Hours: Monday through Friday 07:00am - 7:00pm (CT) and Saturday 08:00am - 12:00noon (CT) Phone: 800-921-5300 x 2 Email: email@example.com
Support information is available from a variety of resources covering a wide range of items for FIREHOUSE Software applications. FH Webcasts provide several pre-recorded instructional webcasts for some of the most frequent FH questions. Webex Sessions can be initiated by technical support staff for remote support assistance. Web Help provides frequently enhanced and updated materials regarding all of our FH product lines. Manuals and documentation are available to download. State information for NFIRS and EMS reporting is available from state specific web pages. General NEMSIS Reporting details and a link to the NEMSIS Technical Assistance Center are available for any general NEMSIS issues.
FHnet Technical Support
As we transition everyone to FHnet, a special team of technicians are being made available to provide assistance. To expedite current support needs specifically related to FHnet, contact our FHnet team with your questions or support issues via email at FHnet@xerox.com.
FIREHOUSE Software training will expand your knowledge and abilities with the software. Individual Online Training classes can be requested to expand on the general webcasts or cover areas unique to a user’s needs. Annually, the FIREHOUSE Software Education and Training Seminar (FHETS) is held at a regional location where hundreds of FH clients from all over the world come to attend classes and share experiences of their ways using FH products. When a customer is interested in a more personal touch, Onsite Training can be scheduled too. With any of our popular training choices, our clients are always amazed at the volume of new things they learn about FH products.
Client Testimonials about FH Tech Support
From James Mallinger, Fire Chief, Cedar Park, TX, Fire Department
“The need for tech support has been minimal but when needed, tech support gets back to us within a reasonable amount of time.”
From John Erskine, Fire Marshall, Burnet, TX Fire Department
“FH takes care of us quickly and their communication on system repairs and maintenance is really above reproach.”
From Laura Kirkland, Lake County Fire Rescue, FL
“I appreciate so much EVERYONE I have spoken with in FH these past few weeks. I am on my own here at LCFR as the FH Administrator and I couldn't have done my job if it wasn't for the help of tech support. Thank you to Diane in Triage, and thank you so much for all your help Eric!!”
From John Hojek Jr., Fire Chief, Hometown Fire Protection District, IL
“I want to let you know Diane was a great help today. I am very inept with computer systems and my IT guy is MIA leaving me with several issues, one of which was a bad laptop. Diane took the time and walked me through every step and waited patiently as I tried to figure out what I was doing. Please take the time to tell her thanks and nice job!”
From Vicki Maxson, IT Consultant, Carol Stream Fire Protection District, IL.
"Melissa went above and BEYOND my expectations for support. She was patient and professional and provided so much information on how to use the software and correct our data. Thank you!"
NFIRS 2015 Spec Changes AVAILABLE NOW!
The NFIRS 2015 specification cycle changes are available now to install for your FIREHOUSE Software. This is available for departments with active FH technical support contracts.
Departments running FH version 7.15.25 or higher have the option to install the NFIRS_2015.FHz file. This file loads the rules changes into the current FH system without performing a full FH update. Emails are being sent to each department's primary contact with instructions for downloading and applying the FHz file to your current system. If you have not received the email by the end of January, please email the FH technical support team at firstname.lastname@example.org to request the instructions be sent to you.
Training is available for all aspects of FH. If you need training, contact your regional sales representative for regional training availability.
Online training allows you to follow along with a trainer via the Internet as the trainer conducts a training session. The session is interactive, including a real-time display of FH, to help drive home the details.
On Demand Training
Scheduling your customized class is easy. Send an email to training with a brief description of your training needs and we can schedule a class at a time that meets your needs.
All you need to participate in online training is a workstation with an Internet connection and a telephone. FIREHOUSE Software does not need to be installed.
FIREHOUSE Software not impacted by Heartbleed Open SSL
At FIREHOUSE Software, A Xerox Solution, the security of your data is a top priority. Many of you have seen the news regarding the Heartbleed SSL bug, and have inquired about the risks. We have reviewed each records management system (FIREHOUSE Software version 7, FHnet, and FHMedic) and confirmed these products are not affected by the Heartbleed bug. We are also coordinating with our various partners to ensure the your data remains safe across the complete family of FIREHOUSE Software solutions.
Within our cloud environment, we have assessed the various communications components that could have been impacted by this vulnerability. We have identified a limited number of components where openSSL is present. We reviewed the product implementation, and based on the best available information at this time, we have determined that no vulnerabilities appear to be present.
The best ways to pursue technical support for your FH products are:
Phone Call Support:
Available from 7am to 7pm CDT Monday through Friday and 8am to Noon Saturday by calling 800-921-5300 ext 2. Your calls are received by our first tier support techs. On Saturday, you are prompted to leave a message, allowing the first available tech to return your call.
How does it work?
The support team member will spend as much as 15 minutes (roughly) to work the issue. If the tech is unable to solve your issue within the time parameters given, your call will be placed in our 2nd tier support queue for a callback. If there are no other calls pending and your 1st tier tech is able to continue resolving your issue, they will stay on the phone and continue until it is resolved or there are other pending calls.
If a tech team member is not immediately available there may be a wait, in which case you will have an option to continue holding OR push a button to leave a message. However, if you are down (can't use FH at all), inform us of your circumstance and your call will be given a Critical priority, meaning the next available tech will pull your call from the queue to call you.
If you have a paid 3rd party consultant onsite and are not down, tell your live call-in tech as well. They automatically get an Urgent priority, which is just one rung down from a Critical call. This will ensure you get the fastest support possible when it matters most!
If you ever want to schedule a call for a specific date/time, please call the support line, explain your issue to the tech and ask to schedule a return call for a specific time. They will then check our schedule to make sure we are not already booked at that given time. If we are, they will propose alternate times (or you can).
Live Chat Support:
Live Chat is available from 8am to 6pm CDT. Accessed from virtually every page on http://www.firehousesoftware.com/. Under the Live Chat heading, click the link for Support Chat.
How does it work?
Live Chat is generally intended for more basic questions since it can be hard to troubleshoot difficult issues through this tool.
If a chat is too technical in nature or you get a tech that does not have subject matter expertise, the tech will create a ticket for a phone call.
The same rules for Critical or Urgent priority apply. You can schedule a call from a live chat in the same manner you would over the phone, but a phone call is the quickest and easiest way to schedule your call.
If for any reason your chat request times out at 12 minutes (meaning a tech has not begun your chat within 12 minutes) you will be given the option to leave a message. Whenever a message is left, management is sent an email with your message. At that point you will be answered directly OR have a ticket created to have someone call you back as soon as possible.
If you try to use this service outside of the hours above, you will be given the option to leave a message. Managers will receive an email with any message that you submit and will treat it the same as a timed out chat.
We recommend using emails for questions that are not mission critical.
We don't recommend emailing us to try to ask for a call at a specific time. If we don't see the email until after the time you requested a call for, then it won't be met. We always recommend speaking to a tech or using the live chat to schedule a call.
Video Tutorials for Setting up NEMSIS
Many municipalities are transitioning to the NEMSIS code set. To assist you, we've produced a couple of new videos. You will need to perform multiple items to make your system compliant, and this email provides information on these items. To assist you with the process, we have created a couple of short videos to follow.
FH Standard clients
FH Enterprise clients
"Selected Printer is not ready" on Windows 7 64-bit Computers
Some of our clients have reported difficulty trying to print from FIREHOUSE Software on Windows 7 64-bit computers.
If you are experiencing this issue, try these successful resolutions we have established with clients.
If your FIREHOUSE Software Data, System, Queries, and Reports folders are on a network drive, please give "Full Control" rights in the sharing permissions. You can grant this to the Everyone group, the local users group, or the domain users group, depending on how you have security setup. This is not the NTFS or folder level permissions, it is the permission to the share. Also, if you are running a peer to peer network, it helps if you have the exact same usernames with the exact same passwords on both the workstation and server/host machine.
Give "full control" rights to the "fh.lic" file in FIREHOUSE Software system folder to the users group (or other group or individual user account) that you set up for the folder sharing and security sharing in the previous set.
Registry installations of FH can cause this. To check for a registry install, go to Start, Run and type "regedit" (without the quotes). Browse under the heading HKEY_LOCAL_MACHINE>Software>Syswow6432 folder. If a Visionary Systems, Ltd key exists, you likely have a registry install. In this case you will need to:
Uninstall FIREHOUSE Software.
Delete the Visionary Systems, Ltd registry key if it still exists after the uninstall.
Delete the installation folder (if it remains after the uninstall).
Make sure to install to the default location C:\FIREHOUSE Software\ folder (outside of Program Files or Program Files(x86))
Make sure to install as an INI type installation (NOT a registry installation)
FH Product Release Notes
Each of the recent FH product updates include a set of Release Notes providing information on the enhancements introduced and the issues resolved. While any FH update is available to all clients with active support contracts, some of the updates were released as mass updates, and other releases were distributed as a limited release for specific state or functional issues. Those release notes are available below.
When updates for FHinspector for iPad are made available, the application must be reviewed and approved by Apple® before it will be posted to the App Store. To help FHinspector users understand the review process, we wanted to share the information we are provided by Apple's App Review Board as guidelines for their approval. This information can also be found at https://developer.apple.com/appstore/guidelines.html, and can change without notification as the App Review board deems necessary.
The app approval process is in place to ensure that applications are reliable, perform as expected, and are free of explicit and offensive material. We review every app on the App Store based on a set of technical, content, and design criteria. This review criteria is now available to you in the App Store Review Guidelines. These guidelines are designed to help you prepare your iOS and Mac OS X apps for the approval process.
We're pleased that you want to invest your talents and time to develop applications for iOS. It has been a rewarding experience - both professionally and financially - for tens of thousands of developers and we want to help you join this successful group. We have published our App Store Review Guidelines in the hope that they will help you steer clear of issues as you develop your app and speed you through the approval process when you submit it.
We view Apps different than books or songs, which we do not curate. If you want to criticize a religion, write a book. If you want to describe sex, write a book or a song, or create a medical app. It can get complicated, but we have decided to not allow certain kinds of content in the App Store. It may help to keep some of our broader themes in mind:
We have lots of kids downloading lots of apps, and parental controls don't work unless the parents set them up (many don't). So know that we're keeping an eye out for the kids.
We have over 350,000 apps in the App Store. We don't need any more Fart apps. If your app doesn't do something useful or provide some form of lasting entertainment, it may not be accepted.
If your App looks like it was cobbled together in a few days, or you're trying to get your first practice App into the store to impress your friends, please brace yourself for rejection. We have lots of serious developers who don't want their quality Apps to be surrounded by amateur hour.
We will reject Apps for any content or behavior that we believe is over the line. What line, you ask? Well, as a Supreme Court Justice once said, "I'll know it when I see it". And we think that you will also know it when you cross it.
If your app is rejected, we have a Review Board that you can appeal to. If you run to the press and trash us, it never helps.
If you attempt to cheat the system (for example, by trying to trick the review process, steal data from users, copy another developer's work, or manipulate the ratings) your apps will be removed from the store and you will be expelled from the developer program.
This is a living document, and new apps presenting new questions may result in new rules at any time. Perhaps your app will trigger this.
Lastly, we love this stuff too, and honor what you do. We're really trying our best to create the best platform in the world for you to express your talents and make a living too. If it sounds like we're control freaks, well, maybe it's because we're so committed to our users and making sure they have a quality experience with our products. Just like almost all of you are too.