Problem

When attempting to open an SOS safety-video link generated by the Everbridge Safety app SOS button, some users are redirected to a page showing an “unauthorized access” or similar error instead of the Safety Video viewing page in the Everbridge Manager or related viewing interfaces.

Root Cause

This behavior occurs when the person opening the SOS safety-video link does not meet the access requirements configured for SOS video viewing. Access to the Safety Video viewer page in the Manager depends on the safety-video template that is triggered by the SOS button and on the viewer’s permissions.

If the viewer is not invited or does not have the necessary permission set, the link opens to an unauthorized access page. Users also cannot access SOS video links directly from text messages due to security restrictions, so attempting to open the link directly from a text message can also result in access problems. In addition, related configuration in a Visual Command Center (VCC) account can affect visibility of SOS videos.

Solution

To resolve unauthorized access issues for SOS safety-video links, administrators and support teams should verify user permissions, confirm the correct SOS template, and ensure the proper access path is used.

First, verify who is attempting to open the SOS safety-video link and where the link is directing them. Confirm which template is initiated when the SOS button is pressed in the Safety app and check which users have permission or were invited to view the video. Also confirm whether the account is a VCC account and whether there are related items in VCC that could affect visibility.

Users must be logged into their Everbridge account before clicking the SOS video link. Users cannot access SOS video links directly from text messages due to security restrictions. To view the video, ensure the user signs in to Everbridge and then opens the SOS safety-video link while logged in.

Next, verify that the user’s role includes the correct permission for SOS video content. To view SOS video feeds, the user role must have the Access Safety Messages permission. If users cannot see videos, system administrators should either add the Access Safety Messages permission to the current role or assign a role with appropriate video access permissions, such as a role that includes Universe Access Safety Message capabilities.

Users can view SOS videos from Visual Command Center (VCC) or from the Universe widget wall:

• VCC: Log in to VCC, open the Op Console, and go to RISK EVENTS > Mobile APP Safety Alerts to view live streaming and recorded SOS video. Live streaming automatically stops after 2 minutes.

• Universe: Open the Universe tab, expand the left-side widget wall, enable the Safety Messages (shield) widget, and set the timeframe long enough (for example, 6 months) to locate and review SOS details and play the video.

If authentication issues persist, users should clear browser cache and check for any network restrictions that might block video content access. Network or browser issues can prevent the authenticated session from passing correctly when opening the SOS video link.

Everbridge recommends reviewing the related article SOS Safety Videos — Recording Behavior, Where to View, and Access Permissions for additional context on how SOS safety videos are recorded, where they can be viewed, and how access is controlled. For information about how long SOS video recordings remain available, see EBS: How Long Do SOS Video Recordings Remain in the Everbridge Universe Safety Widget?.

When working with Everbridge Support, provide the exact SOS/video link and indicate who is trying to open it. Describe or capture where the link redirects, attach screenshots of the redirect or error page, and supply the name of the template that is initiated when the SOS button is used in the Safety app. Also include who currently has permission to view the video, which users were invited to view it, and state whether the account is a VCC account or if there are additional items in VCC that might be relevant. These details help accelerate troubleshooting.

For additional guidance on unauthorized access related to authentication, including Single Sign-On login errors, see EBS: Single Sign-on (SSO) Unauthorized Access Error When Logging in to the Everbridge Manager or Member Portals.

Organizations should follow their internal policies and only share SOS video links with users who are authorized to view safety-related content. Administrators can control who is invited to view SOS videos by managing roles, permissions, and the templates that are triggered when the Safety app SOS button is used.

Workaround

If users encounter unauthorized access when opening an SOS safety-video link directly from a text message, they can log into their Everbridge account in a supported browser first, and then open the same SOS link while already authenticated. If problems continue, they can clear the browser cache, verify that the browser allows the session to persist, and check for any network restrictions that might be blocking video content. Administrators can also direct users to view SOS videos through VCC under RISK EVENTS > Mobile APP Safety Alerts or through the Universe Safety Messages widget, provided their roles include the required permissions.