OPERA Common Issues and Solutions

commit;

• Password will now be 'BETTERTHANV6 '
  

Printing Issues

PRINTER SETUP

• It is the IT responsibility to add the printer to the workstation in Windows. Make sure that printing in windows works correctly before troubleshooting Opera. (test printing from notepad/word)
• Configuration>Setup>printers>new>select dropdown>choose printer
  • Printer must have the EXACT same name in Opera as in windows.

If choosing the dropdown freezes Opera, you must manually add in the printer by typing it into the Physical Device field

• Printers on Print Servers are added in a different format:
  

• In Windows, if printer is named Canon BW on print server. In Opera, the format should be: \\PRINTSERVER\CANON BW

PRINTER TASK

• PMS>Miscellaneous>Print Tasks OR Configuration>Setup>Workstations>Print Tasks
  • Make sure that the printer has the EXACT same name in Opera as it does in Windows and that printers on print servers have the correct formatting.
  • For Latin American sites> folio printer check box on printer setup controls which print task will be available
    

REP 51002 Bind to Report Server when printing from all workstations

• Connect to application server>bounce ReportsServer service in OAPPCFGED
  

Not able to print from 1 workstation

• Check that IE version is correct.
• Check ALL IE settings are setting correctly
• Check that the print tasks are set to the exact printer name as what is in windows
• Expand printing in progress window to see if you are able to view pdf in the window.
• Adobe>edit>preferences>internet>make sure all boxes are check
  

OXI

OXI Conversion Code Setup

OXI>interface configuration>conversion codes>site should put in what conversions between opera and external interfaces are for rate code/ room types/categories/memberships types/etc.

If you do not see an active conversion, click inactive to check for it

Resync OXI

OXI>utilities>resync>check the XML in OXI message status> messages to external> confirm opera is sending correct information (by reading the xml)>refer to vendor

Common How - to's

Install License Code

• Configuration>Setup>License>PMS license

How to change default folio style

• Application setting to change default folio style /default AR folio style

How to change folio style on individual reservation

• From billing screen> Folio>Folio Styles>select folio style site wishes to change it to. Check F1 help for descriptions of each folio style.

Restart OXI Processors/IFC

• Check if processors are still running.
  • OXI>interface status>processors (you can stop or start from here)
• Connect to OXI server. start>run>type services.msc>stop and start the service for the interface
  • usually called 'Opera interface for XXXX'

'Please swipe again' error when swiping card on one workstation.

• Configuration>setup>workstations> (workstation highlighted in blue is the workstation you are working on)>edit
• Check swipe reader attached check box

Grant user permission

• Configuration>setup>user configuration>users>edit>permission.
  • Make sure to have a letter from general manager on company letter head/ via email with general manager signature in the email.
  • If user granting the permission does not have the permission themselves, they may not grant it. If user granting the user group does not have the user group they are trying to assign, they will not be able to do so.

Inventory Imbalance

• Compare the control panel, house status, and detailed availability screens. (miscellaneous>show quick keys)
• Utilities>synchronize utilities>synchronize inventory, physical rooms, block occupancies, stay records
• Check that forecast processor is running: Utilities>processors>forecast processor. Make sure it is running, no failed/pending events.

Changing application settings

• Configuration>setup>application settings.
• Remember to log out of opera and log back in after making an app setting change

Record in use by another user/workstation

Utilities>tools>session statistics> highlight users session>kill

Creating table space

• See creating datafiles doc.
• Make sure you have supervision when creating datafiles.
• Use script if you do not see enterprise manager console (it is not there for sites using oracle 11g)

Change room type for a room number

There are (5) requirements prior to being able to Change a room type. In order to change the room type of a room, you must make sure that none of the following apply:

1. The room is currently checked in.
   1. If getting an error that the room is checked in go to reservations>update reservations>click advanced>search all reservations with that room type to find any that are checked in.
2. The room was checked out today.
   1. If getting an error go to reservations>update reservations>click advanced>search all reservations with that room type to find any that checked out on today's date. If it has checked out today, the end of day must be rolled before making the change.
3. The room is set to Out of Order/Out of Service now or in the future.
   1. If getting an error go to PMS>rooms management>out of order/service>search with blank date>delete entries for that room number.
4. The room is listed on a task assignment sheet now or in the future.
   1. If getting an error go to PMS>rooms management>housekeeping>task assignment>search for completed and pending task assignment sheets>click expanded>search for the room in the list. If the room is there, delete the task sheet that it is on. If unable to delete advise the site to let audit roll and do not put on sheet for next day.
5. The room is pre-blocked on a future reservation.
   1. have site go to the reservation and remove the room number

Log into Opera Utilities

Select Utilities

Select Property Config

Change Room

Change Room Type for room number.

Some sites will want to change all rooms in one room type to another room type. The above still applies but when making the change, navigate to:

Log into Opera Utilities

Select Utilities

Select Property Config

Change Room

Change Room Type for another room type

when getting here, opera will require a password. It changes every day. The formula for the password is:

Current day * Current month * 5 + 11

ex: October 9, 2015 = 461

Room Status Discrepancy in Housekeeping

• Rooms management>housekeeping>housekeeping management>place cursor in from field. Press Shift+F7 on keyboard.
  

SQL for unlock an external locked block

• If a block is being externally controlled it means that one of their OXI interfaces is controlling it
• BEFORE RUNNING THIS, REFER TO EXTERNAL VENDOR FIRST TO UNLOCK!!!

Navigate to UTILTIIES>TOOLS>OPERA SQL.

Script to unlock:

update allotment_header set external_locked=null where allotment_header_id= blockid

Credit Cards not processing

Error message? All workstations? All reservations/credit cards? Recent network/server/opera changes? When did this begin happening? Try heartbeat test (configuration>setup>property interfaces>interface configuration>double click cc interface (CCW/EFT)>click test button)

Pass or Fail?

Pass → refer to cc processor

Fail → take note of number next to failure>log>search transaction>open log scroll to bottom.

Search error in MOS KM

Trial Balance vs Ledger Imbalance

• Confirm imbalance>attach reports to Service Request>run imbalance analysis in utilities>6 month increments> find live date via script>run imbalance until live and escalate. Do not paste imbalance into Service Request, paste into notepad and attach to the Service Request.

How to manually add commissions

• Commissions>Payment Processing>By Agent or Acct>Select the Account or agent needed>If the reservation in question is displayed in the lower section of the Commission Processing, you can right click & select "Manual Commission Adjustment" and enter an amount. If not, follow the below steps:
• Commissions>Payment Processing>By Agent or Acct>Select the Account or agent needed>On the "Commission Processing" screen select "Search">Select criteria for your search (Checked out, reservation, etc) >Select the reservation needed (If the Travel Agent was not attached it will ask if you wish to attach it, say Yes) >it will then try to process the commission. The reservation will then display in the lower section of the Commission Processing. You can then highlight it & right click. Next select "Manual Commission Adjustment" and enter an amount.

SET NIGHT AUDIT TO COMPLETE

Select * from night_audit_jurnal where bus iness_date = 'DD-MMM-YYYY'

Find the sys_job_id #

Update night_audit_jurnal set status = 'COMPLETED' where sys_job_id ='XXXXXX'

"No credit" from POS

Uncheck no post from pm reservation for payment type

Adobe ? When Printing

Windows theme should be basic

POP-UPS ON RESERVATION SCREENS

Configuration>setup>screen design>popup blockers

SET FIELD DEFAULTS

Configuration>setup>screen design>field and button defaults

HOW TO IDENTIFY EACH SERVER

Check services on the server to determine:

Application Server will have service: Oracle10gappr2ProcessManager

DB Server will have service: OracleServiceOpera

Interface Server will have service: Opera IFC Controller

OXI server will have service: "Opera Interface for (whatever the name is for the OXI interface)"

RESTART EXAMPLES (WHAT IS RESOLVED BY A SERVER REBOOT)

Opera Down (after other basic attempts at troubleshooting)

Opera Slowness

Recommend Server reboot every 30 days.

Opera Freezing/hanging

How to check system up time:

Start>Run>CMD> type systeminfo

find system "up time" or "boot time"

SERVER TROUBLESHOOTING (when you need to connect to server)

Issues on all workstations.

If issue is reproducible on the server and not just one or a couple of workstations.

WORKSTATION TROUBLESHOOTING

Issue is not reproducible on the server.

Issue is not happening on all workstations

QUESTIONS TO ASK ON CALL/ADD TO Service Request NOTES

Service Request Stamp

Please make sure names are correct in the Service Request.

If Service Request is opened from Night Auditor, try to get a daytime point of contact for the issue.

Full Opera Version (ex:5.0.03.03/17)

Clear Description of the issue

Keep in mind that a lot of times, the site does not know exactly what the issue is/is not completely honest. Get connected and have the Reproduce the issue for you. If you do not understand them still, have them repeat it.

Steps to reproduce. Very important!

While connected, take note of the steps the caller is taking to reproduce the issue. Put them in your Service Request notes so that if the Service Request is escalated/dispatched the issue does not have to be repeated.

Example: Connected to workstation. PMS>reservations>update reservation>searched reservation confirmation number 123456>edit reservation>swipe card in payment field. Received error message: "please swipe again"

Work Performed

What Steps did you take to resolve the issue: Also take note of similar Service Request numbers found in MOS or Knowledge Documents found/attempted.

Plan of action

If you are researching a Service Request and find something you would like to try to resolve it, add it to your notes as a plan of action.

If you call a site with intentions on doing something, leave a plan of action for the next tech to attempt when the site calls back.