumpy one. We apologize for the inconvenience the transition is causing. Rest assured, IT is working non-stop to fix the issues and help get you started on Mitel's Connect Client.  


Here is a list of issues you may encounter and what to do about them...  

My computer shows ShoreTel Communicator - not Mitel Connect Client.

Is your PC on the College's leasing program (the computers that get swapped out every 4 years)?  Reboot your computer.  Communicator should disappear and Mitel Connect should appear on your desktop.

Even though you may receive a security error,  the connection remains encrypted.

If you are on a Mac or any other PC (not part of the College leasing program), follow the installation guides here: 


I'm getting an error message that says "Your connection to the server is not secure".

Click Proceed Anyway.  This is a temporary certificate error that we are working to resolve.  Don't worry - your connection is encrypted.


I'm being prompted to upgrade Mitel Connect.

Go ahead and run through the steps for the upgrade.  Then login as usual.


Contact the TSC if you get this Mitel error message.I can't log in.  

Email the Technology Support Center at [[support]].  There is a quick back-end server change that needs to be made.  They will submit a ticket to get this process started.

I logged into Mitel successfully yesterday, but it's not working today.
  1. Quit and close out of Mitel Connect. 
  2. Reopen Mitel Connect.
  3. Sign back in.  
  4. You will hit the error message saying "Your connection to the server is not secure".  Click Proceed Anyway.

If you still can't access Mitel Connect Client, email the Technology Support Center at [[support]]. 



Questions? Contact the Technology Support Center (TSC)
757-221-4357 (HELP) | [[support]] | Jones 201, Monday - Friday, 8:00 am - 5:00 pm