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An error was encountered while contacting your WIN-911 system

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

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