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MyE911 Software FAQ

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27.0 - Updated on 05-01-2023 by Penny Hockenberry (pqb4)

26.0 - Updated on 12-01-2022 by Kim D (kad959)

25.0 - Updated on 11-10-2022 by Patty Rees (plr14)

Article Intended For

Cisco Jabber softphone users using MyE911 emergency response application.  The current software version available in BigFix and software.psu.edu is version 4.12!

Introduction

This article is to track reported issues with the MyE911 software during installation and operation.  

Question

Windows - MyE911 notification "Network Discovery in progress, please wait"

MyE911 Network Discovery window

Answer

Please note that all functionality exists and there is no reason for the user to wait.  (This is a cosmetic error message that can be ignored until the vendor provides and update that corrects this issue.)

RedSky (vendor) response: This is a known bug in version 4.11 and 4.12 software.  Installing 4.10 software is not an option due to log4j vulnerabilities that were remediated in version 4.11.  Targeting August 2022 4.13 version release to address this bug.

If you get this during the initial setup, Open a browser window and go directly to the website to setup your address information: https://mye911.anywhere.e911cloud.com/

 

Question

If I elect to run Cisco Jabber on my cellular device, do I need to also install the MyE911 software on my cellular device?

Answer

No, devices setup with cellular plans will automatically route 911 calls via the cellular network and therefore the MyE911 software is not required for cellular devices.

However, tablets without cellular plans will require the MyE911 software to use Cisco Jabber.

Question

I get an error when I enter my address in the "Address" field, even though I am using the example format.  What do I do?

Answer

Please use the "Alternate" address field and enter your address in the corresponding boxes.  (Then if you still get an error, please report the issue.)

Question

The user guide on the MyE911 user portal https://mye911.anywhere.e911cloud.com/, is for version 4.8.  The software that is on the Penn State software download site is version 4.12.

Answer

RedSky Support ticket response: 1085283120

"The most up to date user guides can be found in the portal. There is not a user guide for MyE911 4.12 as the UI and user experience of MyE911 has not changed since version 4.8."

Question

The service tray icon is showing an abbreviated menu of "Settings, About and Exit"  The "Open and Snooze" options are not shown.

Truncated menu

 

 

 

Answer

RedSky Support ticket response: 1085294504
 
This is due to a networking issue in Penn State's environment.  
 
Currently being troubleshot on Service Now ticket:
https://pennstate.service-now.com/nav_to.do?uri=sc_req_item.do?sys_id=555cc49987791dd0d7bf7485dabb35c6

Question

The MyE911 prompts me to to update location when I am on Penn State Wifi and moving from floor to floor in the same building, but my IP address has NOT changed.

Answer

This is the MyE911 software functioning as designed.

MyE911 will run "netsh wlan show interfaces" to obtain the BSSID of a router/AP the machine is connected to and then it will communicate to E911 Anywhere to verify if the BSSID is already defined and auto set the location or ask the user to set a location if the BSSID has not been mapped in the UI or been connected to in the past for the user.
If the BSSID (unique MAC address of the radio antenna in the Access Point) changes while a user is moving within a building, then the user will be prompted to set/verify their location.

 

 

Revised by Penny Hockenberry (pqb4)
Last modified 05-01-2023 09:15:36 AM