This article provides solutions for when a boomgate or PABX system is not responding as expected via the RMS MFI integration.

The RMS Multi Function Interface (MFI) Processor is a Windows application installed on-site that acts as a bridge between RMS 9+ and hardware systems such as boomgates and PABX phone systems. When these systems stop responding - for example, a boomgate not opening at check-in, or a PABX not updating on check-out - the issue is usually in one of a small number of areas that can be checked in order.

Before using this article, confirm which integration type applies to your property:

• Boomgate - vehicle access gates connected to RMS via a shared folder on the local network (used by Evolution, CS Tech, and similar systems).
• PABX - phone systems connected to RMS via the MFI and Comtrol Lodging Link middleware.

Quick Checks

Run through these first - they resolve the issue in most cases.

1. Confirm the MFI application is open and running on the designated on-site computer.
2. Boomgate: In RMS, go to Setup > Boomgate > Boomgate Setup and confirm Use 3rd Party Interface is enabled and a valid Shared Folder path is configured.
3. PABX: Confirm the Comtrol module is active for the property (contact RMS Support if unsure) and that Check In/Out Messages is enabled in the MFI General Settings tab.
4. Confirm the Web Services URL in the MFI matches the RMS address for the property.

Possible Causes

Cause 1: MFI is not running

The MFI runs as a foreground Windows application - not as a background Windows service. If the designated computer has been restarted, logged off, or the MFI has been accidentally closed, it will stop processing instructions from RMS and no boomgate or PABX commands will be sent.

Fix:

1. On the on-site computer, check whether the MFI application is open in the taskbar.
2. If it is not running, reopen the MFI application. Your original MFI setup documentation should have the file location.
3. Once the MFI is open, attempt the action in RMS again (for example, check a guest in) and confirm the boomgate or PABX responds correctly.

Cause 2 (Boomgate): Third-party interface not enabled or shared folder incorrect

For RMS to communicate with a third-party boomgate system, the Use 3rd Party Interface option must be enabled in RMS and a Shared Folder path must be configured. RMS writes an access file to this folder when a guest checks in or out - the boomgate software reads, processes, and deletes that file. If the setting is not enabled, or the folder path is wrong or inaccessible, no access data will reach the boomgate.

Fix:

1. In RMS, go to Setup > Boomgate > Boomgate Setup.
2. Select the property.
3. Scroll to Boomgate Options and confirm the Use 3rd Party Interface checkbox is selected.
4. Confirm the Shared Folder path is correct and that both RMS and the boomgate software can access it on the local network.
5. Save and test by processing a check-in.

Cause 3 (Boomgate): Shared folder not accessible to boomgate software

Even if the Shared Folder is configured in RMS, the boomgate software must also have access to the same location on the network. A network permissions change, a drive mapping issue, or a different user account running the boomgate software can break access silently - RMS writes the file but the boomgate software cannot find it.

Fix:

1. On the computer running the boomgate software, confirm the Shared Folder path is accessible and that the software is pointed to the same location configured in RMS.
2. If the path uses a mapped network drive (for example, Z:\boomgate\), confirm the drive mapping is active for the user account running the boomgate software.
3. Contact your IT team if network permissions may have changed.

Cause 4 (PABX): Comtrol not enabled or misconfigured in MFI

PABX phone systems connect to RMS via Comtrol Lodging Link, a middleware solution that the MFI forwards check-in and check-out messages to. For this to work, the Comtrol module must be active for the property in the RMS Client Database, and the MFI must be configured to send check-in and check-out messages via the Comtrol Settings tab.

Fix:

1. Contact RMS Support to confirm the Comtrol module is enabled for the property in the Client Database.
2. Open the MFI application and navigate to the Comtrol Settings tab.
3. Confirm Connect to Comtrol Lodging Link is enabled and the IP address and port are correctly configured.
4. Navigate to the General Settings tab of the MFI and confirm Check In/Out Messages is enabled.

Cause 5: Web Services URL is incorrect

The MFI uses a Web Services URL to receive instructions from RMS and send status updates back. If this URL does not match the address for the property in RMS, the MFI will not receive commands. See Webservices Password for information on this setting.

Fix:

1. Open the MFI application and check the Web Services URL in the settings.
2. Confirm it matches the address used to access RMS at the property.
3. If you are unsure of the correct URL, contact RMS Support to confirm the Web Services address for the property.

Cause 6: Errors visible in MFI logs

The MFI records all commands received from RMS and any errors returned. Reviewing the logs is the fastest way to identify what is failing.

Fix:

1. Open the MFI application on the on-site computer.
2. Navigate to the Troubleshooting tab within the MFI.
3. Review the log entries for errors at the time the issue occurred.
4. Note any error messages and include them when contacting RMS Support - this significantly speeds up diagnosis.

Cause 7: Boomgate or PABX software is not running

If the MFI is running and correctly configured, but the boomgate or PABX is still not responding, the issue may be with the third-party software or hardware itself.

Fix:

1. Confirm the boomgate control software or PABX software is open and running on the designated computer.
2. Check for any alerts or errors displayed in that software.
3. Restart the boomgate or PABX software if it appears unresponsive, then test again from RMS.
4. If the issue continues, contact your boomgate or PABX vendor for assistance.

Still Not Working?

If the boomgate or PABX is still not responding after working through the causes above, contact the RMS Support team. When lodging your request, include:

• The property name.
• The integration type (boomgate or PABX) and the vendor name (for example, Evolution, CS Tech, Comtrol).
• The date and time the issue first occurred.
• A description of what was attempted in RMS (for example, check-in on Reservation 12345).
• Any error messages visible in the MFI Troubleshooting tab logs.
• The MFI version number (visible in the MFI application).

Related Articles

• Set up the Boomgate module
• Setup Auto Boomgate Access Number
• Multi Function Interface (MFI) Cloud Processor
• Webservices Password