This supoprt article provides guidance on when Agency Admins should contact First Arriving Support for assistance. While many administrative functions can be managed directly within the Admin Panel or User Account tools, some requests require support intervention due to technical, configuration, or platform-level requirements.
Below is an overview of common situations where contacting Support is recommended or required to ensure dashboards remain accurate, up to date, and fully functional.
1 When to Contact Support
Agency Admins should reach out to Support when:
A dashboard device is not functioning, pairing, or updating correctly
An issue affects integrations, data feeds, or content accuracy
Configuration changes require backend adjustments
A layout, color scheme, patch/logo, or special display request is needed
New data sources or expanded capabilities need to be added or modified
System behavior changes unexpectedly or stops updating
Support can help ensure your dashboards continue to display reliable real-time information across all connected devices and user experiences.
2 Top 10 Reasons to Contact First Arriving Support
Below are the most common dashboard-related issues or changes that require support assistance:
1. Re-Pairing or Re-Connecting Dashboard Devices
Device offline for extended time
New hardware installed or replaced
QR pairing code not displaying or not accepted
Device needs to be moved to a new station or location
2. Devices Not Working or Displaying Incorrectly
Stuck or frozen screens
Content not cycling
Incorrect time/date displayed
Display layout broken or visually misaligned
Device not checking in or updating
3. Adding New Integrations
Adding CAD, RMS, staffing, training, scheduling, LMS, or other third-party systems
Required API keys, tokens, or credentials need to be shared securely
Determining which data fields can be displayed
Mapping or filtering options specific to each integration
4. Changing or Updating Existing Integrations
Updating API credentials or authentication methods
Modifying integration frequency or data filters
Adding new fields or views from the same integration
Troubleshooting missing or incomplete data
5. Adjusting Color Schemes or Layout Templates
Changing background colors, font styles, or theme settings
Updating custom templates
Changing timing of dashboards
Applying department branding consistency
Adjusting multi-column layouts for readability
6. Updating Patches, Logos, or Department Branding
Replacing logos/patches on dashboards
Updating agency branding after rebranding or patch redesign
Ensuring consistency across dashboard, mobile, and web
7. Adjusting Starting Points for Incident Routing
Need to update primary stations, units, or zones
CAD response areas changed by the agency
Vehicle assignments or station map boundaries updated
8. Adding or Changing Incident Call Types
Modifying filtering for calls that appear on dashboards
Adding custom categories for call types
Simplifying or expanding call groupings for readability
Mapping new CAD incident codes
9. Troubleshooting Incorrect or Missing Dashboard Content
Integrations that stop showing updates
Duplicated data or incorrect sorting
Time stamps not matching real-time feed
Missing personnel scheduling or unit status details
10. General Support for Platform Changes & Advanced Requests
These typically require support involvement because they include backend configuration work:
Adding new boards or relocating existing boards
Setting up new stations or locations
Multi-agency or regional configurations
Deep customization requests
Requests that affect multiple dashboards or users agency-wide
3 What Support Needs From You
When contacting Support, providing certain details helps resolve issues faster:
Agency name
Device name or location
Screenshot or photo of the issue
Description of the integration affected
Any recent department system changes (CAD updates, new schedules, new units)
Approximate time the issue started
Contact information for follow-up
4 How to Contact Support
Email: support@firstarriving.com
Portal: Submit via the First Arriving Support Portal (support.firstarriving.com)
Phone: 240-667-7755
Emergency requests: Label as “Urgent” when alerting-impacting