This issue may be related to network DNS server connectivity to the USACE network

Report this issue to the RMS Support Center Help Desk via Phone: 442-333-1011 or create an RMS Support Ticket.

A possible temporary fix for this issue is to change your DNS server

Contact your "local" IT department for help with this. The RMS Center support personnel cannot assist with this since they do not know your network.

This issue may be related to network DNS server connectivity to the USACE network.

Report this issue to the RMS Support Center Help Desk via Phone: 442-333-1011 or create an RMS Support Ticket.

A possible temporary fix for this issue is to change your DNS server

Contact your "local" IT department for help with this. The RMS Center support personnel cannot assist with this since they do not know your network.

This message usually indicates that the USACE network is experiencing high traffic volume or there is an outage.

Please try to send the payment periodically until it goes through.

This is usually the result of the use of a virtual environment (VMWare, VirtualBox, Parallels, Citrix...) to access RMS.

Virtual environments imitate a real computer, but are not. Settings made during a virtual environment session are reset when the virtual computer is shutdown.

Report this issue to the RMS Support Center Help Desk via Phone: 442-333-1011 or create an RMS Support Ticket

CEFMS only allows RMS to upload payments against obligations that are set as amounts (non-quantity unit type, such as JB -jumbo, LO-lot, LT-liter, JA-job, and 8P-project). If previous payments were able to be sent to CEFMS from RMS, then that is due to those requests being for obligations that had a unit of measurement type that was an amount type (see above list). Even though the CLINs in RMS can be set to quantities, the obligations for those CLINs in CEFMS are set to amounts. However, if the remaining obligations are not set as amounts for the unit of measurement, but are quantities instead, those requests will be met with the error CEFMS will not accept a quantity unit type. Since that is the case, the only way for those payments to be made, will be for someone to enter the payments into CEFMS directly, then download those payments into RMS and resync the activities.

If an invoice is missing, then that means that it was deleted. Once an invoice has been deleted, there is no way to recover it, as it is also deleted from the database. It may be possible that the invoice is still visible in CEFMS, but since we do not have access to that database, we cannot verify that. Please check with CEFMS and see if there is a copy there. Sometimes this happens when users have more permissions than they need and they inadvertently do something they shouldn't. If all the contractors have administrative permissions, that could be the cause. We do not advise this, as it could lead to accidental deletions or mistakes. We usually advise that only one or two users be administrators and the rest be set up as users under the user roles. Below is a link on our how to video for adding users and setting user roles in RMS in both government and contractor modes.

How to Add User Roles (KTR Mode)
Adding Contract User Roles in Government Mode:

The RMS application does allow a user to type full descriptions into the CLIN Award Description block but it may appear to limit the number of characters allowed to be copy and pasted into the award description block. This isn't a case of any limitation to the number of characters involved in pasting, it's based on the copied text being multiple lines each ending in a line break or carriage return. The description is a single line field so, it only accepts the first line in the copied text. This is a standard Windows operation and not a function of RMS.

To get all of the into the CLIN Award Description block, either type it manually avoiding line brakes or cut and paste the text one line at a time ensuring that the line break is not copied.

RMS allows for multiple users to do multiple actions within the same contract at the same time. The exception is within the Progress Payment module. RMS will only allow one user at a time to make changes within a pending invoice and this is why it is important to use the BACK button at the top of the screen and then log out of the application when you have completed your work within an invoice. However, if the issue persists and you are still unable to access the affected invoice, please contact the RMS Support Center via Phone: 442-333-1011 or create an RMS Support Ticket

This issue is typically due to the specific level of permissions required for the RMS Launcher/Application to function correctly. In order to resolve this, please open a web browser and navigate to ESD App Portal where you will be able to re-download “USACE RMSLauncher.” You will receive an automated email from ACE-IT stating that they have received your request. Once you receive a second automated email from ACE-IT stating that the installation has been completed, you can then launch your RMS application.

The process for applying QA codes and signing the 4025(s) within RMS has become simpler. Once you have the transmittal open, just select the QA code you want to apply to that transmittal, select the checkbox in the middle of the screen (towards the bottom) labeled “Select and include digital signature,” then click the button to the right of that checkbox labeled “Apply QA Codes and Sign 4025.” This will populate the transmittal with the date and put your digital signature on the document that is generated and automatically uploaded into the document package. If you want to return a transmittal for corrections to the contractor, just select the button at the top of the transmittal screen labeled “Return to Contractor for Corrections” and the RMS application will take care of the rest.

Receiving this error means that your computer does not have the correct permissions applied to a folder within the Microsoft operating system. In order to resolve this error, you will need to contact the RMS Support Center via Phone: 442-333-1011 or create an RMS Support Ticket. RMS Support will need to work with your local IT Support to ensure that a specific folder within your operating system has been given specific permissions for RMS to apply digital (encrypted) signatures.

This issue typically occurs when the display settings on the computer have been set too high. This will cause the RMS screen to be cut off at the bottom.

To fix this, change the Windows settings for ‘Scale and layout’.

• Right-click on the desktop
• Select "Display settings"
• On the screen that opens, scroll down until you see "Scale and layout"
• Choose the next smaller percentage from the drop-down list*

*In the case of laptops, it should not be greater than 100%.

With the application of the new security features mandated by the TMO, you may receive this notification about your account being locked.

Please select the first link under the login button labeled “Help with Forgotten Password” even if you know your password. On the next screen, please ensure that you have your login email entered in the correct box and click the “Request Password Reset Code” button. This will send a reset code to your email.

• Copy and paste the code into the ‘Password Reset Code’ text box
• Select one of the passwords from the examples provided
• Copy and paste your selection to the "New Password" and "Confirm New Password" fields (Do not lose this password or you will have to repeat this process.*)
• Click the "Submit for Password Change" button

If you receive a message that your password has been successfully changed, you can use that new password to login.

*Please keep in mind that you can only change your password once within a 24-hour period.

This is usually done for initially installed property or equipment but not for ongoing maintenance.

Most likely your email is set for Show Focused Inbox. This creates a Focused listing and an Other listing. The email will probably go to the Other listing.

If at the top of your email you see Focused and Other, select Other and the Jira email should appear.

If you want to have all of your email shown in one listing, follow these steps.

• Open Outlook
• Select the View Menu
• Uncheck the "Show Focused Inbox"

You should now see all of you email in a single list.

If these suggestions did not resolve your issue you will need to contact the RMS Support Center via Phone: 442-333-1011 or create an RMS Support Ticket for further assistance.

With RMS installed on a Virtual Machine (VM), when you close the RMS application, Windows presents an error indicating that RMS has stopped working. This could be due to the VM environment.

Try installing RMS on a Windows machine in a non-virtual environment. If this resolves your issue, the problem is related to your virtual machine installation. Please contact your "local" IT department for help with this. The RMS Center support personnel cannot assist with virtual machine issues.

If you are still having issues with RMS in a non-virtual environment, contact the RMS Support Center via Phone: 442-333-1011 or create an RMS Support Ticket for further assistance.

Please add the following email address to your safe senders list in your email: rmssupport@usace.army.mil.

This error usually occurs when a file RMS tries to access does not have the proper permissions. Close RMS and go into C:\Program Files\RMS3\rms_data\USER_DATA\{userguid}\

Please Note: the {userguid} is the folder with a very long alpha-numeric name. This is usually where the certificates are stored.

Open that folder and delete the folder CERT_INFO_KTR.

If you continue to experience problems when signing documents after the CERT_INFO_KTR folder has been deleted, please contact the RMS Support Center via Phone: 442-333-1011 or create an RMS Support Ticket for further assistance.

When attempting to log in, the message "Contract an administrator as you have no access" is displayed.

Contact your district administrator and ask them to relink DOD number from the back of your CAC to your staff record.

If you continue to experience problems logging in, please contact the RMS Support Center via Phone: 442-333-1011 or create an RMS Support Ticket for further assistance.

If you are using a network connection that you usually work from with no issues, this may be due to network congestion caused by high VPN traffic from teleworking users. RMS connections are hit and miss when the network is congested. Please try to complete your task multiple times.

If your task takes a long time before it encounters the error, this is an indication that the connection to RMS is timing out. This is the result of a time-out error usually due to unstable communication between the client (your computer) and the server. This also may be due to VPN network congestion due to high VPN network traffic. In this case, please keep trying to see if you can complete your task or try your task at another time.

If you are unable to complete your task after multiple attempts, please create an RMS Support Ticket and include screenshots of the failed task.

A government representative needs to make sure the sam.gov entry for the contractor is updated with the latest information.

CEFMS pulls the contractor information from sam.gov and the payee office box is populated from CEFMS. If the Payee Office information is incorrect, then a government representative must updates this information in sam.gov.

Payee Office Information is not editable within the RMS application

If the payee office is correct but the government user is unable to find the prime contractor in the contract selection, the District Administrator will need to add/edit the information in the District Office Prime Contractor module.

Payroll records that have been submitted to the Government cannot be deleted for legal liability reasons, even if they are subsequently rejected by the Government.

RMS does not currently have that ability to hide/filter payroll records so the do not appear in the grid.

Obligations come from CEFMS, if the contract number in CEFMS and RMS do not match exactly (including any dashes or spaces) then the data cannot be retrieved.

This error indicates that CEFMS is currently down. The only solution for this error is to wait for CEFMS to be brought back online.