Troubleshooting

Portal Questions

How do I reset my username or password?

• Answer: Your Organization Administrator can reset the username and password.

 

Why can't I reach the portal?

• Answer: Check with your network administrator to ensure the firewall is not blocking https://anywhere.e911cloud.com.

 

I'm locked out of the portal. What do I do?

• Answer: Your Organization Administrator can reset the username and password.

 

Why can't I validate my address?

• Answer: Confirm your city, state, and ZIP code. Also, be sure to check for any typos or variations in the address. If the issue persists, please contact RedSky support.

 

How do I add an IP Range for network discovery?

• Answer: You can add network discovery elements under the Configuration and Network Discovery tab of the portal. Refer to the Network Discovery section in EON User Guide for further questions.

 

How do I find my BSSID for network discovery?

• Answer: In your command line, enter the command “netsh wlan show interfaces”. This command will give you the BSSID you are connected to.

 

Why isn't My HELD-enabled device getting a location?

• Answer: Confirm network discovery is configured and that you are on the corporate network.

Call Routing

Why are calls being routed to the wrong PSAP?

• Answer: Check the call history within the portal for the call. Confirm your location and number are correct. Contact RedSky Support if the issue persists.

 

Why are calls getting a fast busy?

• Answer: Confirm your SIP trunk to RedSky is correctly configured and working properly

 

Why was my call routed to the National Relay Center?

• Answer: Confirm the device has a verified location provisioned within the portal and 10-digit DID with the call. This information can also be verified within the Call History section, which lists the reason for the relay center routing.

MyE911

MyE911 user did not receive a verification email. What do I do?

• Answer: Check the spam/junk folder. Confirm with an administrator that the user was set up. Please reach out to RedSky support if the issue persists.

 

MyE911 client repeatedly asks for a location. How do I fix it?

• Answer: Confirm that you are connected to the network via a wired connection. Verify within the client that the “Use LLDP enabled” selection is checked to save any wired connections.

 

Why can’t I add my address with MyE911?

• Answer: Confirm your city, state, and ZIP code. Also, check for any typos or variations in the address. If the issue persists, please contact RedSky support.

Alerting

Why didn't I receive an alert email/SMS?

• Answer: Check your spam/junk folder. Confirm that the alert is configured for the building the call was placed from, and check for typos in the alert address.

 

Can I change the way the alert looks?

• Answer: In the Alerts section, there is a box for “Add Template” to make your own alert template. Refer to the Alerts section in EON User Guide for further questions.

 

EON Client can’t connect. What do I do?

• Answer: Check with your network administrator to ensure the firewall is not blocking https://anywhere.e911cloud.com. Also, ensure the EON user has been created in the portal.