This article explains the messages that appear when the RMS MFI Processor has stopped, and what the property needs to do to get it running again.

Overview

The RMS MFI Processor, also called the Multi-Function Interface (MFI) Cloud Processor, is a Windows application that passes information between RMS and on-site systems such as door locks, boomgates, PABX phone systems and Point of Sale (POS) systems.

When it stops, those systems cannot exchange information with RMS: key cards cannot be created from RMS, new boomgate access codes do not reach the boomgate, and PABX or POS charges do not post to RMS.

The sections below list the messages that show the processor has stopped, then cover each cause from most to least common.

Applies to: properties that run the RMS MFI Processor on a Windows computer for a door lock, boomgate, PABX, POS or other on-site integration.

Before you begin: you need access to the computer where the RMS MFI Processor is installed.

Please Note! RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.

Messages That Show the MFI Processor Is Not Running

RMS and the RMS MFI Processor show the following messages when the processor has stopped or cannot connect to RMS.

Quick Checks

Run these checks on the computer where the RMS MFI Processor is installed. This is usually the computer running the door lock, boomgate, PABX or POS software, which the warning email calls the server computer.

1. Check the computer is switched on, awake, signed in to Windows and connected to the internet.
2. Double-click the RMS MFI Processor icon in the Windows system tray to open the processor window.
3. Check the title bar reads "RMS MFI Processor - Running" and the "Next Update In [x] Seconds" countdown is moving.
4. Select "Update Now" and check that no new error messages appear on the General tab.

Possible Causes

The RMS MFI Processor usually stops for one of the following reasons, listed from most to least common.

Cause 1: The computer was turned off, restarted or went to sleep

The RMS MFI Processor only runs while its computer is switched on, awake and signed in to Windows. A power cut, a restart for Windows updates or a sleep setting stops the processor.

Fix:

1. Switch on or wake the computer and sign in to Windows.
2. If the processor does not open by itself, search for "MFI" in the Windows Start menu and open the RMS MFI Processor.

To stop this happening again:

• In the processor, go to Setup > Configuration. On the General tab, select "Start MFI Processor when I start Windows", select Save, then select Exit.
• Set the Windows power options so the computer and its hard drive never go to sleep.

Please Note! The processor pauses while the RMS MFI Configuration window is open. Select Exit when you finish.

Tip! This option opens the processor when the Windows user signs in, not when the computer switches on. If the computer can restart without anyone signing in, ask your IT team about a Windows Scheduled Task.

Cause 2: The RMS MFI Processor was closed or stopped

Closing the RMS MFI Processor window, or selecting Stop, stops all processing until the processor is opened or started again.

Fix:

1. If the RMS MFI Processor icon is not in the system tray, search for "MFI" in the Windows Start menu and open the RMS MFI Processor.
2. If the window shows "Processing Stopped! - No Charges will be sent to RMS" and the Stop button has changed to Start, select Start.
3. To hide the processor, minimise the window instead of closing it. Minimising moves it to the system tray.

Please Note! If you close the window by mistake, select No when asked "Are you sure you want to close the RMS MFI Processor?".

Cause 3: The RMS MFI Processor has frozen

The RMS MFI Processor can stay open but stop working. When this happens, the "Next Update In [x] Seconds" countdown at the bottom of the window stops moving.

Fix:

1. In the processor, select File > Exit, then select Yes to confirm.
2. Search for "MFI" in the Windows Start menu and open the RMS MFI Processor again.
3. Check the countdown is moving.
4. If the processor window does not respond, restart the computer, then open the processor.

Important! Do not end the processor from Windows Task Manager. Forcing it to close can damage its saved settings.

Cause 4: The computer cannot connect to RMS

The RMS MFI Processor needs an internet connection to reach RMS. A message starting "The remote name could not be resolved", followed by an rmscloud.com address, means the computer could not reach RMS.

Fix:

1. Check the computer's internet connection, for example by opening a website.
2. Once the connection is back, wait for the next reconnect attempt, or select Close on the pop-up to restart processing straight away.
3. If the internet works but the message continues, ask your IT team whether a firewall or network change is blocking the computer from reaching RMS.

Cause 5: A shared folder used by the integration cannot be reached

Some integrations, such as PABX, POS and some boomgate systems, exchange files with the RMS MFI Processor through a shared folder. If the folder cannot be reached, the processor shows a message starting "PABX Path cannot be accessed", "Boomgate Path cannot be accessed" or "Sysnet Path cannot be accessed" (used for POS), and processing stops.

Fix:

1. Check the shared folder or mapped network drive is available on the processor computer, and reconnect it if needed. Your IT team may need to help.
2. Wait for the next reconnect attempt. The processor restarts by itself once the folder can be reached.

For boomgate and PABX settings, see Troubleshooting Boomgate and PABX Issues via MFI.

Cause 6: The RMS MFI Processor will not start or shows a settings error

If the RMS MFI Processor closes as soon as it opens, shows "Application Failed to Initialise.", or asks "Invalid settings, would you like to configure the application now?", its installation or settings need attention from RMS Support.

Fix:

1. If the processor opens, note the version number shown at the bottom of the window.
2. Contact RMS Support. They can confirm the RMS Client No and RMS Webservice Password entered in the processor, and provide the latest version of the processor if an update is needed.

Please Note! The RMS Webservice Password is unique to each property and is only available from RMS Support.

Managing the MFI Warning Email

The MFI warning email is an automatic alert that RMS sends when the RMS MFI Processor has not connected to RMS for more than 15 minutes. It is sent again about every 12 hours while the processor stays stopped.

Which property the email refers to

The MFI warning email names the property, or shows a Property Id number when the property name is not available. The date and time shown is when the processor last connected, in the property's time zone or in Universal Time (UTC).

To match a Property Id to a property, go to Setup > Property Options > Property Information in RMS and find the number in the Id column.

Who receives the email

RMS sends the MFI warning email to the Contacts with the Contact Type Primary System Administrator, System Administrator or Technical. For a multi-property database, this includes the contacts on the Enterprise owner record as well as on the property.

To change who receives the email, go to Setup > Property Options > Contacts, select the property if required, then update or remove those contacts and select Save.

Please Note! Only a System Administrator can update Contacts. If someone you removed still receives the email, contact RMS Support.

Stopping the email when the processor is no longer used

The MFI warning email continues while RMS expects an RMS MFI Processor to be running for the property, even after the integration is no longer in use.

1. Confirm with RMS Support that no other integration at the property uses the RMS MFI Processor.
2. Uninstall the RMS MFI Processor from every computer it was installed on, using Add or remove programs in Windows.
3. Ask RMS Support to turn off the MFI warning email for the property. If the processor has moved to a new computer and is running there, ask them to reset the warning instead.

If the email starts again after it has been turned off, a copy of the RMS MFI Processor is still running on a computer somewhere and connecting to RMS. Find that computer and uninstall the processor.

Still Not Working?

If the RMS MFI Processor still does not run, contact RMS Support, who may connect to the processor computer using Remote Assistance. Include:

• The property name, and the Property Id if the warning email shows one.
• The date and time the processor stopped.
• The message shown in the processor, ideally as a screenshot.
• The version number shown at the bottom of the processor window.
• What the processor is used for, such as door locks, boomgates, PABX or POS.

RMS Support may also ask for the processor's log files. These are saved in the Logging Path shown on the Trouble Shooting tab, in Setup > Configuration in the processor.

Related Articles

• Multi Function Interface (MFI) Cloud Processor
• Troubleshooting Boomgate and PABX Issues via MFI
• Contacts (Property Contacts)
• Webservices Password
• Remote Assistance