Pennsylvania’s emergency response system faced a major test Friday as officials reported statewide intermittent failures in the 911 service, leaving millions of residents with unreliable access to help in a crisis. The disruption, first detected around 2 p.m., triggered a flurry of alerts, press conferences, and technical troubleshooting as authorities scrambled to keep the state’s lifeline to police, fire, and medical services open.
The trouble began when the Next Generation 911 system, the state’s modern emergency call network, started intermittently dropping calls—some never reached dispatch centers, while others arrived missing crucial data like the caller’s location or phone number. The issue was first flagged in Delaware County but quickly spread, with counties across Pennsylvania reporting similar problems.
Randy Padfield, director of the Pennsylvania Emergency Management Agency (PEMA), said at a news conference that the situation was “an anomaly” for the system, which has previously performed flawlessly during high-stress events like severe weather. “Currently, our teams are engaged with the public safety answering points or 911 centers and the Next Gen 911 service provider, monitoring the system, and the system continues to have some intermittent connectivity issues at this point in time,” Padfield explained.
Out of an abundance of caution, officials sent a Wireless Emergency Alert and Emergency Alert System message to residents’ phones, urging them to use alternative methods to reach help if 911 was unavailable.
Governor Josh Shapiro took to social media to reassure Pennsylvanians:
“We are on top of the issue and working to restore full service as quickly as possible. In the meantime—stay calm, follow the directions of PEMA and local authorities, and do not call 911 for any reason other than an emergency,” he posted.
Padfield emphasized not to “test” the system by making non-emergency calls, as abandoned calls require follow-up and can further strain resources. “If they test the system and hang up, that is considered an abandoned call. The 911 centers have to go back and investigate that call. So, we ask for the public’s cooperation,” he said.
As of Friday evening, the exact cause remained a mystery. Officials ruled out a cyberattack or a recent software update as likely culprits. Instead, Padfield suggested the problem could be due to a software glitch, hardware failure, or an external issue with the third-party provider that manages the network for the state. Technical teams from both the state and the vendor were actively troubleshooting to pinpoint and resolve the issue.
The trouble began when the Next Generation 911 system, the state’s modern emergency call network, started intermittently dropping calls—some never reached dispatch centers, while others arrived missing crucial data like the caller’s location or phone number. The issue was first flagged in Delaware County but quickly spread, with counties across Pennsylvania reporting similar problems.
Randy Padfield, director of the Pennsylvania Emergency Management Agency (PEMA), said at a news conference that the situation was “an anomaly” for the system, which has previously performed flawlessly during high-stress events like severe weather. “Currently, our teams are engaged with the public safety answering points or 911 centers and the Next Gen 911 service provider, monitoring the system, and the system continues to have some intermittent connectivity issues at this point in time,” Padfield explained.
Out of an abundance of caution, officials sent a Wireless Emergency Alert and Emergency Alert System message to residents’ phones, urging them to use alternative methods to reach help if 911 was unavailable.
Governor Josh Shapiro took to social media to reassure Pennsylvanians:
“We are on top of the issue and working to restore full service as quickly as possible. In the meantime—stay calm, follow the directions of PEMA and local authorities, and do not call 911 for any reason other than an emergency,” he posted.
What should residents do?
Despite the technical glitches, most 911 calls were still going through, and officials urged residents to continue using 911 in emergencies. However, if a call failed, people were instructed to contact their local 911 center using its non-emergency seven-digit line or check county websites and social media for updates.Padfield emphasized not to “test” the system by making non-emergency calls, as abandoned calls require follow-up and can further strain resources. “If they test the system and hang up, that is considered an abandoned call. The 911 centers have to go back and investigate that call. So, we ask for the public’s cooperation,” he said.
As of Friday evening, the exact cause remained a mystery. Officials ruled out a cyberattack or a recent software update as likely culprits. Instead, Padfield suggested the problem could be due to a software glitch, hardware failure, or an external issue with the third-party provider that manages the network for the state. Technical teams from both the state and the vendor were actively troubleshooting to pinpoint and resolve the issue.
