Technical Support

The solutions presented on this page are intended to be a reference point only. Should any not work in your environment, please contact Technical Support at 262 790-1771, option 5 for further assistance. Representatives check emails Monday-Friday from 7AM-7PM CST.

Troubleshooting Tips

My computer is showing CTRL+ALT+DELETE and the software isn’t showing.

1. Press the keys CTRL + ALT + DELETE at the same time. There should be several user accounts listed.

2. Select the rftuser account. Note: the username and password are both rftuser.

My computer is not making any sound.

1. Look to lower right on the monitor, beneath the screen. You should see a 1 and a 2.

2. Press 1 and use the arrow keys to select audio adjust.

3. Press 2 to make sure “mute” is not checked. Use the arrow keys to make this adjustment.

I would like to change the bypass codes for unlocking the door; OR how can I change the code that resets the keypad after it alarms?

Please identify the type of keypad in use:

Is it a touch style keypad (a 9450 keypad) for Wander Management?

NO – press **9450 25 new four digit code ** 9450 05 new four digit code **9450 01 1

YES – does the resident exit wearing a wander management transmitter without alarming the door?

  • If, YES – Press **9450 25 new code on the key pad (this is known as the Staff code)
  • If, NO – Press **9450 22 new code (this is known as the Visitor code)

 

Is it an outdoor keypad?

YES – Does it have a key switch at the bottom of the keypad OR does it have yellow numbers?

1. Press #9#12345601# new code # new code #1#**#

2. REMOVE the old code. Press #9#12345602#old code #**#

 

Does it have three lights, a black bezel and white numbers?

1. Press 99#9450*2#new code * new code ***

2. Try the new code

3. If it does not work then press 99#1234*1#9450***

4. Repeat step 1.

I just received my new pagers, is there a way to confirm that they are working, and receiving alarms?

1. Turn the pager on using the “Power” button.
2. Generate an alarm, and if the page is not received within your specified time period contact Technical Support for further assistance.

I received new pendants but they are not showing as available to be assigned.

1. Click Log-in

2. Select Administrative Functions

3. Select Configuration

4. Select Configuration

5. Select Settings

6. Select Quick Response Plus device id list and, enter in all 8 numbers

7. Click Save

8. Alarm the pendant and re-set

9. Pendants should now be available to be assigned.

I received a new EnGenuis phone and need register it.

1. Using your ID 10 or 11 phone.

2. Select menu 6 3 phone to add.

3. Choose phone to be added menu 6 1.

4. Add the phone to a group menu 5 2 and then add the group.

I received new transmitters, infant child security, pediatric, or adult and they are not auto enrolling / can’t be assigned.

1. Click Login

2. Select Administrative Functions

3. Select Configuration

4. Select Settings

5. Select Transmitter ID Ranges

6. Adjust the minimum and maximum to accommodate your current ID numbers

7.Click Save

8.You should now be able to assign or the transmitters should auto-enroll.

My computer won’t turn on.

Check to see if the cord is plugged directly into wall or if there is a battery backup that may be plugged into.

If it is plugged into the wall – confirm that the outlet is functional by using a different outlet or confirming that it is not controlled by a wall switch.

If it is plugged into a battery back-up – confirm that is fully functional, is it turned on; attempt to plug directly into an outlet.

The card reader for login isn’t working.

1. Try disconnecting the card reader from the computer and plug back in.

2. Do a proper re-start of the computer using Windows to re-start.

Discontinued Products

As technology has advanced over the past 30 plus years at RFT, many of our components and software has also. In favor of advancement to our new technology, and in an effort to continue to be a leading provider of safety and security solutions, the below list of products and software will no longer be supported by RFT Technical Support and Field Service.

Need More Information?

Call 262 790-1771, option 5, email techsupport@rft.com or use the contact form below. Again, please note that our representatives are available from Monday-Friday from 7AM-5PM.