RoomKeyPMS is a cloud-based software that requires an internet connection. If RoomKeyPMS is experiencing slowness or red-lining please follow these steps to troubleshoot.
Troubleshooting Steps
Step 1: Access https://www.speedtest.net/ and run an internet speed test to ensure you successfully have consistent high-speed internet connectivity (ensuring you are meeting the RoomKeyPMS Minimum System Requirements).
Step 2: Ensure that RoomKeyPMS has full read and write access to the RoomKeyPMS folder (details can be found on Troubleshooting Offline Errors).
Step 3: Ensure that RoomKeyPMS is not being restricted by any firewall or anti-virus programs (details can be found on Troubleshooting Offline Errors).
Step 4: Ensure that there are no outstanding Windows updates - perform all Windows updates as necessary.
Step 5: Ensure that RoomKeyPMS is being run on terminals that are on a dedicated Internet Service Provider connection and are not on a connection that is shared with guests or the public.
Step 6: After running through the above self-troubleshooting steps, please visit our RoomKeyPMS Status Page to ensure that our servers are up and running correctly. RoomKeyPMS is built to automatically check our many proxy servers within North America to determine the fastest route to connect to our Microsoft/Azure cloud data centers. To manually attempt to connect to an alternative proxy, please log out of RoomKeyPMS and re-log back in to try an alternative route.
Additional Troubleshooting
You may still be able to access the internet locally. However, if all servers are up and running correctly, the results would indicate there could be a local internet service provider connectivity issue occurring between the pathway between your property's location and our Microsoft/Azure cloud datacenter.
Additional Resource: Internet Outage Map - https://www.thousandeyes.com/outages/
Azure Latency Test
The Azure Latency Test tool runs a latency test from your IP location to Azure datacenters around the world. Please ensure to select both Canada and US regions. RoomKeyPMS runs on the following proxies:
- Canada - Canada Central
- Canada - Canada East
- US - Central US
- US - East US
- US - East US 2
- US - North Central US
- US - South Central US
- US - West Central US
- US - West US
- US - West US 2
- US - West US 3
The graph at at the bottom of the page will show how all proxies are performing. The orange line on the chart is East US 2 (which is RoomKeyPMS's main default), however, RoomKeyPMS will source and attempt to connect via an alternative route if there are any issues causing a delay at an interconnection point. It is most common to be within the range of 80 to 100.
Azure Ping Test (Latency)
The Azure Ping Test will also provide a similar report in the form of a table. The same Azure Region Names (#1 to #11) will apply to this test as stated above.
Running a Local Ping Test to Monitor Live Connectivity
In addition to the Azure latency test, you can run a local ping test on your computer to help determine whether network interruptions are occurring at the exact moment RoomKeyPMS actions are being performed. This can help explain red-lining or slowness that appears sporadic.
How to Run the Test:
- Press the Windows Key + R on your keyboard.
- In the Run dialog box, type
cmdand press Enter. -
In the Command Prompt window, type the following and press Enter:
ping www.google.com -t
This will send a continuous ping to Google's servers, displaying the response time every second.
What to Watch For:
- Normal response times are typically between 20–40ms, but this may vary depending on your location and internet provider.
- If you observe spikes above 500ms or see "Request Timed Out" messages, this indicates a momentary disruption in your internet connection.
You can leave this window running in the background while using RoomKeyPMS. If you experience red-lining or slowness, refer back to the Command Prompt to see if there was a connectivity spike at that time.
Why This Matters:
RoomKeyPMS sends a request to our servers each time you perform an action—such as opening a reservation, checking availability, or navigating between screens. If a network interruption occurs at the moment of that request, RoomKeyPMS will wait for a server response for up to 30 seconds. During this wait, the system may appear unresponsive or red-lined. Once the timeout expires, RoomKey will allow new actions again.
If You See Frequent Spikes or Timeouts:
- Ensure the computer is using a wired connection instead of Wi-Fi where possible.
- If on Wi-Fi, check if it’s shared with guests or high-traffic devices during busy periods.
- Consider rebooting or replacing an older router that may be performing inconsistently.
This test can provide valuable insight into the root cause of intermittent performance issues, especially when traditional troubleshooting steps do not reveal an immediate cause.
When Troubleshooting Doesn't Work - Local Internet Issue
Azure Global Infrastructure
Click Here to access a live map of the Azure Global Infrastructure (the map displayed above is a sample).
The "blue" dots on this map shows RoomKeyPMS connectivity points throughout North America to assure you can connect to our Azure cloud environment. Sometimes your local Internet Service Provider (ISP) can experience temporary issues that isolate your internet data flow and does not allow it to connect to some internet hubs in North America. In these instances, you may experience "redlining". This should be resolved by your ISP as quickly as possible. In this case, please proceed to use the offline procedures outlined in the "Next Steps" below.
Next Steps
Please contact your Internet Service Provider as to why they cannot connect to our endpoints for further troubleshooting as these temporary internet connectivity issues often will be resolved once the source is identified and rectified by the Internet Service Provider affected. In the meantime, please ensure that backup methods to operate your hotel manually are in place utilizing the RoomKeyPMS Smart Files Backup.