Issue


When opening the WIN-911 Mobile app, you receive an error stating, "An error was encountered while contacting your WIN-911 system"


Solution


The WIN-911 Mobile Runtime is no longer communicating with the WIN-911 Mobile Web App hosted online. You will need to restart the WIN-911 Mobile Runtime service to restore connectivity. If you are also using the WIN-911 Mobile Hub, you will need to restart it as well. 


Restart WIN-911 Mobile Runtime (If you are using a WIN-911 Mobile Hub, skip these steps and follow the Mobile Hub Steps below)

  1. Log into the system running the WIN-911 Mobile Runtime
  2. Go to Windows Services and locate the WIN-911 Mobile Runtime and restart the service
  3. After waiting a minute, open the WIN-911 Mobile app and confirm you are now able to communicate with your WIN-911 system


Mobile Hub Steps

  1. Log into the system running the WIN-911 Mobile Runtime
  2. Go to Windows Services and locate the WIN-911 Mobile Runtime and stop the service
  3. Log into the system running the WIN-911 Mobile Hub
  4. Go to Windows Services and restart the WIN-911 Mobile Hub service
  5. Go back to the WIN-911 Mobile Runtime system and start the WIN-911 Mobile Runtime service
  6. After waiting a minute, open the WIN-911 Mobile app and confirm you are now able to communicate with your WIN-911 system