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Welcome to the frequently asked questions for the My511NY service. Here you will find information for My511NY content, registration, and troubleshooting technical issues. If you have a question that's not answered on this page, please contact us.


General



Cameras



Driving Times



Traffic Conditions



Transit Conditions



Phone



Registration



System



Troubleshooting



Commonly Used Terms



General

What is My511NY?

My511NY is a free, personalized service on the phone, mobile apps, and web that allows you to customize 511NY, your way. With My511NY, you build your own 511NY.org home page or bypass phone menu options to go directly to your information. During registration, you define and save up to six traffic trips, with names like "Home to Work" or "Work to Gym", six transit trips, and identify up to six CCTV traffic cameras you check most often. You can also sign up for up to six driving time trips for Long Island. Then you can access incident information for those trips on the 511NY phone service 511NY.org and the 511NY Mobile Apps. Click here for more My511NY FAQs.


Is the My511NY service free?
My511NY is the same as using 511NY. It is free to sign up and use on the Web. It is free on your landline phone, and on your cell phone, although depending on your agreement, charges may be incurred when using plan minutes.

I need help with a specific My511NY feature. Who do I contact?
Contact us to report problems.

How do I make a suggestion for the My511NY system?
Contact us to provide us with your thoughts and suggestions for improving the system.

What is the geographic coverage area for My511NY?
The My511NY service covers the same geographic areas as covered by the current 511NY Traffic and 511NY Transit systems. See the 511NY Traffic and Transit Conditions Map for more information. You can set up trips for only one or multiple calling regions within My511NY.

Are there other My511NY features planned?
There will be more personalization features coming for transit trips as well as a site for use with mobile devices

Can I get 511NY Alerts sent to me?
511NY Alerts are available through SEMO’s NY-Alert system. Please visit the NY-Alert/TransAlerts page for more information. Alerts are also available through the 511NY Twitter page.



Cameras

How many cameras can I select to be available on my personalized My511NY home page?
You can choose up to six different camera views, and nickname them, for display on your My511NY home page.

Can I name my cameras anything I want?
Yes, within the maximum length of a camera name of 30 characters.

Can I get video streams instead of camera images?
Due to bandwidth issues, only camera image snapshots are currently available.

Why can't I see the traffic camera video on the "Manage Cameras" page in my browser?
There may be times when a camera feed will be taken off-line for maintenance, technical difficulties, or due to privacy concerns during incidents and emergencies. There are other possible causes for lack of images, including incorrectly configured software on your computer. It may be necessary to clear the browser cache. If you are still experiencing difficulties, please contact us.



Driving Times

How often is the driving time information updated?
Driving time information is real-time and is updated as conditions change on the roadway. However, you will only see changes to your personalized driving times trips based on the refresh rate you have selected.

How are the driving times calculated for each trip?
Each trip consists of a number of roadways defined for the trip. Driving times for each segment of the trip are calculated and then combined to create the overall total driving time for the trip.

What roadways in New York State can I get driving times for?
Currently, driving times are available on the Long Island Expressway (I-495), the Northern State Parkway and Southern State Parkway.

Why doesn’t My511NY play the fastest trip first?
My511NY users are prompted to select a saved trip to play first on the phone and display first on the web. This is considered your primary route. You can log-in to your account to change this selection at any time.



Traffic Conditions

Can I choose a name for my trip?
Yes, you can choose an origin and destination name from the options in the pull-down menu. We do not have the capability for the system to recognize custom names, however, you should find the most common trip origin and destination names in the system.

Can I change my trip?
Yes. You can edit your saved information at anytime and change, delete or add a new trip.

Will My511NY give me information on an alternate route for my trip?
The system will not provide incident information about a trip unless you request the roadways associated with that trip. If you know an alternate route, you may want to make that one of your six trips.



Transit Conditions

Why don’t I see my public transportation system listed here?
If you don’t see your public transportation provider listed, we don’t receive incident, construction or closure information from them. The 511NY system currently receives incident information predominantly from providers in the New York City metropolitan area.



Phone

Can I use My511NY on the phone?
Yes. During registration, you can save up to three phone numbers that 511NY will recognize. When calling 511NY, the phone system recognizes My511NY users via caller ID and immediately asks for the name of a saved trip, set up during My511NY registration (e.g. "Home to Work"). My511NY will respond with current traffic information for your trip. If your phone number has caller ID blocked, you must say, "My 5-1-1" at the Main Menu. The system will respond by asking you to enter your 10-digit phone number. Upon recognition, My511NY will ask for one of your trip names and provide the current traffic information.

What My511NY features are available on the phone?
Currently, you can access traffic and transit conditions, and where available, current driving times for your saved trips via the My511NY feature in the 511NY phone system by providing a trip name that you saved during registration (e.g. "Home to Work").

Why isn’t the system recognizing my number from work?
Some businesses have an internal switching network and the number connecting the call on the outside may differ from your desk line. Say “My 5-1-1” at the Main Menu and verbally speak the number for your account to access your preferences. You can also use the touch tone to enter your phone number.

Can I save six trips for each calling region for 511NY?
No. You can save a total of six trips for the system as a whole. If you don’t have any trips saved in a calling region you are calling from, you will need to say “My 5-1-1” to access your information. My511NY will check for trips only from the calling region you are dialing in to. If you need information on a trip from a neighboring 511NY Calling Region, just say “Other Regions” to access your My511NY saved trips within that region.



Registration

Who can register for the My511NY service?
Anyone can register for the My511NY service.  All you need is a valid e-mail address, at least one phone number, and to agree to the Terms and Conditions of the My511NY service.

Why do you need my name and e-mail address for registration and is this information kept secure?
We need your e-mail address to identify you in the system and to communicate with you to verify the account. Your information is kept secure and is never shared with anyone outside of the My511NY services. You can read our privacy policy here.

I didn't receive my confirmation e-mail to complete the registration process. What happened?
The confirmation e-mail may have been incorrectly identified as SPAM by your e-mail system. Check your junk e-mail folder to see if this has happened. If you don't find it there, you may have entered your e-mail address incorrectly. If your e-mail address was entered correctly, then you can log into your account and follow the instructions to resend the confirmation to you by the My 511 service.

I registered for My511NY but forgot my user ID and/or password. How do I retrieve it?
You can retrieve your password if you know the user ID you used when you registered. Click on the Forgot your password? link in the sign-in box on the My511NY welcome page. There is no option to retrieve a forgotten user ID.

Can I opt-out of the My511NY service and have my account information removed?
Yes, please contact the 511NY Feedback team at 511NYFeedbackTeam@dot.state.ny.us with an e-mail requesting your My511NY account be removed. Please include 'Unsubscribe' in your subject line and your username and at least one phone number associated with your account in the email, and a 511NY associate will remove your My511NY account. When you choose to be removed from the My511NY service, you will no longer be able to access your personalized My511NY home page or use the My511NY features on the 511NY phone system unless you register again.

I registered for My511NY and received my confirmation e-mail but the link isn’t working. Why?
If your link is not working, try to copy and paste it into a new browser window.  If it still is not working, please contact us for assistance.



System

What browsers do you support?
The My511NY system has been tested with Internet Explorer 6.0 and above, and Firefox 2.0 and above. Other browsers may also work but are currently not supported.

I have a wide screen display. Why does the My511NY system only display in 1024-pixel width?
The width of the My511NY web pages are currently fixed in order to better manage the user experience and to provide maximum accessibility to the My511NY features available on the web.

Can I use My511NY from any computer?
Yes. Any computer that has access to the Internet, a compatible browser, and security settings to allow cookies will be able to access the My511NY service on the web.

Do I have to log in every time I visit My511NY?
The "Keep me signed in" feature can be used so that you do not have to log in every time; simply check the box next time you sign in. Your browser security settings need to allow for cookies. If the computer you are using is a shared computer, such as one at a library, it is best not to set the "Keep me signed in" feature.



Troubleshooting

I can't see the video from the traffic cameras I have selected. What's wrong?
There may be times when a camera feed is unavailable due to technical difficulties. There are other possible causes for lack of images, including incorrectly configured software on your computer. It may be necessary to clear the browser cache. If you are still experiencing difficulties, please contact us.

Why doesn't the phone recognize me as a My511NY user?
There are several reasons why you may not be recognized as a My511NY user when calling the 511NY phone system. These include: 1) calling from a phone other than one you identified during registration, 2) your caller ID is blocked and cannot be recognized by the system, or 3) a technical issue associated with your registration for the phone system has occurred. If your caller ID is blocked, you will have to say "My 511" at the 511NY Main Menu and then type in your 10-digit phone number when prompted. If you continue to experience this problem, please contact us to contact 511NY for assistance.

I set the "Keep me signed in" option on my computer at work, but the My511NY service doesn't remember me when I use my home computer. What is wrong?
The "Keep me signed in" feature utilizes cookies that are stored locally on your computer. This means that you will have to click "Keep me signed in" for each computer you use.

I saved my traffic trip but I do not see it on my home page.
My511NY displays trips on your home page in alphabetical order, so your most recently added trip is not necessarily at the bottom of your trip list. Check your trip list again and search alphabetically for your trip name. If you still do not see your saved trip, please contact us.

Why haven't I received my confirmation e-mail, and what should I do?
The confirmation e-mail has been designed to be accepted by spam filters. However, with high security systems, your spam filter might place the confirmation e-mail in a bulk or junk folder, or it might not accept the e-mail at all. To have your confirmation e-mail resent to you, sign in, and you will be directed to the "Unverified User" page where you can request a new confirmation e-mail.

If after requesting a new confirmation e-mail and checking your bulk/junk folder you still do not have the confirmation e-mail, we suggest:

1. You or your system administrator add "no-reply@511ny.org" as an accepted address to your spam filter.

2. Create a new e-mail address with Gmail or Yahoo or some other popular e-mail system. We know these systems accept My511NY e-mails, but some place them in the junk folder so be sure to look there.



Commonly Used Terms

Where can I find a list of Commonly Used Terms?
Below is a list of Commonly Used Terms found througout the My511NY Website:

Camera Views
Your favorite traffic camera views for display on your personalized home page. You can nickname and save up to six different camera views.

E-mail Communications
There are a couple of ways that My511NY will communicate with you via e-mail. The first communication is a requirement. My511NY sends a user verification e-mail to you. The e-mail asks you to click a link to verify that your e-mail address is active and is yours.

Keep me signed in
The My511NY feature that saves your login information and status on your local computer and allows for automatic login when visiting the site.

My 511 on the Phone
Personalized traffic trip information provided to My511NY users over the phone by calling 511NY.

The 511NY phone system recognizes My511NY users via caller ID. You can enter up to three phone numbers that 511NY will recognize. Upon recognition, the 511NY Main Menu is bypassed and a My511NY menu plays that asks for the name of any of your saved trips, such as “Home to Work”. 511NY will respond with current traffic, driving times or transit information related to the trip.

If your phone number has caller ID blocked, you must say, “My 511” at the Main Menu. The system will respond by asking you to enter your 10-digit phone number. Upon recognition, 511NY will ask for one of your trip names and provide the current traffic, driving times or transit information.

My 511 on the Web
Personalized traffic trip information provided to My511NY users on the web at My511NY.org.

511NY.org recognizes My511 users via a saved username and password. Once signed-in, you are taken to your personalized home page, which displays your favorite traffic trips and cameras. If you choose to stay signed-in to My11NY, you will automatically be taken to your personalized home page when you go to 511NY.org or My511NY there’s no need to sign in each time.

Password
A sequence of characters that must be provided along with a username in order to gain access to My 511 features. A password must consist of between 6 and 15 alphanumeric characters with no spaces.

Personalized Home Page
The home page of a registered My11NY user. You personalize the page by creating and saving favorite driving times trips, traffic and transit routes and cameras. Look for other personalization features in the future.

Preferred Trips
Favorite traffic, transit, and Driving Time trips that you define and save based on a starting and ending destination. These trips can be named using the set of predefined name options (e.g. “Home to Work”). You can get current trip information through My11NY on the Phone and My11NY on the Web.

Refresh
The frequency with which the current information is updated on your personalized home page. You can specify this setting in minutes.

Traffic
The My511NY features associated with real-time traffic conditions. These include incident information, driving times, map views, and traffic cameras.

Trip Option
One of the possible routes that My511NY generates when you create a driving times trip between a starting and ending point.

If there is more than one possible route option for your trip, My511NY asks you to select the route you want to display first on your personalized home page and play first when you call 511NY and use My511NY on the phone.

Note: My511NY on the phone only plays a maximum of two route options per trip. It will play your preferred route followed by the route with the shortest driving time.

Typical
The normal driving time for a preferred trip on a particular day of the week and time of day. This driving time is based on historical information maintained by the 511 system.

Username
A sequence of characters used as identification when logging on to My511NY. A username must consist of between 6 and 15 alphanumeric characters with no spaces.