Why do files not get picked up?

Files might not be processed because the Message Transformer windows service does not have permissions to access the files, and move the files to the Archive folder.

This means that the windows login used by the Message Transformer must have permissions to read and write in the Source directory.

Source directory = the folder location where the files are read by Message Transformer

Archive directory = a subdirectory in Source directory where files are archived after being processed

When might you need to change the logon details?

Computer password has changed

Your company may have a security policy in place which requires the password to be changed frequently. If the password has changed for the computer, you will need to update the windows service log on.

Computer user updated

If you have changed users on a computer, the service will need to be updated with the new user details.

How to change the Message Transformer user

To find the Message Transformer service, Click Start > type Services

Open

Open

In services > Right-Click on the Message Transformer Service > Select Properties

Select the Log On tab at the top > Change the password to match the computer password > Click Apply and OK.

The service will need to be restarted after the details have been changed

After the changes are saved, test the Message Transformer is working by dropping a file into the Source folder.

How to check if the user has permissions

Go to Start in Windows and type CMD

When Command Prompt appears do not run it as administrator, just click on it so that it opens as the Message Transformer user

Can the ping the server?

Run this command

The response should be successful. If it is not, check Allowlisting EFM URLs & IP Addresses

Can the user read the Source Directory?

Use the command cd to navigate to the Source Directory

If you cannot navigate to this folder location then the user does not have permission to read these files.

Can the user read the files?

Navigate to the Source Directory to see what files are sitting in there

Use command prompt to open that file

This should open the file. If it did not then the user does not have permission to read these files.

Can the user move the files?

Navigate to the Source Directory and ensure there is an Archive folder there

Use command prompt to move the file to the Archive folder

This should move the file to the Archive folder. If it does not then the user does not have permission to move these files.