Technical Support

See our most common technical inquiries and answers below. Can’t find what you need? No problem, scroll down to submit a support ticket.

INSTALL INSTRUCTIONS (click to go to page)

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Trouble Shooting

First, ensure that there is only one person logged in and that they have Administrative Rights to the computer.

Ensure that you are using the latest client install program that is found on the admin portal website – upper right corner.

Please flush your DNS cache before installing the latest version.

Ensure that .Net 4.7 framework is installed. Available at

https://www.microsoft.com/net/download/dotnet-framework-runtime/net47

And after installing that, please do a reboot, then try to install the ePanicbutton program again.

Even if you are logged in as an Administrator, please Right-Click the exe file and select, “Run as Admin” to start the install process.

If the scroll up window of buttons “hangs” and does not scroll back down after a few seconds, the quick fix is to unload the program (or end the task in task manager) and then relaunch it. It should scroll up and down as it should then.

NETWORK INFO

Please ensure that you have ports 5761, 5762, 80 and 443 open on the station and on your network.

Ports for old service (SBMP): 9354

Both TCP/UDP and in/outbound traffic.

Please Whitelist these URL’s:

http://epanic.servicebus.windows.net/
http://prod.epanicbutton.com/

IP Addresses

Remote Update Service: 35.188.226.18
ePanic Admin: prod.epanic.com @ 104.239.251.240
Azure Service Bus: epanic.servicebus.windows.net @ 82.216.111.26 and 40.86.102.100

Please ensure that the security permissions is for all users for two folders:

c:programfiles(x86)/epanicbutton
c:programdata/epanicbutton.

Simply find the folders, right click and click Properties on the rclick menu. On the security tab, change permissions by clicking the edit button. Then for “All Users”, give them full control and select Apply. This should help give any users the right to access these files.

If there still are issues, it may be your antivirus. Please temporarily turn off Windows Defender or include ePanicButton to its exception rules (you can also check them for any block attempts). Try temporarily disabling it or exclude our program/folders in the settings, all in the c:programfiles (x86)/epanicbutton folder:

ePanicClient.exe
ePanicButtonReceiver.exe
EpbHostedDispatcherService.exe

If Installation still persist, please send any relevant information to support (at) epanicbutton.com, including:

a description of the station (Windows operating system and any anti-virus program)
an description of the issue (where did it fail) and screenshots
the log files found in C:programfiles(x86)/epanicbutton/logging
the event viewer error or warning logs found in
Control Panel/System and Security/Event Viewer/Windows/Applicaitons

Configuration Issues

Changing User Profile details

Please understand that user profile changes are “pushed up” and not “pulled down”. Meaning, that to change someone’s name or phone number in their profile, it must be done locally. At that station, right click the red icon in the notification tray and select “Modify Profile” and then make the required changes. Changing the info on the admin portal will not push the changes down locally on the machine. We apologize if this may be inconvenient and we are looking to enable this feature in the future.

Can’t Create a Button?

You can have as many buttons as you like. If you can’t create a button, it is likely that you are trying to create a button that has an icon or a hotkey already used by another button. Please confirm that there are no other buttons within the same group that have the same icon, name or hotkey.

Order of the Buttons on Scroll up Window?

For the scroll up window that you get when you mouse over the red icon in the notification tray, the order of the buttons from left to right is in the order of creation. So the latest created button will be on the right.

Messaging Issues

Getting Emails/Texts, but not Desktop Alerts?

First, check your Desktop Alert Receivers list on the Admin Portal. If those designated to get the desktop alerts still do not get them, relaunch the program on those receiver stations. Right click the white icon in the notification area by your clock. Click unload and then relaunch from Program Menu. Or simply reboot.

Why are the desktop alerts not being sent?

First, a sender cannot sent a desktop, pop up alert to themselves. We purposely set it this way so that the program cannot be mistakenly configured and have a threatened worker set off their own computer and anger the perpetrator.

Emails or SMS text delayed or not received?

There may be some spam filtering that is blocking or delaying the messages. Please notify us of the message, date/time and the email and/or phone number that is having the issue and we will investigate on our end.

Help Stopping Accidental Alerts?

While it is not possible to move the icon, you can hide the icon so that it won’t be moused over accidentally. The method to hide the icon may depend on the Operating System version but they are all similar – see webpage. In addition, you can set a delay in the button to stop false alarms. In the edit button window, the Send Delay feature can be sent in 0, 5 or 10 seconds. See a video tutorial HERE.

More Than One User Logged In?

Currently, on each workstation where it is installed, the program will only work for the first person who is logged in to the computer and not any concurrent, subsequent users. So, it will work for the first person who logs in but if a second user logs in without the first logging out (just switching users), that second user will not be able to send the ePanic messages (or for third, fourth, etc. users). As the program will have the same profile no matter who is logged in, whoever is logged in, it will send the profile info that is listed for that station (right click the red icon and select Modify Profile to view). We are looking to fix this issue soon.

Online Tech Support – By appointment only

Go To Meeting Link

The login info is below. Up to 26 people can login from individual workstations.

1. Please join my meeting.
https://www3.gotomeeting.com/join/621958646

2. Use your microphone and speakers (VoIP) – a headset is recommended. Or, call in using your telephone.