CSC: AskZenlinc

What is AskZenlinc?

AskZenlinc is a free application that provides immediate access to accurate, real-time information about the contents of railcars on a train. It serves emergency responders who arrive first to the scene of a rail emergency and is available in the US, Canada, and Mexico. Available on Windows Desktop devices, iOS, and Android devices through the Apple app store or Google Play store. The app provides all users with access to Emergency Railroad and Hazardous Materials contacts as well as Emergency Response Guides (ERG) created by Pipeline and Hazardous Materials Safety Administration (PHMSA). Users can submit their information for approval to the Class 1 Railroad sponsors for access to look up equipment and train contents and the Top 125 Hazardous Materials Transported by Rail in Tank Cars.

AskZenlinc acts as a third line of information and should not be treated as the primary source of information. If emergency responders at the scene of a rail incident cannot locate the Conductor, Engineer, or physical train consist, they will then need to reach out to the railroad directly. Users can use AskZenlinc to query the contents of a rail car with the equipment initial and number (excluding leading zeros) and review the contents of each car, the surrounding cars (with consist access), and how to handle any hazardous materials. If the railroad is already aware of the incident, it will contact the appropriate local authorities and provide the train consist.

 What is the overall purpose of AskZenlinc and its value to the freight rail industry?  

AskZenlinc gives first responders immediate information about railcars carrying hazardous materials and is an invaluable tool for helping prepare those on the front line should a rail incident occur. Coupled with emergency training and response planning, AskZenlinc augments the flow of information and specifics between freight railroads and emergency first responders in communities along the nation’s 140,000-mile freight rail network.

General Information 

 Basics

• The app can be requested and downloaded through the AskZenlinc.US website which provides links to the App Store, Google Play Store, and a download to the Windows Desktop Application.
• AskZenlinc is available to anyone, however, sponsor approval is required to access all areas of the application (Car Look-up and Top 125).
• AskZenlinc is available for both iOS, Android, and Windows desktops commonly known as internet-ready-devices (IRD).
  
   
  • iPhones and Apple tablets have the iOS operating system and appear in the Device type column as iOS.
  • Android phones and tablets appear in the Device type column as Android.
  • Desktops appear in the Device type column as “IRD”.
• Users must request access to the app. Authorization is managed by Class 1 railroad sponsors, including BNSF, CN, CPKC, CSX, NS, UP, and Genesee & Wyoming affiliated RRs.
• The maximum number of devices a user can have is 99. However, the sponsoring road can specify this to be less. Most users are granted 1 to 3 devices. If the user would like more devices, they will need to reach out to their sponsoring road to adjust their maximum device limit.
• Users should contact the sponsoring Class I railroad without delay under the following circumstances:
  • If they transfer to a new emergency response agency or leave their current position.
  • If their mobile device is lost or stolen.
  • If they suspect that someone is misusing the AskZenlinc app.

Key Customers

• Emergency Responders / First Responders

• Class I Carriers + Amtrak

• Security and Emergency Response Training Center (SERTC) Trainers

The standard process for getting access to the AskZenlinc application is as follows:

1. An emergency responder attends and completes a rail emergency training course hosted by a Class I freight railroad.  The Class I adds them to AskZenlinc.
2. An AskZenlinc invitation email is sent to each registered email address that includes a link to the URL where the user can download the application.
3. The first time the application is launched, the registration screen opens. Users enter their name, phone number, and email address and click on Register. The mobile device data is captured by the user portal.
4. Users receive a confirmation email that includes a validation link.
5. The user clicks the validation link to activate access to the AskZenlinc query functionality.

Tasks performed by CSC:

• Assist users with registration
• Disable user devices (Not Revoke)
• Provide support related to data issues and registration

AskZenlinc Facts

• There is 1 SSO permission that a user can have: AskZenlinc Equipment Characteristics User - This is the only SSO user role that should be granted to users. "AskZenlinc Equipment Characteristics User" role is provided to users who will need to review Umler Equipment Characteristics within the app who already have query access to Umler.
  
   
• CSC on-call phones have AskZenlinc installed for training usage
  
   

 SLA – emails should be answered within 24 hours.

 Expected volume – The highest volume of searches will occur during training classes and emergencies. The average daily volume will be insignificant.  

 Escalation procedure:  CSC assigns ticket to Support and Support assigns ticket to Business Analyst 

AskZenlinc FAQ

Where does the data in AskZenlinc come from?

The single-car lookup data accessible via the AskZenlinc mobile application comes from Zenlinc data systems and Class I railroads. KCS and WE push their consist data to Zenlinc using FTP and the messages can be found in RMC by searching for TRNE03 messages. The other 6 class 1 carriers have a round-robin pull method. This means meaning that when an equipment search request comes in, Zenlinc sends a request to BNSF and asks, 'do you have this consist?' If no, then Zenlinc asks the CN, if no, Zenlinc asks CPRS, and so on until the consist is found or the request times out (60 seconds).

Is the application supported 24x7? 

No, the application will not be supported 24x7, support will be provided during regular business hours.

With which Zenlinc systems does AskZenlinc interact?

The AskZenlinc mobile application connects via web services to several of Zenlinc's internal services.

• Common Tracing Platform (CTP), which is the foundational element of the RailSight suite of applications. Data in the common trace/RailSight platform is provided to Zenlinc from the railroads.
• Standard Transportation Commodity Code (STCC) industry reference file which provides the commodity information for AskZenlinc to display in car lookup and view train.
• Hazardous Matierials (HAZMAT) industry reference file which provides AskZenlinc information on if the commodity is hazardous and, if so, the corresponding Emergency Response Guide (ERG) that provides handling information.
• Consist service which sends the requests for consist to pull carriers and stores the request from both pull and push carriers. A consist is an EDI 418 and provides the line-up of equipment on a train.
• UMLER service which provides equipment information like the equipment type.
• Waybill service which provides equipment, commodity, and Railroad contact.
• FindUs.Rail service which provides all primary contacts for the Emergency Contact category.

 Which railroads will have data in AskZenlinc?

Hazardous materials data from all Class I railroads and Wheeling and Lake Erie (WE) are available via the AskZenlinc mobile application. Zenlinc is working with Wabtec (previously GE/ShipExpress) in 2020 to retrieve short line consist data. Wabtec represents more than 80% of short line data transfers. New data is updated in AskZenlinc from short line railroads. 

Why would a railcar ID query in AskZenlinc return "no data"?

This could occur for a number of reasons including user error when inputting the ID, a loaded railcar without waybill information, or an empty local move that does not involve interchange. Because more than 80 percent of empty movements and more than 90 percent of loaded movements are logged across the industry, "no data" would be a rare exception. In order for the details to display correctly, the railcar (including intermodal containers) has to be registered in Umler. Please check the railcar ID in the Umler Query. If there is no result, then the railcar is not registered in Umler. Therefore, there will be no data showing in AskZenlinc. 

What specific railcar data will emergency responders see when performing a query in AskZenlinc?

Emergency responders will see the following information for a hazardous commodity by performing an AskZenlinc query on a railcar:

• Loaded or empty status
• Equipment Type
• Quantity
• UN/NA ID for identifying hazardous materials
• Proper shipping name (PSN) for the railcar's contents
• Hazard class for the railcar's contents
• Packing Group for the railcar's contents
• Railroad name (from waybill)
• Railroad's emergency contact information

Would an emergency responder use the application at any time other than immediately following an incident?

Emergency responders could use AskZenlinc as a training aid. The application will include a list of the 125 hazardous materials most commonly shipped by rail, which they could use to prepare for various scenarios. AskZenlinc also will integrate information from the Pipeline and Hazardous Materials Safety Administration's (PHMSA) Emergency Response Guidebook (ERG) and can be used as a reference resource.

What is the Pipeline and Hazardous Materials Safety Administration's Emergency Response Guidebook (ERG)?

The ERG is the emergency response community's industry-standard reference guide for responding to a transportation incident involving dangerous goods and/or hazardous materials. Published by the PHMSA, it is integrated with the AskZenlinc mobile application to provide emergency responders with easy access to critical response information.

How quickly will the application display railcar data?

Single car lookup in AskZenlinc produces near instantaneous results. The application will display consist data in less than one minute. Consist data will be available only to upper-level emergency response personnel such as fire chiefs.

Are the phone numbers listed on a single screen or do they appear with associated railcars that are returned from a query?

Both. The contact list screen will display the emergency contact information for all Class I railroads. The search results page that appears when a user queries a railcar will display emergency contact information for the carrier who last reported an event on the car.

Application Access

Who can download AskZenlinc?

Only qualified users and emergency responders who have completed industry-sponsored training can get access to the application.

Where can emergency responders download AskZenlinc?

After completing industry-sponsored training, emergency responders will receive via email the URL for an unlisted website where they can download AskZenlinc. Users must register their mobile device and activate their account via a validation link in order to use AskZenlinc.

What mobile device information will a user have to provide to register a device?

Users do not have to provide information. ARA will log the mobile device's identifying information when a user launches AskZenlinc for the first time and registers.

What levels of access are available for AskZenlinc?

There are two levels of access available for emergency responders:

• Single-car: These are users who have downloaded the application, completed industry-sponsored training and have been granted permission to query single railcars.
• Consist-level: These are users who have downloaded the application, completed industry-sponsored training and have been granted permission to query consist data.

Could Zenlinc shut down the application on a user's mobile device or revoke a user's access?
Yes. Product Support can disable access on a specific device or revoke an individual user's access entirely.

What reference materials are available for AskZenlinc?

AskZenlinc Website

• Provides Basic information as well as contact information for the Class I Railroads

AskZenlinc 101 User Guide for CSC 

• Internal Only Guide for using the AskZenlinc User Management Portal (AskZenlincUM)

AskZenlinc User Guide

 

Reference Videos:

AskZenlinc Introduction

Using AskZenlinc Reference Materials

Registering to Use AskZenlinc

CSC Contacts for AskZenlinc

**CSC should only contact Product Support for involved or important cases**

• Primary Contact: Cindy Zhang(AskZenlinc Product Support)
• Secondary Contact: Meshalle Carter (Asset Characteristics Product Support Manager)
• Tertiary Contact: Grant Francis (AskZenlinc Business Analyst)
• For After Hours contacts refer to CSC On-Call Book

AskZenlinc Industry Contacts

Each sponsor railroad elects members to review and approve users. You can view the approver by clicking on the row for the proper user in AskZenlincUM (AskZenlinc User Management). 

Common Issues and Error Messages

1) If an approved user requests an email address change they must reach out to their sponsoring Class I railroad representative. 

2) Consist-lookup access request 

• If an active user requests his/her single-car lookup to be upgraded to consist-lookup, ask him/her to contact the sponsoring Class I railroad representative for approval.

3) Someone other than the official approver (listed below) approves a user for access from a Class I railroad.

• Contact the Class I representative directly and inform him/her of the situation. (If the Class I representative approves the person, he/she will have to submit the user using the standard registration template.)

4) Lost/Stolen mobile device

• If a user reports that his/her mobile device is lost or stolen, then the user should contact their sponsoring Class I railroad representative.

5) New mobile device

• Disable the access on the old mobile device.
• Download the application and register the email address again.

6) Consist-Lookup is not working

• Not every user has consist-lookup access. Check the device permissions; if the user has consist-lookup access inform him/her that it might take up to 15-30 seconds for the “View Train” button to light up and the consist data to appear.

7) Error message: “AskZenlinc cannot be downloaded at this time”

• Solution: The operating system is outdated. (iOS must be 13 or above, and Android must be 10 or above.)
  
   

Common Issues	Causes	Resolution
"Unable to add device" Error	User has reached the maximum number of devices	Compare the number of Allowed Devices by checking the More Data check box and scrolling to the right and comparing this number of devices the user has by clicking the Manage Devices icon tab
	User's Supervisor information is the same is as user	"Everyone has a boss" and the user should list that person, not themselves
	User gets a new device and tries to add it during the recertification process	After confirming the user has not reached the maximum number of devices, set all devices to Disable and save. Then revert the user approved devices to the previous status of Consist or Car and save.
	User has an Android device and tried to register an incorrect email or cannot complete registration	The user must clear the Application data, uninstall the app, restart the device, and install the app. Usually clearing the application data will allow the user to enter the correct information but other steps ensure no cached data remains. Be sure to disable all consist devices.
	User has an iOS device and tried to register an incorrect email or cannot complete registration	When all the above fails, disable all devices and have the user uninstall and reinstall the app then try the recertification process again.
Verification Link Invalid	The user did not check the email and it has expired or the user clicked the link more than once. This can also be caused by the browser of the device, have the user check their email on a different device, preferably a desktop/laptop. They may need to clear their browser cache if issue persists.
Recertified but still receiving notifications of needing to recertify	The user has more than one account/email	Search by the user's name or some variation of it and then have the user confirm which account & devices are active. The user can decide which account they want to keep. If the user wants to update the email, the Class 1 sponsor can be reached via email which is found in the AskZenlincUM by checking “All Data” checkbox.
	The user recertified after the distribution list was pulled	Still have the user confirm the devices and ask them to check what the status is in their profile (menu icon in the right top corner >> select Profile >> Third line from the top). If the user is certified, it should say Consist Lookup Access or Car Lookup Access.
User Retired		Please send to PS
User Unable to access Umler Characteristics Query in App	The user does not have the correct UMLER permissions	Send to PS to confirm. User must have UMLER Query permission. If yes, to query in AskZenlinc, permissions must be App Umler Characteristics >> AskZenlinc Equipment Characteristics User
AskZenlinc User Confirmation says "Invalid Code"	Tends to only happen with Outlook	User must go back to your profile within AskZenlinc (menu icon in the top right). The Status (under your email) should say “Email Verified” If the Registration tab is enabled, you can complete registration.
Unable to search for a car	Once the user enters data, they must hit the return button on the keyboard to initiate the search. Below are three screenshots showing the search, the spin indicating the search is working, and the results.

User Request for Access

Registration:

1. Registration is up to the Class I's. If a new user would like to have access, direct them to www.AskZenlinc.us. Here they can contact the Class I they would like to receive sponsorship from.

Disabling Access on a Specific Device

1. To disable a single device, select the email address, and it has a pop-up, click the Device with the phone icon

Use the edit under the Action section and then the drop-down to change the access type from Consist to Disable. If a user has multiple devices, they can find their app ID by selecting the “ ” at the top right of the app and then Profile.

The user can check the App ID of the device by going to their Profile screen.

• On the iPhone, the registration screen is accessible through “ ” located at the top right of the screen.
• On the Android, the user may access the registration screen by clicking on the vertical ellipsis located at the top right.

How to clear application data

Android Clear Application Data

Simple version

1. Enter device’s Settings Menu >> look for Apps or Applications >> find AskZenlinc and select >> select Storage >> Clear Data >> Select OK
2. Return to the AskZenlinc Application and you will be required to start the process from the beginning, including verifying your email address and registering your device.

Complex version - should only be used if the issue persists after initial clearing of app data

Please follow these steps in the order described. When you return to your profile page you should see the area that says Status Consist Lookup Access.

1. Clear the application's data/cache Settings >> Apps or Applications >> select AskZenlinc >> select Storage >> Clear Data >> confirm by selecting OK
2. Uninstall the program
3. Restart the device
4. Install the app and a new registration prompt should appear.
5. Complete device registration When you open the app, there should be a blue Complete Registration button, tap this button. Fill out your first and last name and the correct email.
6. Confirm the email address - preferably on a different device.
7. Return to AskZenlinc application and click Continue or pull down from the top of the screen to refresh the screen. This should have a new app ID (or application ID), the proper email, and a Status that says Email Verified.
8. Complete Device Registration Click the Registration > tab, verify the information’s accuracy while scrolling to the bottom, tap (do not slide) to toggle the two buttons on the bottom to "sign" the page and Submit.

iPhone Clear Data

Uninstall and reinstall the application.

Recertification (This process is currently on Hold.  Will possibly be reinstated in 2024)

Update the App

If you experience any issues, ensure that the application is up to date. AskZenlinc is currently on 6.1.0, which you can verify by clicking the menu at the top right and then clicking on “About”. If your application is out of date you can find the most current version linked at AskZenlinc.us.

Recertify Before Suspension

Please go to your profile in the AskZenlinc app by clicking the icon in the top right, click Registration and verify your information.  Once verified you will see two radial buttons or toggles at the bottom, toggle these by tapping and Submit. If you are still receiving an error please let me know and if possible, send a screenshot of the error.

Recertify After Suspension

To recertify, please open the AskZenlinc application and confirm your information by clicking the banner at the bottom or by selecting the icon in the top right of the application (an "i" symbol on Apple devices and three dots on all others) >> select Profile >> select the Registration tab. Please ensure that the information is correct while scrolling down and that you have agreed to all items on the form at the bottom by tapping and not sliding the toggles (they should show green) before submitting. 

User is Now Revoked After Not Completing Recertification

Only a Class 1 Railroad can reauthorize a user once revoked. Please review the user’s account in AskZenlincUM (user management), select the “All Data” checkbox, and the approver’s email should be provided to the user along with the generic email for the class 1 railroad found at the bottom of the AskZenlinc.US webpage.

Manage Devices User View

Once you have selected the manage devices tab, all of your registered devices are listed. If you select the device you are currently on, the only option you can select is to rename the device. If you select any other device, you can update the status to disable the device. If the device is disabled from the user management portal, the user can still enable the device but it may take time to re-enable. 

User Denied

When a user is denied authorization and want to resubmit, the user must return to the application >> go to the user profile (Icon in the top right) >> Profile >> Registration tab >> The reason the user was denied will be included in the email the user receives which should be used to update the user’s information. At least one update must be made to be able to resubmit the request. If no changes are made, the request will not be resubmitted. 

System Requirements

Android devices require the Android operating system version 10 or higher

Android is the mobile operating system developed by Google for smartphones such as Samsung Galaxy, HTC One etc.

Apple devices require iOS operating system version 13 or higher

iOS is the mobile operating system developed by Apple for Apple hardware such as iPhone, iPad etc.

Internet Ready Devices require the Windows operating system version 7 or higher

KB Reviewed: 02/06/2025