User FAQ EmergencyEye

Problem	Solution
1. website does not load	Check the correct URL: https://ee01.emergencyeye.de or https://ee02.emergencyeye.de Check whether https://www.google.com can be accessed. Consult with the IT department, check whether port 443 is released in the network.
2. login not possible	Check whether user name and password are written correctly (shift key activated?)
3. The website reports "Invalid phone number".	Check that the telephone number has been entered correctly (international spelling taken into account): replace the "00" with "+49". Spaces or other special characters (except +) in the phone number entry are not supported. [+49(0)1234-567] or [+49 30 123…]
4. caller does not receive SMS	In exceptional cases, the SMS may take several seconds to arrive at the end device. Ensure that the correct telephone number has been entered.
5. When clicking on the link, the smartphone reports "This function is currently not available" or similar.	The smartphone only had a 2G network connection or worse at the time of the call. The use of EmergencyEyeX is not possible for this call
6. connection is not established	Consultation with connection partner to ensure the following That a text message (SMS) was successfully transmitted Whether the link has been selected by the partner and all approvals have been given Whether the web page has loaded on the smartphone.
7. the GPS window says "The user does not allow tracking".	Ask users to turn on GPS on the device. Ask if the caller has confirmed all the system's requests. Offer help to the user via the helpdesk (https://helpdesk.emergencyeye.de).
8. camera window shows a black image	Camera accidentally switched off? Camera covered by objects, try if another camera can be selected. Ensure that the camera image has not been paused. To do this, move the mouse over the camera image and make sure that the time is running at the bottom left of the video. It is possible that the smartphone's internet connection is too poor to enable stable image transmission. Check frame rate (> 15BpS / frames per second) Check with IT department if outgoing UDP connections on all ports to the EmergencyEyeX server are possible.
9. jump GPS coordinates	The GPS position of the smartphone is updated at regular intervals and the map is then re-centred.
10. GPS coordinates doubtful	GPS tracking may still take a few seconds for precise location. Wait a few seconds. Ask control questions.
11. video is of poor quality	Possibly the internet connection of the smartphone is too poor to allow a good image transmission.
12. no video available	The caller may not have given permission for the video transmission. Alternatively, the smartphone's internet connection is too poor to enable video transmission. Check with IT department if outgoing UDP connections on all ports to the EmergencyEyeX server are possible.
13. video image stands	Make sure that the video has not been accidentally paused. Possibly the internet connection of the smartphone is too poor to allow a good image transmission.
14. the map display takes up the whole screen	The full-size display can be terminated with the "Esc" key (top left on the keyboard)
15. the video takes up the whole screen	The full-size display can be terminated with the "Esc" key (top left on the keyboard)
16. exiting the full view of the map/video using the "Esc" key does not work.	Click with the left mouse button on the map/video at any position. Then press the "Esc" key. Ensure that the video has not been paused. Move the mouse over the picture and press the play button that appears.
17. chat text blocks in German are not transmitted in the same wording on mobile devices with Android	Disable automatic web page translation by Google in the Chrome browser on mobile device
18. callers do not find the SMS on their smartphone	If an incoming SMS is not signalled by a push message or this push message is not opened by the caller, SMS can be opened via the "Messages" app (Android and iOS).
19. SMS Delivery for MultiSim cards	When using MultiSim cards (several sim cards with the same phone number), only the main card can be sent an SMS. A change to the main card can be made at any time using a USSD code (e.g. *133# at Vodafone). The respective USSD code can be looked up at the respective mobile phone providers (Link: Vodafone (Page2) / Telekom). It is recommended to save the USSD code as a speed dial to facilitate a main card change.
20. After activating a function in EmergencyEye, the screen turns white.	If you use a graphics extender, the hardware acceleration must be deactivated in the browser used.
21. EmergencyEye does not work under Firefox Mobile Version 83	The Firefox Mobile browser version 83 is not supported by EmergencyEye.