Troubleshooting common issues with the RedSky MyE911 app for Windows

Description

In order for MyE911 to quickly and accurately communicate your precise location to first responders in the event of an emergency, you must install the app to your device, be logged in, and have an accurate location set. There are several common issues that users experience when using the RedSky MyE911 app. This article helps you troubleshoot those easily-resolvable issues.

RedSky MyE911 is essential for Jabber users.  If you use Microsoft Teams softphone exclusively and do not use Jabber, there is no need for the RedSky MyE911 app.  Please follow the instructions on the Emergency 911 Calls in Microsoft Teams page to ensure you have the correct settings for location emergency location sharing within Microsoft Teams.

Environment

PC, Mac

Table of Contents

Solutions

Confirming the host field

RedSky MyE911 is aware of a recurring issue where the Host field disappears, even after users have set it. If your MyE911 app is sending messages that it cannot find you (screenshot below), the first thing you should do is confirm that your Host field is populated.

Error message from MyE911 that indicates a missing Host field:

Screenshot of the error image from MyE911 that indicates a missing host field

To repopulate the Host field:

  1. In the lower right corner of your screen, in your start bar, select the  up arrow to open the System Tray Screenshot of a Windows computer screen with the system tray icon highlighted with a red circle

  2. Right-click on the red "MY" circleto display the options for MyE911Screenshot of a Windows computer screen with the system tray displayed, with the MyE911 icon highlighted with a red circle

  3. Select  Settings Screenshot of a Windows computer screen with the system tray displayed, with the MyE911 Settings option highlighted with a red circle

  4. A Settings box should appear on your screen. Ensure the Hostfield is populated with:  https://anywhere.e911cloud.com Screenshot of the MyE911 Settings popup box, with the Host field highlighted with a red circle

  5. Select  SaveScreenshot of the MyE911 Settings popup box, with the Save button highlighted with a red circle

Not receiving an email from MyE911 with a verification code

During the installation process for MyE911 , you will be prompted with a Device Registration pop-up box that requires a valid email address. If after supplying your email address and selecting  Send, you never receive an automated email from RedSky MyE911 with a verification code, this indicates you are not registered with Ohio University's RedSky account. 

To register with RedSky, submit a Softphone ticket via the Technology Help Center. The IT Service Desk will ensure that you have Softphone access, enroll you in RedSky, and be in touch with the next steps.

Using MyE911 with the Virtual Desktop Infrastructure (VDI)

RedSkyMyE911 is aware of a recurring issue that results in degraded service if using the app while on the Virtual Desktop Infrastructure (VDI) . MyE911 will not currently work when VDI users are utilizing more than one know session. The vendor is aware of this issue.

Managing your saved locations

You can view all previously saved locations available to you via the Manage Location MyE911 webpage.

  1. In the lower right corner of your screen, in your start bar, select the  up arrow to open the System Tray Screenshot of a Windows computer screen with the system tray icon highlighted with a red circle

  2. Right-click on the red "MY" circleto display the options for MyE911Screenshot of a Windows computer screen with the system tray displayed, with the MyE911 icon highlighted with a red circle

  3. Select  Open Screenshot of a Windows computer screen with the system tray displayed, with the MyE911 Open option highlighted with a red circle

  4. A new myE911.anywhere.e911cloud.com webpage should automatically open in your web browser. In the left menu, select  Manage Locations Screenshot of the MyE911 web page, with the Manage Locations option highlighted with a red circle

  5. Your previously saved locations will appear. From this page, you can set your current location, or edit and delete previously saved locations. 

    • To  Edit a location:

      1. Select the  Edit this location button next to the address you would like to editScreenshot of the MyE911 web page, with the Edit button highlighted with a red circle

      2. Make appropriate edits by editing the fields. Select  Save Screenshot of the MyE911 web page, with the Save button highlighted with a red circle

    • To  Delete a location:

      1. Select the Trash icon  next to the address you would like to deleteScreenshot of the MyE911 web page, with the Delete button highlighted with a red circle

      2. A pop-up message will appear. Select  Delete Screenshot of the MyE911 web page, with the Delete button highlighted with a red circle

    Mac devices "Can't find location" loop

    Some Mac users are experiencing a recurring issue where MyE911 is repeatedly prompting them for their location, even after they have provided it multiple times. RedSky MyE911 has acknowledged this issue and is working on a fix for the next software update. In the meantime, this can be fixed by submitting your location via the browser version of MyE911:

    1. Navigate to  https://mye911.anywhere.e911cloud.com  in a web browser.

    2. Enter your email address and select  Next

    3. You will receive an automated email from RedSky with a verification code. (The sender of this email is  verification@e911cloud.com.) Copy and paste your verification code into the Security Code box in your web browser and select Submit Screenshot of the MyE911 web browser webpage with the Security Code box and Submit buttons highlighted with red circles

    4. Enter your location

      • If you are on campus , search for your building in the  Let's find you... box Screenshot of the MyE911 web page with the Let's Find You search box highlighted with a red circle

      • If you are off campus , select the  Add Location and Set as Current button. Follow the prompts on the next screen and select  Add and Set as Current Location Screenshot of the MyE911 web page with the Add Location and Set as Current button highlighted with a red circle

    Outcome: You should now be able to troubleshoot common issues and know when to contact the IT Service Desk when using the RedSky MyE911 app.

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