EMS New Mobile App Setup and Troubleshooting Guide
Understand how to install, activate and troubleshoot your new EMS mobile app.
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- Confirm users have downloaded the latest version of the app. The version can be viewed in the app under the side menu from the home screen (currently for iOS version, coming soon to Android devices). Additionally, checking the Android or iOS app stores will show you any updates available for your mobile app. The best practice is to check your app store provider for updates or enable automatic updates.
- For Android users, the version of the app will be displayed by enabling a long-press on the app tile on your home screen and select ‘app info.'
2. Confirm user’s device is on a currently supported operating system. On iOS, users can check their OS version under 'Settings → ‘General’ → ’About.’ Android users can find this under ‘Settings’ → ‘About Phone’ → ‘Android Version/Software Information.’
For EMS app version operating system support:
- We officially support Android 10+ and iOS 12+.
- Android 10 was released in September of 2019.
- iOS 12 was released in September of 2017.
Prior versions may work but are not officially supported.
3. For Android users, ensure you have not enabled ‘Pause App Activity’ under general app settings.
4. Notification setup best-practice and initial configuration:
- Confirm notifications have been correctly configured for locations – within the app’s Settings, users can select ‘Site Notifications’ and enable notifications for whatever schools they serve. For those using Apple/smart watches, ensure your notifications are configured to your preferences between devices.
Note: some smartwatches do not support critical alerts. The best practice is to push all notifications and critical alerts through your mobile device instead of smartwatch. This option is typically managed in your mobile notification settings page.
iPhone/Apple Watch configuration document: https://support.apple.com/en-us/HT204791
Test your notifications from within the settings menu in our mobile app. You can view the current notification settings (enabled or not) and send a non-critical alert to your phone as a test. Ensure notifications are allowed for the EMS App in your phone settings. Phone settings can be accessed from within your phone settings or accessed under ‘Open Settings’ from the mobile app’s settings page.
For iOS users, critical alerts enable a user to receive alarm notifications similarly to how they receive severe weather and government alerts. This can also be turned on within settings.
Note: the mobile app should always be tested at scale in school drills to ensure critical alerts are configured correctly and to build familiarity with the platform.
If after initial setup you are not receiving notifications, close out of the app and reload it to ensure settings have been applied by your phone’s operating system. Ensure your phone’s sound is turned up for notifications.
If experiencing connectivity issues:
- Contact your district IT to confirm that your site has whitelisted Navigate360 required URL’s – Below are the URLs that will need to be allowed access
2. Confirm your phone is connected to Wi-Fi. To ensure EMS App fidelity, EMS App users should always be accessing the App via Wi-Fi access points and not cellular data – most phones will display current Wi-Fi connectivity on the home screen of the device (top bar) or under Wi-Fi settings in the device settings.
Note: cellular data can be used as a backup in cases where Wi-Fi is unavailable (evacuations, power outages, etc.). It is key to note, however, that cellular coverage will vary depending on provider, plan, and location.
Android Users: ensure ‘Cellular Data’ is enabled for the app under ‘App Info’ (see screenshot 1).
IOS Users: ensure ‘Cellular Data’ and ‘Background App Refresh’ are enabled in your phone settings for the app (under settings – see screenshot 2).