1. WIN-911 Mobile Gateway and Login Management

This article will discuss the management and login for the WIN-911 Mobile Gateway account, and the user account management for WIN-911 Mobile. 


A. Configuring the WIN-911 Mobile Gateway 


Upon purchase of WIN-911, you will be provided with an account that allows your WIN-911 Mobile Gateway access to WIN-911 Mobile Cloud Services. Each Gateway account is unique to a WIN-911 installation; do not attempt to reuse an existing Gateway account.


If you have not purchased a license and would like to demo the mobile app with your demo installation of WIN-911, contact  sales@win911.com or 512-326-1011 to set up a 30-day temporary Gateway account.  

The Gateway Account credentials issued by WIN-911 will include a temporary password that must be changed before access to WIN-911 Mobile Cloud Services is permitted. Change your password by logging in to https://login.microsoftonline.com.

Note: While the username resembles an email address, this username is not associated with any email inbox and cannot be used to send or receive emails. 

A.1 Password Reset

  1. Access https://login.microsoftonline.com in a web browser

  2. Enter the account credentials you were provided by WIN-911. 

  3. Enter a new password.

  4. You will be prompted to enter a phone number or email address should you need to recover your account.

  5. After you've entered either a phone number or an email address, your password will be reset and is ready for use with WIN-911.

B. WIN-911 Mobile Gateway Setup

Open the WIN-911 Workspace and navigate to Contact > Gateways > WIN-911 Mobile. Next, enter a descriptive Site Name – this value is user-defined and will be displayed in the WIN-911 Mobile apps associated with this site. Then enter the credentials for the Gateway Account. If you are using the optional Mobile Hub component, enable it here.  


Finally, click Validate Credentials to ensure connectivity between your WIN-911 Site and the WIN-911 Mobile Cloud Services. Once you have validated your credentials, you are ready to configure users as Connections. 

NOTE: The Online Gateway Management link shown on the WIN-911 Mobile Gateway configuration screen is for management of accounts associated with your WIN-911 Gateway. It is not normally necessary to visit this link unless directed by WIN-911 Support. 


2. Configuring WIN-911 Mobile Connections 


To create a connection, you’ll need an active email address owned by the WIN-911 Mobile App user. Navigate to Contact > Connections > WIN-911 Mobile to create new user accounts for the WIN-911 Mobile application. 

NOTE: If your organization uses Office 365 or Microsoft accounts, it is recommended that those email addresses be used for creating a WIN-911 Mobile connection. This is because WIN-911 Mobile uses Microsoft Azure for authentication and it requires linking a Microsoft email to the registered Mobile user. If the email address provided is not already associated with a Microsoft account, it will become associated through the registration process described here. 


Upon saving a Connection, WIN-911 Mobile Cloud Services will automatically send a Get Started email to new users. You may resend this invitation at any time using the provided button on the Connection workspace. 


The email invitation (shown here) will guide the user through a simple, online registration process that will create a password (if the address is not already associated with a Microsoft account) and prompt the user to accept required app permissions.  



After selecting accept you will be taken to the login screen for the Mobile Gateway. Sign-in to the Gateway and then open the WIN-911 Mobile App and sign in on your mobile device 



 NOTE: If a user changes the password for their email, they must re-login to the WIN-911 Mobile App. 



3. User Account Password Management and Recovery. 


Mobile users (Connections) can manage their own passwords and change them at any time through https://login.microsoftonline.com. Users will need to log in again to instances of the WIN-911 Mobile app, but no action is necessary for the WIN-911 Configuration. 


NOTEWIN-911 Site Administrators can manage their Gateway password online as well. Changes to this password will require reconfiguration of the WIN-911 Gateway and will disrupt alarm notification. WIN-911 Software does not manage this Gateway password; however, our Support team can reset the password to a new temporary password on request. 


4. Gateway Credentials are already Registered Error

Each set of Gateway Credentials can only be used with one WIN-911 installation.  This error commonly appears when WIN-911 has been restored or installed on a different machine. 


In order to clear the Site Registration as instructed in the error pop up, log in through the Gateway Management portal link.  Once logged in, you will see all your WIN-911 Mobile connections listed.  In order to clear the site registration, you must delete all of these connections from the Gateway Management list.

Now validate the WIN-911 Mobile Gateway credentials and it will succeed.  Easily re-add the WIN-911 Mobile connections by going to each WIN-911 Mobile connection and Send Invitation.  The recipients do not need to do anything with this second invitation.  

After a few minutes, you can re-log into the Mobile Management Gateway and the connections will appear there. 

Additional Resources 




Knowledgebase Articles  

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.