5. Basic NERIS Troubleshooting

With the impending transition to NERIS occurring on 01/01/2026, we are looking to provide our departments with as many tools as possible to ensure a smooth shift to NERIS

Priority Definition	Issue Examples	How to Report
Mission Critical NERIS Issues – These are critical operational impacting issues that do not have a workaround or path to resolution without intervention from Alpine Software.	Calls are not populating into the RedAlert System Call Delays of more than 5 Minutes Users cannot Validate or Submit NERIS Reports Kiosks are not opening for attendance (Calls not coming in) Bulletin Boards not showing active calls (Calls not coming in) Responder app not alerting (Calls not coming in)	Please Call Alpine Support and Leave a Voicemail with your Name, Department and the Critical Issue you are facing. This will open a ticket automatically and our support team will be monitoring voicemail.
Non-Mission Critical NERIS Issues – These are high priority issues that may impact operational efficiency but have a workaround until they can be officially resolved by Alpine Software	Missing or Incorrect Call Details such as times, apparatus, units, etc. Misconfigurations or NERIS setup incomplete Automatic Attendance Credit Call Delays under 5 Minutes Location Dropdowns or other Tree Dropdowns being formatted improperly Fields not filtering by FDID or status Officer in Charge not Filtering or changing information automatically	Please email [e-mail] with a detailed description of the issue you are experiencing.
Low Impact NERIS Issues or Non-NERIS related issues – These are lower priority issues that have little impact on operational efficiency or ability to submit NERIS.	NERIS form Customizations that are not required for NERIS submission Anything not listed in the two sections above. Anything not related to NERIS	Please email [e-mail] with a detailed description of the issue you are experiencing.

For All NERIS Related Issues Please Do The Following Steps First:

• Restart your RedAlert system, and any subsequent services, kiosks or bulletins
• Ensure that your RedAlert Application is dated 11/01/2025 or newer, and has the NERIS information banner at the top of your system, or if you do not see a date in the top left corner, Version 2.0.3 or newer. If you are a cloud customer, please close your system and re-open it to ensure there is not another update available
• Ensure that your department has fully registered with NERIS, and log into the NERIS portal. If you are not registered with NERIS, we cover the steps on how to do so here: NERIS Registration Guide
• Ensure you have Alpine Registered as your Third party Vendor, we cover how to do this here: Register Alpine for NERIS
• Ensure that you have entered your department specific NERIS ID in System Setup -> Agencies for all of your agencies
• Ensure that you have placed a NERIS Go live Date into NERIS Setup

If you have done the above, please see common issues that are experienced with the NERIS module below and temporary workarounds in the meantime to continue operating

Common Issues and Workarounds

• Issue: My members cannot submit NERIS reports or cannot do certain actions
• Resolution: Ensure that you have configured all of the proper security permissions within System -> Security under the NERIS section that will allow your members to submit incidents to NERIS as well as other permissions for the module

• Issue: My CAD interface or dispatch did not generate a NERIS Incident 
• Temporary Fix: To create a NERIS manually off of NERIS you can do the following 

To create a NERIS incident manually, Click the New Button on the bottom left of the incident history screen:    

Then, if you have a RedAlert 10/30/2025 or newer, users can click on the "Generate NERIS" button at the bottom of your NFIRS report 

This will generate a NERIS report off of the data from your NFIRS report to replicate what a live NERIS report would look like

Please call us at 585 264 9080 so that we can resolve your issue with generating NERIS live as soon as possible

• Issue: I cant validate or submit a NERIS report, it says I do not have permission 
• Steps To Take: 
  • Ensure that your department has fully registered with NERIS, and log into the NERIS portal. If you are not registered with NERIS, we cover the steps on how to do so here: NERIS Registration Guide
  • Ensure you have Alpine Registered as your Third party Vendor, we cover how to do this here: Register Alpine for NERIS
  • Ensure that you have entered your department specific NERIS ID in System Setup -> Agencies

If you have validated all of the above information, and you still cannot validate or submit reports to NERIS in RedAlert, please call us at (585)-264-9080 so we can assist you

• Issue: My Unit times are not populating into NERIS
• Steps to take: Ensure that you are receiving the unit times from dispatch / your CAD interface in Dispatch Setup -> History, or by clicking the Alarm button at the bottom of the NERIS report, and clicking Dispatch times

If the unit times are in the system, but are not automatically porting into NERIS, please submit a ticket to [e-mail], and our support technicians will investigate the issue for you when available. In the meantime, please enter your unit times manually

• Issue: None of the units in my system are appearing in NERIS 
• Steps To Take: Ensure your system has units entered within NERIS Setup -> Apparatus and Stations, otherwise units will not appear

• Issue: My address did not plot properly on the NERIS Incident Map
• Steps To take: Ensure that your address has Lat and Long coordinates tied to the record, if your system did not receive that information from dispatch, the address will plot in the wrong place. You can click the Check Geo code button, this will update the location and ensure that NERIS plots in the proper location

• Issue: My attendance is not automatically appearing in the NERIS incident after members have signed into the kiosk

• Steps To Take: Restart your kiosk software by double clicking the fire icon in the top left corner of the program, and ensure that your kiosk is newer than 11/06/2025 or version 2.0.0.3 or newer, and ensure that your RedAlert is version 2.0.4 or newer. 

  If your kiosk is not up to date, please check your email for the Kiosk installer reach out on Monday 12/22/2025. If you do not have the Kiosk installer, please email [e-mail] and our technicians can update your kiosk when available. In the meantime, please track your attendance manually

• Issue: My alarm came in, but the kiosk and bulletin board did not open or change over to NERIS 
• Fix: Restart your Kiosk software and restart your bulletin software. Ensure that your kiosk and bulletin are newer than 11/06/2025 to transfer over to NERIS, if your bulletins or kiosks are older than this, please reach out to us at [e-mail] and our technicians can update your kiosks and bulletins when available, in the meantime please track your attendance manually

• Issue: My PSAP Call Answered and PSAP Call Arrived times are not populating

• Steps To Take: Ensure that your NERIS times for call dispatched are linked in NERIS Setup -> Dispatch Status Links to the PSAP call Answered and PSAP Call Arrived times.

  

  If these are mapped and the times are still not coming in from dispatch or your CAD interface, please submit a ticket to [e-mail] and our technicians can investigate this for you as soon as they are available, in the meantime please enter these times manually

• Issue: I dont see a way to track my occupant information within NERIS

• Steps To Take: NERIS does not require occupant information for submission in the new specifications. However we know departments track this information for their own reasons. To track occupancy information, you can enable the "Show Others Involved" Checkbox in NERIS Setup

  

  This will enable the option to track occupant information at the bottom of the NERIS Report

  

• Issue: I don't see a way to track Equipment in NERIS
• Steps To Take: Enable the Track Equipment Used checkbox in NERIS Setup, this allows you to track equipment similar to NERIS