DMS Systems, Data, Security, I.T.

Dealers are experiencing Reynolds & Reynolds disabling Query Builder file access for files unused in 30+ days, with the company discouraging the tool entirely and pushing users toward the less capable 6910 reporting tool instead. Users suspect Reynolds is deliberately restricting access to sensitive data and preventing easy data exports to lock dealers into their system, while Reynolds claims it's a security measure—though support inconsistently explains the policy and may disable accounts for "suspicious activity" when users attempt workarounds. The consensus is that Reynolds uses vague security warnings and contractual restrictions to maintain control over dealer data rather than genuinely address security concerns.

A multi-hat IT manager at a high-volume single dealership asks how peers handle IT infrastructure and support, seeking to better allocate his growing responsibilities across CRM, marketing, ecommerce, and IT. Responses reveal three common approaches: maintaining in-house IT staff (best for larger stores), outsourcing to local IT companies, or using specialized dealership-focused IT solution providers on retainer. The key insight is that dealership-specialized outsourced providers offer better value than generic local IT companies, though any outsourced arrangement requires internal oversight to prevent cost overruns and unnecessary billing.

A dealer seeks recommendations on DMS software and Network Management Solutions (NMS), with industry professionals offering guidance on the selection process. Key recommendations include consulting with DMS consulting firms to avoid inflated contracts, considering ADP for DMS, and exploring NMS options such as Microsoft's Windows Intune (with Dealers United discounts) or the free alternative Spiceworks. The consensus emphasizes thorough demos and staff input rather than endorsing specific vendors, while highlighting that choosing the right software requires understanding both current needs and future scalability.

A dealership seeking to leave Reynolds & Reynolds DMS before their contract expires discusses alternative vendors and gets warned about data accessibility issues when switching systems. Key recommendations include: secure your data before leaving Reynolds, expect aggressive retention tactics from the company, and consider vendors like ACS, Dealer Track, ADP, R&R, and Automate based on cost, integration capabilities, and customer support. The thread emphasizes that switching DMS can yield significant savings (one user reduced monthly costs from $14,000+ to $1,700) but requires careful planning and at least a 2-month advance notice.

Users report that ERA Access (a Reynolds & Reynolds system) has begun requiring CAPTCHA security checks after login, a new feature that emerged following recent software updates. The consensus solution is to contact Reynolds directly through dealer leadership to have the feature disabled, though resolution time and willingness to help appears to depend on the dealer's contract status and renewal timeline rather than dealership size. One user implies that dealers with upcoming contract renewals or who have submitted non-renewal notices face particular difficulty getting Reynolds to disable the feature.

A dealer asks whether the LP01/TI880 printer is still required for Reynolds DMS reports, noting it seems outdated for simple daily reports that don't involve carbon copies. While one user confirms that as of 2013 this equipment shouldn't be necessary and advocates for PDF-based document archiving, a Reynolds support representative suggests there may be confusion about available printing options and offers direct assistance to clarify the dealership's actual requirements.

A new Reynolds and Reynolds user seeks ways to automate the part number supersession prompt in eraccess and asks about sending generic messages to technicians on repair orders. CliffC suggests checking settings in menu 2161 for supersession chains and menu 2068 for messaging functions, while other users express general frustration with Reynolds and Reynolds' limited automation capabilities compared to competitors like ADP.

A user reports persistent printing problems with Dealertrack credit applications and bookout sheets in Internet Explorer and seeks clarification on add-ons. Responses suggest the issue may stem from IE 10 specifically, with one user recommending Firefox as a workaround, supplemented by an IE compatibility add-on for legacy websites that still require it. The key insight is that switching browsers solves the problem while maintaining access to IE-dependent platforms.

A user reports that exported data from the query builder wraps long fields (over 25 characters) to the next line, corrupting address data and making extraction difficult. The solution is to access Advanced settings from the main GUI and change the mode to "reformat," which eliminates the wrapping issue and saves significant manual data cleanup work.

Reynolds and Reynolds is removing Query Builder from its DMS system under the guise of a security enhancement, while simultaneously raising RCI monthly fees—changes that dealers perceive as limiting their data access and driving them toward competitors. Multiple dealers report that Reynolds support staff have confirmed the removal is happening soon without providing clear timelines or transition plans, forcing dealers to request file access through support channels. The thread reflects growing frustration that Reynolds is using security concerns as justification for changes that primarily benefit the company's recurring revenue while degrading dealer operational efficiency, prompting several participants to seriously consider switching DMS providers.

The thread discusses AutoMate DMS/CRM system experiences from dealers and industry professionals, with respondents noting it offers good value and usability compared to major competitors like ADP and Reynolds & Reynolds, though with limitations in CRM features and third-party integrations. Key concerns center on data integrity risks when migrating from other systems and potential integration challenges with other vendor products. The consensus suggests AutoMate is a viable mid-market option if you carefully evaluate data safety and integration needs, but it requires more caution than established DMS platforms.

Billfred seeks advice on pulling historical inventory data as of a specific date (12/31) without including vehicles that arrived after that date or were sold afterward. Reynolds DMS support provides the solution: use the VEHHISTORY file in Report Generator's Accounting module with filters for SOLD DATE = "" OR SOLD DATE > (specified date) AND RECEIVED DATE, which elegantly captures only vehicles that were in inventory on the target date.

A dealer group seeks DMS alternatives to Reynolds & Reynolds due to operational issues, prompting discussion of replacement options including DealerTrack, ADP's DRIVE product, and non-traditional solutions like Salesforce for data management. Responses indicate that while major DMS vendors dominate the market with good reasons (regulatory complexity), some dealers have successfully switched to DealerTrack paired with Salesforce to gain better customization and cross-departmental visibility, though trade-offs like system downtime exist. The consensus suggests that truly independent alternatives are limited, but supplementing a DMS with complementary platforms can bridge functionality gaps.

A user reports that Query Builder becomes inaccessible after entering a security code, with the option then greying out, and discovers through community discussion that the issue stems from using remote access software (LogMeIn) to enter the security code, while direct keyboard input works fine. Responses suggest Reynolds has implemented security measures to detect remote keystroke commands, and one user speculates the vendor may be performing targeted blackouts on the feature that resolve when dealers complain directly.

Dominion Dealer Solutions announced a strategic partnership with Microsoft to develop DMS-DMX, a next-generation dealer management system built on Microsoft Dynamics AX, leveraging their acquisition of ACS (an Alabama-based DMS serving 400+ dealerships including Ford and GM accounts). Forum participants view this move as a significant competitive threat to existing DMS vendors and believe Dominion has the resources and expertise to successfully disrupt the market, though questions remain about which OEM integrations are currently in place. The general consensus is cautiously optimistic that Dominion's entry could provide dealers with a solid alternative while forcing incumbent vendors to improve their offerings.

Chrysler/MOPAR sent dealers a notice regarding Reynolds DMS access restrictions, prompting discussion about Reynolds' history of blocking third-party vendor integrations under the guise of security concerns. The consensus among participants is that Reynolds has been deliberately obstructing data access for years, most recently by filtering report names containing "integra" or "integralink," which undermines dealer relationships and raises questions about the company's practices—especially given rumors that Reynolds is seeking to sell.

A user reports experiencing random logoffs and freezing in ERAccess software. Responses suggest the logoff issue may stem from network problems requiring diagnostics, while freezing might require reinstalling the program, with one commenter recommending switching to ADP entirely and another providing ERAccess vendor support contact information.

A dealer seeks advice on switching from Reynolds to DealerTrack DMS, asking about data loss and conversion challenges. Respondents share mixed experiences: one strongly warns against the switch due to data loss and poor employee adoption despite management approval, while another reports a successful Reynolds-to-ADP transition that actually improved processes by forcing evaluation of outdated workarounds. The consensus suggests DMS switching is disruptive and expensive, with success dependent on factors beyond the software itself, including vendor support and implementation readiness.

A consultant seeks advice on extracting automated data reports from Reynolds & Reynolds DMS for an auto group across multiple departments (inventory, sales, F&I, parts, service). The consensus recommendation is to use Query Builder combined with R&R's scheduler to automate exports, though this approach has usability limitations and technical issues. The thread implies that AVID program participation would be a more robust alternative if available to the dealership.

A dealer explores the possibility of virtualizing Reynolds DMS servers (IntelliPath, ERA, mail, and VPN) to reduce power consumption and improve backup control, questioning whether such an approach violates their contract with Reynolds. Almon Poole shares that his dealership is successfully implementing a similar virtualization strategy using vSpace server on Windows Server 2008 R2 with Dell PowerEdge servers, running approximately 20 users per server across 155 computers, while also confirming they've been running ERAccess over Windows Server 2003 via RDP/terminal server for years. The thread suggests virtualization of Reynolds systems is technically feasible and already in use at some dealerships, though the original poster's concern about contract compliance remains unaddressed.

Dealers discussing ERA Ignite (Reynolds' updated DMS interface) offer mixed reviews: while some praise the improved user-friendliness and dashboard functionality for reporting, others criticize Reynolds' lack of pricing transparency and frustration with high setup fees (five-figure costs) on top of per-user licensing. The thread reveals broader concerns about the adoption timeline of the technology and pricing practices in automotive vendor sales.

A user encountered an ERAccess connectivity issue on a Windows 7 remote computer that appeared to be a server registration or communication problem, despite correct settings and successful pings to the main server. After reinstalling Software Manager without resolution, the issue was resolved by rebooting the PC over the weekend, leading to the key takeaway that a reboot is necessary after installing ERAccess or Software Manager. The user recommends calling Reynolds Technical Assistance Center for similar issues, but notes that a simple restart may be all that's needed.