AtHoc Customer Support FAQ

I'm receiving AtHoc alerts, but I no longer work for the organization sending the alerts. How do I stop notifications from being sent to me?

If you worked at…

A DoD government agency, contact your old command post to help you.

A commercial, healthcare or industrial organization, contact your former IT system administrator to help you.

If you can't reach them, fill in the form to request help from AtHoc Support.

I need to update my contact information and/or check for alerts, but I can't log in to AtHoc self-service.

If you work at…

A DoD government agency, contact your command post to help you.

A commercial, healthcare or industrial organization, contact your IT system administrator to help you.

If you can't reach them, fill in the form to request help from AtHoc Support.

I need an organization (org) code to register my mobile phone for AtHoc alerts.

If you work at…

A DoD government agency, contact your command post to help you.

A commercial, healthcare or industrial organization, contact your IT system administrator to help you.

If you can't reach them, fill in the form to request help from AtHoc Support.

I need to reset my operator login password.

On the AtHoc login screen, click FORGOT PASSWORD to reset your password. If you don't see the FORGOT PASSWORD link, you may be running an older version of AtHoc, which means you should follow the instructions in #5 below.

I forgot my operator user name/login credentials.

If you work at…

A DoD government agency, contact your command post or system administrator. He/she can provide your credentials.

A commercial, healthcare or industrial organization, contact your IT system administrator to help you.

If you can't get in touch with your organization's support, then email This email address is being protected from spambots. You need JavaScript enabled to view it. with your full name, phone number and email address.

I need to access support documentation.

We have a bunch of useful information on the customer support portal. To access it, just log in. If you don't have a login, create a new account by filling in the form. Once we verify you're a customer, we'll email you with credentials to log in.

I need the latest AtHoc patches.

Good news! The support portal contains the latest downloads and patches. To access it, just log in. If you don't have a login, create a new account by filling in the form. Once we verify you're a customer, we'll email you with credentials to log in.

Help! I need training. I'd like to register for a class and/or watch training videos.

Training material is available on the customer support portal. To access it, just log in. If you don't have a login, create a new account by filling in the form. Once we verify you're a customer, we'll email you with credentials to log in.

What's going on? I'm not receiving alerts and/or having issues with the Purple Globe.

Let's troubleshoot it. Send us your log file:

Right-click on your Purple Globe (in your Windows system tray)
Choose ABOUT
Click OPEN LOG FILE
Save the log file and email it to This email address is being protected from spambots. You need JavaScript enabled to view it. along with your full name, phone number, organization name and email address

The info you provide will help us assist you efficiently.

I'm not sure which browsers you support.

Browser support is based on the software version you have:

  • IWSAlerts 6.1.8.85SP4CP1 supports IE8 & IE9. IE10 and IE11 compatibility mode all functionality
  • Safari/Chrome/Fire Fox – Limited Functionality. IE7 is not supported
  • IWSAlerts 6.1.8.87 – supports IE9, IE10, IE11 – all functionality
  • IE9, IE11 in compatibility mode are supported to access IWSAlerts 6.1.6.87
  • Safari/Chrome/Fire Fox – All Functionality except few. Compatibility mode not supported

Other questions or issues? Fill in the form to request support portal access (where you can open a case) or simply enter the issue on the portal.