1. Mobile-911 Stuck in Pending Status After Acknowledgement

A. Problem Description

When using the Mobile-911 smartphone application and the user acknowledges the alarm, the app becomes stuck in Pending Status as indicated by the blue arrows.  

B. Cause 

A state change is any transition of Inactive/Active or Acknowledge/Unacknowledged as indicated by the blue arrows in the drawing. If WIN-911 is not configured to Renotify on a state change, then the Mobile-911 user will not receive the Acknowledgement confirmation message back from WIN-911. 


C. Solution

1. In the WIN-911 Workspace, select the Strategies tab, under Notifications

2. The image below shows the recommended strategy configuration. First set the Stop Condition to Alarm Becomes Terminal.

3. Check the box at the bottom of Policies to Renotify on any state change.

With these new settings, the user will now be updated any time the status of the alarm changes. The Strategy will now stop when the alarm is Terminal (Acknowledged and Inactive).

Technical Support

To create a support case, you will need either your Maintenance Support number or your CD Tracking number. You can create a Case online or contact the product support line: (512)326-1011.