Trouble Shooting Guide - All interfaces

Page 1 of 6

Trouble Shooting Guide - All interfaces

All OXI Interfaces After Installation

No.

Interface

Keyword

Question

Answer

All

Download,
messages
external to
Opera

Messages from external system

are not showing in the OXI
Message Status screen.

Check if there is a time difference between the Database

server and the enqueued message time. Correct the
database time and restart the database to see if this
corrects the problem.
On a Windows NT machine, go to the task bar and doubleclick on the time. Correct the time to be what the Database
server has.
On a Unix machine, log in as a User with Administrator
rights and enter the Date command followed by the date.
Check with the administrator of the Unix box that the date
can be updated prior to changing.

Interfaces
using FTP

Download,
messages
external to
Opera

Messages from external system

are not coming from the FTP
Server to OXI

Check if the FTP server can be accessed:

Go to OXI>Interface Configuration> Communication
Methods and open the page for FTP. Leave this page open.
From the interface PC run a command prompt (Start>Run
and enter CMD) and type ftp enter then type open <FTP
host name as visible in your OXI configuration>.
Log into that FTP server with username and password as
visible in your OXI configuration.
Once connected to the FTP server, check that you can
access the import/export directories. Type cd <import
directory name as visible in your OXI configuration>.
After changing into the directory, verify your position with
typing DIR.

All

Database Server What to do if the Opera

Database Server needs to be
taken down?

If the Opera database server needs to be taken down, the

OXI services should be stopped to allow a graceful
disconnect from the database. Once the Opera database
server is back, you also need to restart the OXI services
and processors again.
Under normal circumstance, in the case of a database
outage, OXI services and servlets will reconnect to the
restarted database automatically and there is no need to
restart any services or servers.

All

OXI Version

What OXI version is installed?

There are two ways to look this up: within Opera go to

System Info>Version and within OXI under System
Info>Version.

All

Reservation
duplicated

All reservations from external

system are duplicated again in
external system after they have
been sent to Opera.

Configuration>Setup>Business Events>External Systems.

Select your interface, press 'Publisher' and remove all
entries in case you find any here. Publisher is only used if
multiple interfaces are installed at the same time and the
messages from one should be uploaded to the other. In
case you have only one interface installed the publisher
must remain empty.

All

Rate Code/Rate Rate Code/Room Type warning

Validation Errors that could not find Rate Code
'XXX'.

Verify that the rate code is in the OXI conversion details.

All

Rate Code/Rate Rate Code/Room Type warning

Validation Errors that could not find Rate Code
'XXX' and no default available.

Verify that the rate code is in the OXI conversion details

and that a default is set.

All

Profile Match

Duplication of profiles in Opera.

Go to Interface Configuration>Profile Matching and check

that you have configured and activated merge rules that
allow a match.

All

Profile Match

Warning that profile did not

match and threshold is not set
for profile type.

Go to Interface Configuration>Profile Matching and check

that the threshold is setup and there are merge rules
configured for that profile type.

10

All

Profiles

The reservation fails and a

warning is given "Cannot create
a new profile".

Check OXI Parameter setting in Interface Configuration>

Parameters>OXI_PROFILE >PROF CREATION is set to Y.

11

All

Purge

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Message Status screen is

Go to Interface
showing messages that have not Configuration>Parameters>OXI_GENERIC> PURGE NO
been removed based on OXI
DAYS check for how many days the purge routine is set.
Parameter PURGE NO DAYS
Also go to Utilities>Purge Data and check that this utility is
setting.
'Started'.
12

All

Upload,
Messages fail during Live
messages Opera Cutover. Business events have
to external
been generated.

For Micros-Fidelio Installers/Support teams:

If the External System for OXI in Opera was set to 'Active'
before Live Cutover, Opera users may have triggered
business events and they have created messages in the
Queues for Upload.
These Queues need to be cleaned out prior to a live cutover
as otherwise these messages will fail, especially if they are
not from the same business day of the live cutover. OXI
does not process messages that are older than the current
business date.
IF manual intervention is needed for cleaning out the
Business Events queue:
The OXI upload processor must be stopped in OXI
As there is no business event processor in V4.0 any longer,
to see if the queues are populated
use first; 'ben_msgs.sql' to see messages
and 'ben_stats.sql' to see the queues.
To clean/truncate the business event queue, the SQL script
called "Ben_trunc.sql" will be needed.
Please call Opera Support 1-800-937-2211
for any
questions prior to executing final sql_script 'ben_trunc.sql'.
Reference clarify solution #42689.
HOW TO RUN THESE SCRIPTS USING SQLPLUSW:
Save the scripts in any folder (say C:\Temp)
Login as Opera user
Start SQLPLUSW and type (i.e. @C:\Temp\Ben_msgs.sql)

13

All interfaces Download,

in delta
messages
mode
external to
Opera

Error when downloading

message: int_dynasql.sqltopms
fails.

14

Pegasus

Download,
Tablespace

OXI is running out of table space The records in OXI table int_clob_data were not purged.
indicated in an error message The reason could be the purge was started at a time where
during download.
there were too many records is this table and there was not
enough space left fro rolling back, which has stopped
records from getting deleted. This has been resolved in OXI
33.01.04.

15

Holidex

Reservation
Comparison

Cannot initialize interface session Form issue. Package may not be compiled. Have to checked
for external property 'XXXXX'
the OXI schema and recompile any invalid objects or
with null interface ID.
packages. If cannot resolve call Opera Support
800-937-4499 .

16

Holidex

Download,
messages
external to
Opera

Reservation fails and errors is

reported as:
20001: ORA- 20001: P$M$S1422P$M$S , ORA- 01422: exact
fetch returns more than
requested number of rows.

17

All

Service

This error occurs when the interface runs in delta mode and
has been upgraded from a former OXI version to OXI
45.33.01.02 or higher. NULL has been removed as a
deletion indicator and therefore it is important that all
deletion indicators are set properly again after the upgrade:
go to Interface Configuration>Edit Interface>Deletion
Indicators and make a selection for each of the indicators,
even if it looks as if the selection is already made. Save
your changes and restart the OXI processors. Your
download will work now.

This error comes in for certain type of profiles. This error is

coming from the PMS API.
Issues could be attributed to the same membership type
and number (one is active /other inactive) for the guest.
Check for this.
The other cause could be multiple same Credit Card type
and number (active/inactive).
It could be attributed to the phone numbers as well,
multiples of the same number.
In the process of taking the message through OXI; this
error comes, when we run a SQL statement in a PL/SQL
package and the result returns more rows than that was
requested. Try this solution if finding any multiples of the
same information:
Delete all multiple information for this guest from PMS and
then reprocess the failed reservation in OXI.

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When trying to start the OXI

service the following message
appears:
"The procedure entry point
OCIEnvCreate could not be
located in the dynamic link library
OCI.dll" and then
"Could not start the Service ???,
Error 2186, The service is not
responding to the control
functions".

This error has appeared many times and occurs whenever

OXA is installed on a PC that already has an Oracle Forms
6i installed prior to installing the 8.1.7 client. After the
installation of the client, the primary oracle home does not
automatically switch to the client and when the service is
started for the first time, the mentioned error will appear.
This can be corrected either by using the frontend option
under Start>Programs>Oracle Installation Products>Home
Selector and select the Ora817 home (that has been named
for the client) and restart the OXA service again. If this
option is not available then the change for the primary
home must be done in the system path settings. This is
done under Start>Programs>System>
Environment>choose the variable 'Path' and change the
primary path to display the client portion first. The path will
be seen as D:\oracle\ora817
\bin;d:\oracle\dev6i\bin;c:\winnt\system32;....
This error could apply when user is on v3.6+ where Oracle
10G is required. Select the correct Oracle home where
clients have multiple Oracle homes due to older versions of
Opera having been installed.

18

All

Download,
messages
external to
Opera

Downloaded reservations are

failing with Oracle error "ORA01403: no data found".

This can happen with reservations that have the FG

segment for Holidex or any membership for other
interfaces. If that membership type that is not setup in the
OXI conversions and doesn't exist in Opera, the Opera API
seems to be raising an exception while inserting/updating
the membership information.
Resolution:
Check that the OXI conversion table was activated for
membership type and that the type in question is properly
mapped. The failed messages then can be reprocessed
afterwards.

19

Holidex

Download,
messages
external to
Opera

Reservation messages are taking

very long time to go from Holidex
to the PMS.
Return message for downloaded
messages"Post_hx message returning error
ORA- 29532 : terminated by
uncaught java exception
java.lang.OutofmemeoryError.
The delay time is either 6-14
minutes."

Resyncs during peak work hours take a lot of CPU

resources and cause delay in getting messages from the
CRS to the PMS. Resyncs should be done during NA or
during late shift after majority of check ins for the day have
been taken care of. The resync process is a background
process, this could be the reason for slow processing while
doing resync.
To find out if the issue lies within the route CRS to OXI, use
this sql script to see the time delay. There is no delay on
the OXI side as OXI processes the message as and when it
gets them:
Select count(*) from hldx.hx_msg_repository ( Please
replace hldx with Holidex schema name ).
Holidex puts the messages into this queue, OXI processes
the messages from here. This sql should return you zero
most of the time. If this sql returns a number and the OXI
download processor is running then there is some problem
in OXI. If you see zero, it is a Holidex issue and the Holidex
helpdesk has to be informed. Number 1-800-810-4499 .

20

Holidex

14-day forecast In the 14-Day Availability

Forecast the room types are all
showing numbers instead of
characters.

Call the Holidex helpdesk under 1-800-810-4499

21

Holidex

DCO export file DCO and REV export files are not
sent to the FTP server on the
IHG side. Error given is:
"FTP ERROR while transferring '
HCKO.PRD.V080001.SKASH.S801'
file to FTP server. REASON: PASS
command failed - __passwd ( )
error : EDC5143I no such
process."

Error is from Holidex FTP server side.

Check that the FTP server url is correct in OXI comm
methods
Check that the FTP user is entered correctly in OXI comm
methods
Check that the masked FTP password is entered correctly in
OXI comm methods
If the error occurs again call the Holidex Helpdesk for
resolution: 1-800-810-4499

22

Holidex

Reservation
Duplicated

make sure that the TPI is on 16.02 or higher.

and

Duplication of reservation that

The duplication of the reservation for guest 'Xxxxxx', was
exists in the Opera PMS; warning sometime after the booking was made, with the first
"original confirmation cannot be change was done to the reservation. The update message
never made it into Opera, probably showing as failed in the

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found making reservation for

change message".

OXI, so the reservation has segment number not updated.

The CRS was sending 2nd update message to the
reservation and since the segment numbers were out of
balance the update did not work. So OXI's functionality is to
create a new reservation for update reservation when the
booking number and segment number match cannot be
found.
Solution for issue to balance:
Cancel the original booking with the lower CRS confirmation
number. Keep the reservation with the higher CRS
confirmation as this reservation will have all the CRS
updates. This will also eliminate the duplicate confirmation
number now in the CRS.
The OPERA table that can be used to see if this is true for
bookings is 'RESERVATION_DAILY_ELEMENTS'. The column
that houses the Segment number is called 'EXT_SEG_NO'.

Reservations fail in OXI. Errors

were:
"ORA-0000 normal successful
completion"
"Rate Code validation failed."

The reservation is downloaded and goes through the

conversion and defaults in OXI as necessary, next OXI
checks Opera, finds restrictions on either the Rate Code or
House is closed out.
Scenario 1- if the House is closed out then reservation will
go through conversion and then try to pick default rate
code. This will fail due to Opera PMS house close restriction
rules. User will have to manually insert reservation into
Opera. This is intended functionality in Opera.
Scenario 2 - if the Rate Code is closed out but not the
House, then the reservation will go through conversion and
if the rate code that was booked is closed, OXI will next try
to pick the default rate code and insert reservation.
Scenario 3 - if all rate codes and house are closed then the
reservation will go through conversion and will fail due to
Opera restriction rules. User will have to manually enter
reservation.
Solution - if CRS is booking reservations and causing high
overbooking at hotel, Hotel can make the decision to go
into the Holidex and close out.

23

Holidex

Download,
messages
external to
Opera

24

Holidex

DCO export file When Opera PMS is on

2.0.45.33.00 or higher and the
Holidex CRS version Holidex Plus,
what is the setting for the
DCO_EXPORT?

The Choice of export is DCO_EXPORT_SCC. This is the

export used when hotel is at least on Opera 2.0.45.33.00,
Holidex OXI 2-Way version TW45.13 and the Holidex CRS is
PLUS.

25

All

Download,
messages
external to
Opera

Downloaded Reservation
response messages and new
bookings are showing failed in
OXI to Opera with error: "20001: ORA- 20001: P$M$S6508P$M$S , ORA- 06508:
PL/SQL: could not find program
unit being called".

In the Opera schema there was some code compiled or a

fix applied to it. When the recompile of the schema was
done the OXI interface processors were still running. This
invalidated object packages in OXI.
Log into OXI and turn off the processors. Use the Opera
SMT tool to compile the OXI schema to fix packages and
objects that are invalid.
Turn on the processors when done and reprocess any failed
messages.

26

FM_GDW

Export File

Hotel is receiving negative room

rate data from the stay files.

Reason is that the rate is negative in Opera as the users

had discounted the rate more than the actual dollar of the
rate amount.

27

All

Rates, External
to Opera

Rate Tier for 2.6.0 versions and

higher in Opera are activated by
the Opera PMS parameter:
Setup> Application
Parameters>Rates Group>
parameter RATE TIERS = Y.
(Rate Tier will not be available
for OXI_HUB to ORS)

When the rate tier is active, then the configuration of rate

tiers can be done in Opera configuration Rate Management.
If the rate tiers are not the same as in the CRS, then any
rate message sent from CRS to Opera will fail. The
appropriate error message from Opera will be given in OXI
as; "Rate download failed. All rate tier length of stays must
match between Holidex and Opera in order for the rate to
download successfully."
Fix the tier setup in Opera PMS and then you can select the
failed message for REPROCESS in OXI.

28

All

Message

Installation happens if multi

property and interface is setup
configuration wise but has
multiple properties that are not
configured for delivery.

Solution: Either delete all multiple entries for the interface

that has been created or setup all configuration for
Communication methods for the interfaces that will be
coming online.

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Trouble Shooting Guide - All interfaces

Download- What happens if the

MSG ID column is not populated
at all?

Page 5 of 6

29

All

Message, MSG
ID

30

All

Comm Methods The Communication Methods

menu item is not displayed when
setting up new or accessing
existing interface.
Communication Methods is found
under Interface Configuration.

Communication Methods menu item is not displayed after

an upgrade.
Do the following steps:
1. Stop OXI Processors.
2. Go to the Interface Configuration and menu Edit
Interface.
3. Select Message Format field for temporary update.
4. Select the arrow pick box
5. Change original value to other message type.
6. Select SAVE button.
7. Now go back to Message Format field and change back
to original value.
8. Select SAVE button again.
9. Exit out of entire application and login again.
10. Check Interface Configuration Menu list for
Communication Methods. Will be displayed in list.
11. Start the OXI Processors back up again.

31

All

Comm Methods The Communications Methods

are setup and the service still
stops. In the OXI log there are
entries showing start/stop. But
when you go to the Comm
Methods setup you see the
entries.

Communication Methods look like they are setup. But

during manual entry ghost projection of first entry is
displayed into either External to Opera or Opera to External
setup. And user takes it for auto-population.
Solution:
1. Remove the value in the fields and manually type in
again and save the values.
2. Restart the processors and the communications will work
now.

32

All

Oracle, OXI Log Error in OXI Log and not

messages are outbound/inbound
in the system.
"Can't login to oracle as
v38_oxhot2@rkv37smoke. Error:
ORA-12640: Authentication
adapter initialization failed. (2)
Will try to reconnect after ~60
seconds."

Issue can be the Oracle home. Since this can happen after
upgrade to Oracle 10G and server may have multiple
homes. Check that the correct home is being pointed to.
This would happen if you have multiple test environments
handled and need Oracle 8I and 10G.

33

All

Comm Methods Error given when enrollment or

other quick response is required
from external system: 'Couldn't
initialize the interface for
property 'XXXX'.

Communication Methods is either not setup or network is

not setup to communication to external system. Check
network setup and or Communication Method setup for
OXI.
Also check that the OXI License code is active and then see
if the Opera PMS setup for External System is showing the
OXI active.
Correct the setups necessary and either reprocess
messages or resync if necessary.

34

ORS/All

Data Request

Value is null, specifying that there is no data for the dates

requested.
In OXI_HUB the 'MESSAGEREQUEST' for 'Allotment' will not
receive an update from PMS that his has failed. Just no
messages will be returned where no data matches.

35

All

Business Events Expected configuration of

business events is missing after
upgrade of Opera and OXI
environments. Business Events
are pre- configured for most
interfaces not all and new
functionality that requires these
is not working.

36

Holidex

AIB

Message type sent from

OXI_HUB called
'MESSAGEREQUEST' sent to
external property. Message
Failed going into external
property with this error: "Item
Type "" is not Supported."

This is okay, the external system is not sending Message ID

number in the XML header.
Message is still processed and inserted into Opera PMS.
This will not hamper being able to Reprocess any message.

Reason:
Reason for the new business events not being ticked when
upgrade is that the OXI Processor Shell.exe when ran,
during the upgrade, did not have the 'Run the interface
initialization scripts' checkbox flagged to update
configuration as needed. Topic referenced is the OXI Install
& Upgrade Guide document. See page 23 under section
"Install and or Upgrade of OXI Processors."
Solution: Re-run the OXI processors shell executable and
make sure this on-screen parameter is flagged so that the
update occurs.

AIB request did not finish will I

be able to request another

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without going against the limit of Yes, you can request another AIB request if the previous
'3' per day requests?
request did not finish and balance. It will not count against
the '3' limit per day count.
37

Holidex

AIB

REQUEST FAILED, and

description "AIB-Build- Request>ERROR: Failed to Connect to
Holidex server" is the status on
AIB Main Request screen. What
does this mean?

The Holidex Server is down and could not request data

back so the request Timed-Out on its own.
Try the AIB request again later to see if server is back up.
If retry later still returns issue call IHG Helpdesk to check
issue.

38

All

Communication Error in OXI Log and or System

Error Log, where no response
from external system and or
Time Out has been experienced.
Error: "Receive failed [HTTP]
[nploxis11][0.984][/Operajserv/
OXIServlets/ORSInterface?
propertyName=FILEE]
[CInternetException 'A
connection with the server could
not be established '.]".

Issue is in a Push/Pull if the system is only PUSHING data

to use and we do not require to PULL, the Comm Methods
for External System is populated and does not need to be.
Check Comm Methods setup correct configuration.
Stop/Restart Processors.

39

Holidex

Export Files

Warning in the Message Status

screen: "Can't validate directory
[oxi/v26shldx/dco_re] on FTP
server [aix02][iasdev]."
This warning indicates that the
directory path given in the Comm
Methods screen is not correct, so
the message could not be
deposited on the FTP Server.

Check the path to the directory. Verify that there are no

misspelling for this path, or missing part of the path. As the
field is free-format typed. Messages that are not delivered
will be status changed to 'RETRY' and will go with next
scheduled delivery time.
REPROCESS: To bypass the delivery time and have
immediate delivery of the export file. Select the record on
the Message Status and the 'REPROCESS' button. Once
they bypass the time schedule, the status will be changed
to REPROCESS and if successfully dropped onto the FTP
Server the status returned will be SUCCESS.
Note: Any update change to the Comm Methods for the
Export files will require a Restart of the OXI Service or a
selection of ALL Processors if done through the application.
Export files rely on the Export File and Upload processors
for delivery.

40

Holidex

AIB Exceptions
Rep

Setup issues where automatic

printing is not happening after
Night Audit run and or Manual
user requests.

Check Setup:
Verify in Opera PMS > Config > Application Setting >
General - Settings --Report Application server name is
configured in this example the appserver/single server
name was HXPITSPSVXXXAP1.
Open a DOS prompt > connect as user OXI/OXI@OPERA
Copy in following - but enter value where ='RESORT', to
the Real Property/Inn code (ie FILEE)
Sql_script: declare iDummy int;
begin pms_p.initialize ('NA_REPORTS', 'NA_REPORTS',
'RESORT');
iDummy := int_i.set_session_variables
(null,'HOLIDEX','RESORT');
end;
-----------------------------------------If you get a number after pressing enter , just put in a
forward slash / ,press <enter> you will see
PL/SQL procedure successfully completed.
At the SQL prompt copy in following, but replace the
'RESORT' with the correct property / Inn code, also get a
process id from the inventory balancing screen
Begin int_aib_misc.print_invent_bal ('oxi_invent_bal',
'RESORT', 'HOLIDEX',
85634, 'AIB-BLOCK-REQUEST'); end;
if you get a number after pressing enter , just put in a
forward slash / press enter you will see
PL/SQL procedure successfully completed.
Now you should see something in the default printer configured on the application server - also make sure that
the Application Server has printer assigned as default
printer.

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