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:
To repopulate the Host field:
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In the lower right corner of your screen, in your start bar, select the up arrow to open the System Tray 
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Right-click on the red "MY" circle to display the options for MyE911
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Select Settings 
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A Settings box should appear on your screen. Ensure the Host field is populated with: https://anywhere.e911cloud.com 
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Select Save
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.
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In the lower right corner of your screen, in your start bar, select the up arrow to open the System Tray
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Right-click on the red "MY" circle to display the options for MyE911
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Select Open 
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A new myE911.anywhere.e911cloud.com webpage should automatically open in your web browser. In the left menu, select Manage Locations 
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Your previously saved locations will appear. From this page, you can set your current location, or edit and delete previously saved locations.
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To Edit a location:
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Select the Edit this location button next to the address you would like to edit
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Make appropriate edits by editing the fields. Select Save 
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To Delete a location:
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Select the Trash icon next to the address you would like to delete
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A pop-up message will appear. Select Delete 
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:
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Navigate to https://mye911.anywhere.e911cloud.com in a web browser.
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Enter your email address and select Next
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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 
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Enter your location
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If you are on campus, search for your building in the Let's find you... box 
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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 
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.
Get help from OIT
Additional resources