In order for other users to see the alarms in the WIN-911 Log Viewer, they must be granted access to the LOG database in the SQL instance. This can be done using SQL Server Management Studio. Open SSMS as the account that is currently running the WIN-911 services (this account is granted sysadmin by default to the SQL instance).
Once logged into the WIN-911 SQL instance, expand the Security folder, then expand the Logins folder. You should see several different logins similar to the screenshot below. If you do not see NT AUTHORITY or NT SERVICE logins, then you are not logged in with the correct account.
To add users to view the WIN-911 Log Viewer, right-click on the Logins folder and select New Login...
Click on Search... in the top right, then enter in the user account you wish to add and select Check Names. Once you click on Check Names the user account will change to ComputerName\Username then click on OK.
Note that for domain accounts you will need to change the Location and may require a Domain Administrators assistance.
Now to officially grant this new login permissions to view the Log Viewer ONLY, click on User Mapping on the left panel then look for the MachineName.LOG database and select it. Now on the bottom section select the db_datareader and db_datawriter roles.
Click on OK. Minimize or Close SSMS and open the WIN-911 Log Viewer as the newly added user.
To create a support case, you will need either your Customer Care Code or your Serial number. You can create a Case online or contact the product support line: (512) 326-1011.