Outage Debrief – October 31 2019

What Happened

On Oct 21st at 11:46 ET our internal monitoring alerted us to a problem.  After investigation, we discovered our real-time communication service that enables us to provide response buttons, device position updates, and chat messages was not responding.  The service was restarted and the problem was fixed by 12:12 ET.

What went Wrong

  • We were investigating and monitoring a memory leak problem.  Our projections told us we had a couple of weeks left before we needed to take action, but we had an unanticipated spike in memory consumption that moved the timeline up.
  • We had to make some manual adjustments to connect to the right server that added a couple of minutes to the outage.

How we’re fixing it

  • We’re making sure to eliminate those manual adjustments we needed to make to connect to the server.
  • Despite logging 40 hours against finding the cause of the memory leak, we are no closer to a fix.  We’ll be setting up a meeting to determine how best proceed to minimize and eventually eliminate the impact of this problem and service.

Outage debrief – September 19 2019

What Happened

On Sept 19th at 12:22 ET we deployed some code to enable us to send a silent notification to all iOS users about the upcoming iOS 13 release. With iOS 13 coming out in a matter of hours, Joe made the decision to push these changes as a ‘Hotfix’ which favors expediency over thoroughness. Our internal monitoring caught it within minutes, it was recognized as an outage and the fix was in production in under an hour.

What went Wrong

We rushed the notification, and it bit us.

  • We had a fix for the iOS 13 problems in beta for weeks ahead of the release, but we failed to release early enough.
  • We did not do enough regression testing around core functionality before releasing a hotfix.
  • We rolled to backup servers first, but did not wait long enough for our monitoring to catch the problem before we rolled to our production servers.

How we’re fixing it

  • I’m going to take a look at our release process to identify why the beta stayed in beta so long.
  • We are evaluating what is worthy of a hotfix and evaluating the steps we take in each hotfix deployment.
  • We’ll ensure we give our backup servers enough time to alert us to problems before we continue with a production release.

 

Outage debrief – August 31 2019

Summary

On August 31 at 16:08 ET our monitoring alerted us that one of the services that enable us to provide response buttons, device position updates, and chat messages was not responding. Multiple attempts to recover the service failed, so we rerouted to a backup, restoring full functionality at 18:12 ET.

What went wrong

  • Our warning monitoring did not detect a problem when it should have.
  • We did not reroute to a backup as fast as we could have.
  • We lacked the ability to reroute quickly for this particular service.

How we’re fixing it

  • We’re updating our warnings to let us fix the problem before it becomes one.
  • We’re attempting to break our test environments to identify what triggered the service to become unstable.

 

Try Family SMS Free for 14 days

Active 911 Family SMS

How it Works

When you tap a Response button, it gets sent over to the family member that you added on the users tab. Then, your family member receives a text message letting them know what your response is to that alert. This way they know where you are!

You can use this feature with our free 14-day trial. After that, it’s just $10 from the date of purchase for an entire year for each family member device.

Go ahead and log in, and we’ll walk you through how to set it up.

For Admins:

Optional: If you want more information to be sent to the family members besides just the response, you can select any of the SMS call fields to include and those will be sent within the text message.

Active911

1. Click on the Family tab.

Active911

2. Then click the Add Device button in the left corner.Active911

3. Select the user’s name that will be connected to the family member’s number. Enter in the phone number. Enter in the relationship, if you choose. Click Save.Active911

4. Once you have added a family SMS device, the Family Tab will add that device to the list and will look like this:Active911

For Users:

1. When you log in to the website and go to the tab with your name on it, it will look like this:

2. You can choose to add family SMS devices by clicking the Add Number button. Your free trial applies to all newly added family members! After the 14 days is up, each device is $10 per year.

 Active911

Get started!

Peace of mind for your family for an entire year for just $10? Yes, please! To participate in the free trial for Family SMS for your agency click here: https://www.active911.com/interface/

Family SMS subscriptions are now available for the agency to purchase!

One of our newest features just got better! We can now accept payments from your department for Family SMS notifications!

You sent great feedback and we have enabled our departments to provide this service to you and your teams! Give your significant other immediate SMS notifications when you are responding to a call. This is the fastest way to notify a loved one without delaying response time.

In order to use this feature, you must have a paid subscription with us or an active trial.

If you are renewing or purchasing a new agency subscription, you can add Family SMS from the same page! The cost is $10.00 per device for a year subscription.

Example of the new payment modal

If your department has paid for both traditional device subscriptions and family sms subscriptions, you can now see how many are being used in the same location on the agency tab.

Lastly, if you need to add more family sms subscriptions to your account, we have you covered! There is a “+ Family Subscriptions” button now on the family tab where you can add family sms subscriptions. To the left of it you can see how many are available and how many are being used. This means too that when you go to add a device to the family tab, you can assign them an agency family sms subscription!

New look in the top right corner of the family tab

If you have any questions about how family sms works or about purchasing family sms subscriptions, please call us at 541-223-7992 or email us at support@active911.com!

Active911 Price Increase

Active911 will be increasing the base price of our services by $1.25 effective January 1st, 2019. Any PO’s or payments made before then will be honored at our current pricing model.

Why:
It has been nearly three years since our last increase. In that time inflation has risen 7%, with an expected increase of 2.5% for the coming year. Tracking inflation allows us to continue adding essential tools and features to the core of Active911 that helps you do your job better, faster, and more effectively. Features like continuous re-paging, overriding silent, non emergency messaging and all the other great ideas in our ideas portal.

Additional Details:
We realize many of you have already locked in your budget for the upcoming year and this increase could cause some difficulties. To help, we have extended our renewal time from 90 days to 120 days, which gives everyone renewing in the first quarter the ability to make a PO or purchase at our current price for the year. For agencies with renewals outside of that time range with a fixed budget for the year, our support team will be able to help you when your renewal time arrives.

New Android Release in the Play Store!

Go to the Google Play Store App on your Android device and search for Active911. You will see version 1.6.5.14 is ready for you to update! Here are the new features that are in it!

New Features

  • Delete chat messages individually.

    When you are on the chat tab, all individuals have the ability to delete their own chat messages. Admins can give any device the capability to delete any messages out of the chat tab by going to the devices tab on the website and checking “Edit Chat.”

Admins need to check the edit chat capability for each device to allow them to delete any chat messages.

  • Map marker view when tapping on a marker to see extended information. 

    Now when you tap on a map marker that has a description associated with it, you will see the name of the marker and the description.

Now you can see all the details of the description for map markers.

  • No longer a default agency when you send an alert from the app. 

    If you are part of multiple agencies, you will now have to select which agency you want to send an alert to.

 

  • Sending an alert to “everyone” requires confirmation.

    This new feature should minimize the number of alerts that are accidentally sent to everyone in your agency, rather than to a specific page group.

  • Non-emergency bug fix.

    Previously, if you selected the “non-emergency” option when creating an alert in the Android app, the alert wouldn’t be delivered to devices. That has been fixed.

  • Active911 logo is visible in notification status bar for Samsung Devices

    On some Samsung devices, the new Active911 icon/color was very difficult to see in the notification status bar. We made some adjustments, and the icon should be visible no matter your device and theme/color options you’ve selected on your device.

If you have questions about any of these new features please contact our support team at support@active911.com or at 541-223-7992.

New iOS Release in the App Store Right Now!

Go to the App store on your iOS device and search for Active911. You will see version 1.5.25 is ready for you to update! Here are the new features that are in it!

New Features

  • Delete chat messages individually. When you are on the chat tab, all individuals have the ability to delete their own chat messages. Admins can give any device the capability to delete any messages out of the chat tab by going to the devices tab on the website.

View of deleting individual chat messages.

 

Admins need to check the edit chat capability for each device to allow them to delete any chat messages.

 

  • Change duty status via 3D touch on the app icon. If you have an iPhone 6s or newer, you now have the ability to set your duty status via 3D touch. Just press down a little bit harder and a menu will show up like in the picture below. This will change your duty status for all the agencies that you are part of.

3D touch option for changing duty status

 

  • Map marker view when tapping on a marker to see extended information. Now when you tap on a map marker that has a description associated with it, you will see the name of the marker and the description.

Now you can see all the details of the description for map markers.

 

  • No longer a default agency when you send an alert from the app. If you are part of multiple agencies, you will now have to select which agency you want to send an alert to.

 

Tap the drop down at the top to select the agency that you want to send an alert to

View after you top the dropdown. Shows the list of agencies that you can send an alert to.

 

 

 

 

 

 

 

 

 

 

 

If you have questions about any of these new features please contact our support team at support@active911.com or at 541-223-7992.

Family SMS notifications are now live!

We have had the family sms program in beta for a few months, and we have finally made the live release today! Starting today, you can login as a user and activate your family’s device for a year versus having to re-activate it each month. Below are are a few frequently asked questions about family SMS.

How does the family notification system work?

When a users device gets an alert, they will need to tap a response. The family member that the user has linked to their account will receive a text message letting them know their response. The only response that won’t send a text message when tapped is “unvl.”

What information gets sent to my family member?

The default information that gets sent has the member’s name and then what response they tapped. If you want more information to be sent, this can be set by one of the admins of the account or someone with edit agency permissions. It is an agency wide change, but the admin can set the call name, place, time, date, and/or address to be sent to the family member.

How do I add my family member to receive notifications?

  1. Login to the website and go to the tab with your name on it.

2. Click on the “+ Add Number” button

 

3. Enter in the phone number (required) and relation (optional) and click the green save button

4. Click the Activate button to pay for the device

Currently, only individuals can pay for family members, but very soon we will give agencies the ability to pay for family devices as well.

How much does a family SMS device cost for the year?

It costs $10 USD per family device that you want to get notifications for your responses.

If you have more questions, please contact our support team at support@active911.com or call them at 541-223-7992.

New Website Released!

It’s been a long time coming, but we are very excited to announce that our new website is up! We will still have the old website available at web.active911.com, so if you have any issues, you can go back and use that for the time being.

If you do have issues on the new website, please report them to our support team, so we can address them!

Note: There is an active issue with IE (Internet Explorer), so if you do use that internet browser please use our old website web.active911.com. We are working on getting that IE issue fixed quickly and it should be done next week!

Quick Tip: If you have bookmarked any urls for our old website, please don’t use them since they won’t work. You will need to go to active911.com and then create new bookmarks.

We hope you enjoy the new website as much as we do!