WA Agency Alerts Troubleshooting

FOR A COMPUTER

Issue: When I go to the member portal I get a login screen instead of being automatically signed in.

How to troubleshoot

  1. If you're using a work computer, make sure you're connected to the network or to VPN, and that your session is active.
  2. If you are using a non-work computer, this is expected. Click Single Sign On (SSO) and enter your username and password. View login instructions if you need help.

Issue: I keep being prompted to enter my username and password when using Single Sign On (SSO).

How to troubleshoot

  1. Login credentials are case sensitive
    1. Make sure your username is all lowercase letters, e.g. first.last@agency.wa.gov.
    2. Your password is case sensitive.
  2. Verify your email with your IT help desk
    1. Most agencies use the format firstname.lastname@agency.wa.gov, but your agency's format may be different.
    2. If you previously worked for another state agency, there may be a different username in the system. You may need to contact your agency HR department to ensure your official duty station and other information are updated in HRMS.
  3. Confirm you're a Capitol Campus employee
    1. Only state employees whose official duty station is on Capitol Campus can log in. View a list of Capitol Campus buildings on DES.WA.GOV. You may need to contact your agency HR department to ensure your official duty station and other information are updated in HRMS.

FROM A MOBILE DEVICE

Before attempting to troubleshoot issues on the mobile app, first make sure you're able to log into WA Agency Alerts on a computer. If you cannot log in on a computer, contact your IT help desk.

Issue: I downloaded the Everbridge mobile app, but I can't log in.

How to troubleshoot

To log in to the mobile app, click Single Sign On (SSO). If you clicked Register, you won't be able to log in. If you are having problems with SSO, see the troubleshooting tips above or contact your IT help desk.

Issue: When I try to log in, I either get an Invalid Account message or keep getting prompted to enter my username and password.

How to troubleshoot

  1. Check if you're asked to enter your email or Windows login for the username
    1. State-issued phones may prompt you to enter your Windows login, which is the domain and username you use to log into a work computer (e.g., DES\User123).
    2. Otherwise, enter your work email as your username.
    3. In both cases, use your Windows login password.
  2. Verify your email with your IT help desk
    1. Most agencies use the format firstname.lastname@agency.wa.gov, but your agency's format may be different.
    2. If you previously worked for another state agency, there may be a different username in the system. You may need to contact your agency HR department to ensure your official duty station and other information are updated in HRMS.
  3. Confirm you're a Capitol Campus employee
    1. Only state employees whose official duty station is on Capitol Campus can log in. View a list of Capitol Campus buildings on DES.wa.gov. You may need to contact your agency HR department to ensure your official duty station and other information are updated in HRMS.

Issue: I logged into the app but now when I open it up it looks different.

How to troubleshoot

This is an expected behavior. There are limited functions, primarily centered on maintaining your contact data.

Issue: I can't edit my name, work phone, or email.

How to troubleshoot

This information comes directly from Active Directory, and you can't update it in your WA Agency Alerts account. If you need to update this information, contact your IT help desk. Information from Active Directory is updated daily in WA Agency Alerts. You may also need to contact your agency HR department to ensure your official duty station and other information are updated in HRMS.

Issue: I can't find where to update my information in the app.

How to troubleshoot

If you need help updating your contact methods and preferences in the mobile app, view the instructions for iOS for Apple or Android devices.