Support Information
Please review the help file, printed
manuals, and our knowledgebase before contacting
FH support. We will also post answers to frequently asked questions on
the top support issues page.
FH Instructional Webcasts
In conjunction with webex.com, FIREHOUSE Software has created some pre-recorded instructional webcasts providing detailed steps for resolving some of the most frequently asked questions by clients to the FH technical support team. The webcasts are available for viewing here, and from our Downloads section.
Virus Attack Vulnerability for SQL Servers
Microsoft Security Advisory (935964) published April 12th, advises users of a vulnerability allowing remote code execution through the default MS SQL server port 1433. Through this port, attackers are attempting to use a combination of user names and passwords to access the computer remotely. One of the reported combinations is the default user name and password for the FH installation of SQL Server included with FH Enterprise Edition. We strongly recommend changing all SQL passwords to a more complex password with an alpha-numeric combination.
FH Enterprise clients using SQL Server 2000 or 2005 should contact their SQL administrator for possible actions if necessary. For MSDE users to change the password, first you must be using an SQL administrator user account in the FH Remote Connection Configuration. Then, run FHENT.exe from the FIREHOUSE Software directory of the computer designated as the server. Under Security, highlight the user account to edit and select the Properties button. Edit and confirm a new password. Press Ok. Close Enterprise Database Administrator. Now, the new password needs to be applied to the Remote Connection Configuration for any workstations using the administrator user account and password. At appropriate workstations, run FHODBC.exe located in the FIREHOUSE Software directory. Change the settings as needed on the Login tab.
Here are a few website locations with additional details related to this potential threat:
FIREHOUSE Software on Windows Vista
FIREHOUSE Software is being tested with the new Windows Vista operating systems. The initial installation and operational tests on Windows Vista Business have been successful. We’re continuing to perform further detailed testing at this time. Click here for suggestions and tips for FH with Windows Vista.
Purple times/dates in FH version 7
Many departments have noticed the change in FIREHOUSE Software 7 with time fields turning a shade of purple when the incident/EMS record rolls over past midnight. On save, the validation window appears, with Informational prompts about the specific time fields. The informational prompts are to make the user aware the date associated to the time differs from the alarm date. The validation window will allow users to select ‘Ignore All’ and save the record as a Completed incident. This new functionality has caused some confusion for users.
One of the changes introduced in FH version 7 was the ‘merging’ of many date fields with time fields. This merge was done for several reasons. It reduced the number of visible fields on the tabs. Checkboxes for ‘same as alarm date’ were removed. It reduced the number of fields the report author needed to populate, by automatically entering in the date. When an incident record would roll beyond Midnight, the next day’s date was automatically assumed. We hope these changes will benefit users in the long run as they experience the new change.
FIREHOUSE Software version 5 Product Support
Product support for all versions of FIREHOUSE Software 5 will be discontinued after June 30, 2007. Clients with active support contracts have been provided software updates to at least FH version 6. If your department has an active support contract but has not received an update to FH 6, please contact FH Technical Support to have an update distributed to you. When you contact Technical Support, please have your existing version of FH 5 available so we can ensure all necessary items are included in your update packet. If your department does not have an active support contract, or you are unsure of its status, please contact your department's sales representative about support contract renewal.
Remote Support Assistance
When the FH support technician contacts you, they may request to assist you via a live web conference. You will need to use Internet Explorer and may be prompted to download and install files to conduct this conference. Link to remote support assistance. The remote support assistance link will only connect to a live session when a support technician sets up a session for you.
Support Notes
- You should never uninstall FIREHOUSE Software unless specifically instructed to do so by an FH representative.
- FH Onsite Inspections will not work on Windows Mobile 5.0. Learn more.
- Using FH Enterprise Edition, we have successfully attached and used the FH database with Microsoft SQL Server 2005 and SQL Express. There are no known compatibility issues at this time
FIREHOUSE Software Suggestions
FIREHOUSE Software is the result of suggestions and feedback from thousands of fire departments and EMS agencies. Please send us your suggestion.
Computer Security
Microsoft has developed guidelines to help ensure computer security. Learn more
Additional Topics:
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