Overview
This articles discusses the most common configuration issues found on AlertTraveler® sites and how to address them.
Note: Beneath some topics is an internal link for Terra Dotta Support Agents. This link provides our Support Agents with additional back-end steps they could take if the steps provided in this article do not resolve the issue. It is expected that these linked pages will not be accessible to external audiences.
Index
1. The traveler is not becoming eligible for AlertTraveler® .
2. Some applicants are eligible for AlertTraveler® but others on the same program are not.
3. The traveler is not showing in the License Manager.
4. The traveler is not appearing in Traveler Locations.
5. The traveler is not receiving the AlertTraveler® App Activation Material.
6. The traveler is not receiving emails from AlertTraveler®.
7. The traveler cannot log in to AlertTraveler® .
9. Why was my traveler impacted/not impacted by an alert?
11. The admin is not receiving notifications.
12. The App Activation Material is not checking off after the traveler activates the app.
13. What are the steps to reset the App Activation Material?
14. Why do I have duplicate App Activation materials?
16. Can the App Activation Material be renamed?
17. How can I see who was notified of an alert or check-in request?
18. Can an AlertTraveler® license be revoked from a user?
19. The user's license will expire before their trip ends, will they lose access to AlertTraveler®?/Why are users showing in the next license year but we have not yet renewed?
20. Why does the traveler appear twice in the License Manager?
Common Issues/Questions
1. The traveler is not being made eligible for AlertTraveler®.
The traveler must meet the following conditions to be eligible for AlertTraveler®:
- The traveler's application has a status of Committed or an alias of Committed.
- The application had a valid itinerary that starts within the amount of days configured under AlertTraveler>Settings>Eligibility: Scheduled Eligibility.
- The application is to a program that is not excluded under AlertTraveler>Settings>Eligibility: AlertTraveler Program Eligibility.
See the Steps To Check Eligibility section of the AlertTraveler® + Study Abroad: Eligibility article for step by-step guide of how to check eligibility.
*Internal Troubleshooting for Terra Dotta Support Agents: Troubleshooting AlertTraveler® Eligibility
2.Some applicants are eligible for AlertTraveler® but others on the same program are not.
This typically occurs when the eligible applicants are already eligible from a past program. If the other applicants meet all of the eligibility conditions but are not being made eligible, a case with Terra Dotta Support should be opened. However, most of the time the travelers who are not eligible are not yet within the eligibility window, and will become eligible once their itinerary is within the scheduled eligibility window.
3. The traveler is not showing in the License Manager.
To troubleshoot why a traveler is not appearing in the License Manager, take the following steps.
1. Doublecheck the license year. It is possible the user has an active license in the previous year:
2. If the user does not appear in any license year, check the following:
Travel Registry: If the user was added prior to one year ago, and they have not logged into Travel Registry, or have an active or future trip, it is expected that they will not appear in the current license year, though they should appear in a previous license year.
Study Abroad: If the user is an applicant, check that they are eligible for AlertTraveler®. If they are not eligible, follow the eligibility troubleshooting steps listed in entry #1 on this page. If the user was just made eligible, wait approximately 1 hour and check the License Manager again. If the user is not appearing in the License Manager at that time, submit a support ticket with Terra Dotta Support.
If the user is an admin, check to see that they have been granted admin access to the app. Navigate to User Management, search for the user, click the edit pencil, and click Show Advanced Settings:
In the AlertTraveler® section, check that they have the permission entitled Admin Access for the AlertTraveler mobile app:
If they have that permission, check with the user and ask them to login to the AlertTraveler® app on their mobile device. They should then appear in the License Manager.
4. The traveler is not appearing in Traveler Locations.
If a traveler is not appearing in Traveler Locations, take the following steps:
1. Check your filters. For example, if your traveler is not currently abroad, set the Itinerary Filter to None, or to a date that fits the traveler's itinerary:
If this does not resolve the issue, move to step 2.
2. Navigate to the License Manger and search for the user, make sure to check every license year. To appear in Traveler Locations the user must have a license with a status of subscribed, registered, or activated.
3. If the user has one of the correct license statuses, proceed as follows, depending on the type of site you are on:
Travel Registry: Check the user's trip. Does it require approval? If so, the user will not appear in Traveler Locations until their trip is approved. If the trip is approved and the user does not appear in Traveler Locations within 30 minutes of trip approval, submit a support ticket with Terra Dotta Support.
Study Abroad: Check that the applicant's AlertTraveler® Eligible parameter in their profile is set to Yes, if it is not, see AlertTraveler® + Study Abroad: Eligibility to resolve. If it says Yes, and more than a day has passed since they were deemed eligible, submit a support ticket with Terra Dotta Support.
5. The traveler is not receiving the AlertTraveler® App Activation material
The cause of this is typically the applicant's eligibility. Check that they meet the eligibility requirements. Once they are eligible, the material should appear in their application within 1 hour. If it does not, try refreshing the application's rules.
6. The traveler is not receiving emails from AlertTraveler®.
It is expected that AlertTraveler® will receive several emails over the course of their AlertTraveler license year. Some of these emails are sent when the following occurs:
- They select "Email my credentials" or "Email me my password" from the AlertTraveler® panel in their applicant/admin home, or from within the app activation material (Study Abroad), or from within their profile (Travel Registry).
- They select "Forgot Password" within the app.
- An admin elects to send them an email from the Traveler Locations page.
- If the traveler is impacted by an alert, or a check-in request is issued to them.*
- An admin should receive an email if a traveler is impacted by an alert, or they respond that they need help when a check-in request is issued to them.*
*Note: The last two events are subject to the user's subscription settings. Be sure to check the admin's subscription settings, as well as the site's threshold settings if the user is not being alerted when a traveler impacted by an alert.
If the user is not receiving these emails, they are likely being flagged as spam. The user should add alerts@alerttraveler.com to their email contacts. Additionally, the institution will want to contact their IT department to make sure all is being done to allow the delivery of these emails to the institution's travelers.
7. The traveler cannot log in to AlertTraveler®.
Often times a traveler cannot log in to AlertTraveler® because they are not using the correct passcode. When a traveler is deemed eligible for AlertTraveler®, they are given a specially-generated passcode that allows them to log into their app. There are several ways they can gain access to this passcode, but the most straightforward would be for the user to take the following actions:
Travel Registry: Log into the travel registry site, and open their profile by clicking the person icon in the top right of their screen. Then navigate to the section entitled AlertTraveler mobile app:
The traveler should log in to the app using the email address associated with their Travel Registry profile and the passcode displayed next to the visibility icon on this page.
Study Abroad: Applicants should log into the Study Abroad site and click the AlertTraveler tab in their Admin Home (not to be confused with their application):
The traveler should log in to the app using the email address associated with their application and the passcode displayed next to the visibility icon on this tab.
Admins should log into the Study Abroad site and locate the AlertTraveler® panel in their administrative home:
8. The AlertTraveler® admin does not have the AlertTraveler® Impacted Traveler Notifications Panel in their admin home/the panel appears but does not provide an AlertTraveler® passcode.
For the AlertTraveler® Impacted Traveler Notifications panel to appear in an admin's administrative home, the admin must be in the AlertTraveler® permission group or the Group Leaders (AT) permission group. If they are in one of these permission groups and the panel appears, but the ability to generate the AlertTraveler® passcode is not available, their panel will appear as follows:
This panel indicates the user is in an AlertTraveler® permission group, but might not have the right permission settings. To check this, n avigate to User Management, search for the user, click the edit pencil, and click Show Advanced Settings:
In the AlertTraveler® section, check that they have the permission Admin Access for the AlertTraveler mobile app:
Grant the user this permission and then save. The full panel, with the option to generate a passcode should appear when the admin next logs in:
9. Why was my traveler impacted/not impacted?
Alerts can be country-wide or specific to a certain radius.
Travelers are impacted by alerts when one of the following happens:
Radius Alerts: The latitude/longitude of the traveler's GPS or itinerary puts them within the radius of the alert.
Country-wide Alerts: The latitude/longitude of the traveler's GPS or itinerary puts the traveler within the country of the alert.
If a traveler is impacted or not impacted by an alert, and you wish to know why, navigate to AlertTraveler>Alerts and search for the alert in question. If you do not see the alert, make sure to check the filters (particularly the Alert Type filter. Once you have found the alert, click the headline to open it:
The alert pictured above is based on a radius. This is indicated by the red radius on the safety map, and the Impacted Areas listed in the Locations tab.
If your traveler's lat/long does not put them within the radius of this alert, they will not be impacted.
Note for Study Abroad sites: It is very important to check that the lat/long of the location that is listed in the applicant's application. To do this, navigate to Admin Console>Settings Card>Global Settings>Locations> Search by city.
Once you have found the location listed in the applicant's application itinerary, check that the latitude and longitude are correct:
If they are not, edit them from this location and save. The traveler should be impacted by future alerts that include their lat/long.
10. Why was I impacted for a location that I am not yet in? Why was I impacted so early?
It is expected that, on occasion, travelers will be impacted by alerts before they are in that location. This happens when the alert's start dates overlap the traveler's itinerary.
For example, if the traveler's itinerary is Kolagal, India 04/08/2024 and the following alert is created on the 7th, it is expected that the traveler will be impacted by this alert, as the alert will be active from 04/07/24 until 4/09/2024, and the traveler is anticipated to be in the location during this time frame.
11. The admin is not receiving notifications.
If an admin is not receiving notifications for alerts that they expect to be notified of, take the following steps:
1. Navigate to AlertTraveler>Alerts and locate an alert the admin expected to be notified of. Open the alert and note the following:
- Alert Level (A)
- Alert Location (B)
- Alert Category (C)
2. Navigate to AlertTraveler>Settings>Notifications>Admin Notifications and search for the admin's name. Click the edit pencil next to the admin's name to open their notification preference modal:
3. Once in this modal, compare the alert's severity level, location, and alert type to the notification settings on this page. Additionally, make sure the admin is only restricted to the correct groups and locations. If a program group or location is selected, the admin will only receive notifications for the travelers in those locations and groups.
If all looks correct here, proceed to step 4.
4. Make sure to check the user type of the admin. To do this, close the modal and revisit AlertTraveler>Settings>Notifications>Admin Notifications, from this section, check the User Type column:
If the user type is Leader the admin is restricted to travelers who are associated with the trip/program they are leading. Learn more about restrictive user types below:
AlertTraveler®+ Study Abroad: Program Director
Travel Registry: Group Travel
The user type "Leader" is bestowed when the user is added to the permission group entitled "Group Leaders (AT)." If the user leads group trips/programs but also needs unrestricted AlertTraveler® admin access, take the following actions:
Navigate to AlertTraveler>Settings>Notifications, delete the user, and then add them again, ensuring they appear as "Admin" rather than "Leader" in the "User Type" column:
The user should then log into the AlertTraveler® app and confirm their notification preferences.
12. The App Activation Material is not checking off after the traveler activates the app.
To troubleshoot this, first confirm that the user has activated the app by navigating to AlertTraveler>License Manager. From this page, search for the traveler's name and verify that their Activation Status is Activated, and that their Activation date is within the last year:
If this is the case, the applicant should try to open their study abroad application from the same mobile/cellular device that has the app downloaded on it. From their application, they should access the app activation material and select "ALREADY ACTIVATED?":
If taking this action does not mark off the material, and the admin has confirmed the traveler has an activated status in the License Manager, the admin can manually mark the material as received in the application by hovering to the left of the material:
If this issue happens often, a case with Terra Dotta Support should be opened for further investigation.
13. The materials have no name, or the name displays as Untitled.
This is an indication that the material has been edited from the wrong location. The material's content should only be edited from AlertTraveler>Settings>Admin>App Activation Material. As of the Travel Risk March 2024 Release, it is no longer possible to edit the material in the incorrect location. However, if the materials were edited before this date, the materials will need to be reset.
To fix this, you will need to reset the materials by taking the following steps:
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- Retire the existing AlertTraveler® app activation materials by navigating to Classic Administrative>Process>Materials and searching for your app activation materials. Click the retire icon next to each app activation material (check every program type):
- Retire the existing AlertTraveler® app activation materials by navigating to Classic Administrative>Process>Materials and searching for your app activation materials. Click the retire icon next to each app activation material (check every program type):
Repeat this step for all AlertTraveler App Activation Materials, then proceed to the next step.
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- If your app cycles are using deployment rules, navigate to Admin Console>Configuration> Deployment Rules and delete the corresponding App Activation Material deployment rules:
- If your app cycles are using deployment rules, navigate to Admin Console>Configuration> Deployment Rules and delete the corresponding App Activation Material deployment rules:
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- If you have recently converted from Process Maps to Deployment Rules make sure the materials are not mapped to your active app cycles.
- Navigate to AlertTraveler>Settings>Admin>App Activation Material and expand each material by clicking on it:
- If there is custom content in these materials, be sure to copy it, and save it in a document outside of the site, as the content will be deleted once the materials are disabled. You do not need to save the link that reads "Click here to activate AlertTraveler." This link will be automatically regenerated once the materials are reset.
- Disable the material under AlertTraveler>Settings>Admin>App Activation Material and save your changes at the bottom of the screen.
- Refresh the page to ensure the material is disabled. It may help to navigate away from the page and then return. Make sure you do not have this page open in another tab.
- Enable the material, edit the content (paste the content you copied before if desired) and optional status as desired, and save your changes at the bottom of the page.
- Navigate to Content Management to check that the materials have been created (do not edit the materials from this location).
- Navigate to Deployment Rules/Process Maps to ensure the deployment rules have been created/ the materials are mapped as expected.
- Wait an hour and spot check your applications to make sure the materials are appearing as they should. It can take up to an hour for the background deployment rule task to filter through your applications and apply the materials. If the materials are not appearing after an hour, try refreshing the rules. Note, if the applicant activated prior to taking these steps, you will need to manually mark their material as received.
14. Why do I have duplicate AT materials
This is an indication that the material has been edited from the wrong location. The material's content should only be edited from AlertTraveler>Settings>Admin>App Activation Material. As of the Travel Risk March 2024 Release, it is no longer possible to edit the material in the incorrect location, so this issue should not reoccur once resolved.
To resolve, first determine which material is the newer one. To do this, navigate to Classic Administrative> Process>Materials and select the correct program type. In this case, I have selected "Outgoing:"
Compare the created dates, and retire the older version by clicking the retire icon to the right:
15. The Admin has access to traveler data that they should not have, they are being notified of alerts that impact travelers when they should not be.
If the user is meant to have a restrictive user type, meaning they are only intended to have AlertTraveler® access to programs for which they are designated the Program Director of (Study Abroad) or trips they are the Group Leader of (Travel Registry), then they should only be in the following AlertTraveler® permissions group: Group Leaders (AT)
Check to make sure the user is not in any other group that bestows AlertTraveler® permissions (other than admin access to the app). For example, if the user is in the AlertTraveler group, their access will not be restricted; the user should be removed from the group.
If this does not resolve the issue, navigate to AlertTraveler>Settings>Notifications>Admin Notifications, and click the edit pencil next to the user's name. Review their notification settings, and make changes as needed.
16. Can the App Activation Material renamed?
At this time the App Activation Material cannot be renamed.
17. How can I see who was notified of an alert or check-in request?
Navigate to AlertTraveler>Alerts and search for the alert you are curious about. Click on the alert's headline to open the alert:
Next, click on the Total count in the Impacted Travelers row:
Taking this action opens the alert's dashboard. From this dashboard, navigate to Options>Alert History to open the Alert History Log:
From here, review the entry entitled '[X] Travelers were Impacted and Notified" to determine who was notified of an alert or check-in request. Clicking on the entry expands it:
This entry displays which admins and travelers were notified upon alert impact, and by which methods they were notified.
Note: Be sure to doublecheck your filters as you review the history log timeline.
To view who has been notified of a check-in request, look for an entry that says "Check-in Request created by" and click to expand:
This entry displays which travelers were notified of the check-in request and by which methods they were notified.
18. Can an AlertTraveler® license be revoked from a user?
In very specific circumstances, a license can be revoked from a user and returned to your institution's unused license total.
Terra Dotta Travel Registry: Users show in the License Manager, and thus use a license, once they have a profile within the Travel Registry system. This is still the case even if they have not yet logged in or submitted a travel registration. Licenses cannot be revoked on Travel Registry sites.
Terra Dotta Study Abroad + AlertTraveler® add-on: If a traveler is showing in the License Manager who is no longer traveling, their itinerary has not yet begun, they have not been impacted by an alert, and the traveler still has the status of Subscribed, then the traveler can be removed by following these steps:
- Withdraw the application.
- Remove the itinerary from the application.
- Wait one hour and then double-check the License Manager to confirm the traveler has been removed.
- If desired, scrub the application. Do not scrub the application prior to confirming the user no longer appears in the License Manager. Make sure to check the current and previous license year.
Once steps 1-3 are complete, the license will be returned to your unused license total.
19.The user's license will expire before their trip ends, will they lose access to AlertTraveler®? Why are users showing in the next license year but we have not yet renewed?
No, the user should not normally lose access to AlertTraveler®. If the user has an itinerary that ends after their license year, they will be automatically enrolled in the following license year. However, if the institution has reached their license limit for the following year, the user could lose access.
20. Why are there duplicates for a traveler in the License Manager?
If there are duplicate users in the License Manager, the cause is likely that the user has two accounts, and each account meets the requirements of AlertTraveler® eligibility. To verify if this is the case, check the following:
Study Abroad:
Navigate to Maintenance>Edit User and search for the user by name. Are there duplicate accounts for that user? If so, this explains why the user appears twice in the License Manager.
Travel Registry:
Navigate to Search>Profile Search. Search for the user by name in the keyword search field, rather than the traveler search field. If the user has two accounts, this indicates why they are using two licenses.