Overlay Troubleshooting Tips: Part 2

Modified on: Tue, 20 Aug, 2019 at 2:59 PM

Applies to:       Rover PMS    Rover Overlay

Overlay Troubleshooting Tips: Part 2

Can't Select a Guest or Room in Rover?




If you cannot select a reservation/room number in Rover, and as a result, you can only navigate to a few Rover screens, then these troubleshooting tips may assist you with resolving the issue


Troubleshooting Checklist: 



Need Help? If you have questions while completing our troubleshooting checklist, please do not hesitate to email us for guidance. 




TIP 1. REVIEW BUSINESS DATE

  • Occasionally, the business date can indicate if there is a problem with Rover's connection to OPERA. 
  • To verify this, compare the business date in Rover Overlay and make sure that it matches the business date in your OPERA PMS. 
           o  Matching Dates: If the dates are correct, it may mean the issue occurred in the last hour or so. Please proceed to Tip 2.
           o  Dates Do Not Match: Further action is required. Please proceed to Tip 2




TIP 2. CONFIRM THAT ROVER'S INTERFACE IS CONNECTED WITH OPERA

  • From Rover’s Settings page, confirm that Rover is successfully connecting with OPERA.
  • In Rover, choose External PMS Web Services from Settings > Interfaces. 


  • At the bottom of the page, click Test Connectivity.

 
  • Review the message displaying at the top of the page.
  • The desired message is a Connection Valid message. 
  • If the connection is unsuccessful OR if you are continuing to experience issues, proceed to Tip 3




TIP 3. CONTACT YOUR SUPPORT TEAM

  • Reach out to a member of your IT Support team and ask them to verify that your OPERA Access Points are running correctly. 
  • Also, if you are not able to select or open rooms in Rover, be sure to verify that the following Housekeeping Report is running: OPERA Access Point-Housekeeping


Who Should You Contact? 

  • Reach out to your IT Support team, or if your property is a hosted environment, please escalate the issue to OPERA/Oracle Support. 
  • In your support question, ask to verify that your OPERA Access Point Services are running.

Tech-Note: 
Depending on how your property operates, an Automatic or Manual 
message will display when reports are running. 

 




ADDITIONAL SUPPORT REQUIRED?

  • If after completing the items on this checklist you continue to experience problems, please submit a support ticket to StayNTouch. 
  • Please be as detailed as possible when submitting your query to StayNTouch's Helpdesk (explain the scenario and include screenshots if possible). 

Note: Please include an overview of your question, indicating that you already completed the troubleshooting tips in this article.



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