Issue:



A WIN-911 Mobile Web App issue caused WIN-911 Mobile Runtimes to lose connectivity, which resulted in notifications not being sent. If you are experiencing this issue, you will see the following error message upon opening the WIN-911 Mobile app. See the bottom of the article for a detailed explanation of the issue.




Resolution:


Restart the WIN-911 Mobile Runtime service using the instructions below.


Open Services:




Right-click WIN-911 Mobile Runtime and select Restart:



Detailed Explanation:


On the morning of September 7th, 2022, the WIN-911 Mobile Cloud experienced a timeout against Microsoft servers while refreshing tokens used to secure communications with WIN-911 sites. We rectified the issue and restarted Cloud services at 12:30 pm (CST) on September 8th.


Regretfully, automatic reconnect logic in the WIN-911 Mobile runtime does not consider a token change; WIN-911 Mobile sites will require a manual restart to ensure their continued operation. Runtimes not restarted are expected to lose connectivity between the site and client devices. 


WIN-911 always recommends utilizing multiple notification methods to avoid missing notifications when one notification method is temporarily unavailable. While not necessary in the near term, we recommend upgrading to the WIN-911 2021 R6 release of our Mobile notifier upon its release as it will feature improved reconnect logic.