Articles in this section

See more

Data Alerts

Avatar
Kelli Freeman
  • Updated
Follow

Data alerts are a result of a “Property Management System” PMS not sending data to Revinate, which will result in transactional emails not sent as expected. These are also known as data droughts. Issues within a PMS may cause a data outage and troubleshooting will be involved. A data alert within Revinate is triggered 12 hours since the last received timestamp for properties with active transactional emails and 25 hours since the last received timestamp for properties without active transactional emails. Data alert emails will go out every 4 hours until the data drought is resolved.

Sometimes data is not sent due to expected circumstances such as scheduled maintenance, seasonal closures and other circumstances. You can let Revinate know of these expected data outages ahead of time to avoid data alerts being triggered. We explain the steps in detail below.  

 

In this article we will give you the appropriate steps for: 

 

Expected Data Droughts 

If your data drought is expected, due to seasonal closure, maintenance, etc. Please notify Revinate by navigating to the ACCOUNT SETTINGS page and selecting the DATA ALERTS tab. See image below. 

data_alerts_notice.png

Here you may enter the date range for the expected outage. Reasons for expected outages may include the following: "Construction expected to finish around September 2020" or "Hotel will reopen for ski season in December 2019" 

 

If the data outage is not expected, please see additional instructions below. 

If after completing the troubleshooting instructions there are no changes, notify Revinate by messaging support+droughts@revinate.com.  

 

PMS Troubleshooting

Select your PMS type to be redirected to the appropriate instructions on fixing issues that may cause data to not be sent to Revinate and emails not going out.



SmartSync 

(roomMaster, Epitome, Visual One)

A drought on SmartSync can happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)

If none of these apply, please do the following: 

  1. Find your Revinate SmartSync (this is a small piece of hardware that is responsible for retrieving data your PMS and sending data to Revinate)
  2. Unplug the power cord from your Revinate SmartSync device
  3. Wait 30 seconds
  4. Plug the power cord back into your Revinate SmartSync device
  5. The sync may take approximately one hour. If data is flowing correctly - you will no longer receive data alert emails from Revinate



OPERA via OSR

A drought on Opera via OSR can happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)

If none of these apply, Please do the following: 

  1. Log into OPERA and open the Reports Scheduler (Login > PMS > Miscellaneous > Reports Scheduler)
  2. Confirm that the Revinate reports are still present (look for two reports that contains the word "inguest" or "revinate")
  3. Click the "Reports" button (to display a list of "Submitted/Completed Reports") and send Revinate a screenshot that shows the last time an inguest report ran (note: if you see an error, please send the full error message, if it's not visible in the screenshot).



OPERA via OXI

A drought on Opera vis OXI can happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)

If none of these apply, please do the following: 

  1. Log into OPERA and click the "OXI" button
  2. Navigate to the message status screen (Interface Status > Message Status)
  3. Click the tab labeled "2. MESSAGES TO EXTERNAL SYSTEM"
  4. Specify the following inputs:

        - Module: RESERVATION

        - Interface ID: REVINATE

  1. Click the "Search" button
  2. Take a screenshot of the window
  3. Find any error messages, double click (if necessary) to obtain the detailed error message, take a screenshot
  4. Send Revinate the screenshots to complete and necessary troubleshooting



Lodgical Solution

A drought on Lodgical Solution can happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate

If none of these apply please reach out to Lodgical Solution for assistance. The PMS team can assist with restoring the connection and send to Revinate any data missed during the disruption.



Infor HMS

A drought on Infor can happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate
  • The Tenant ID of the property may have changed in HMS (the Infor team will have more information on this if the above do not apply)

If none of these apply please reach out to Infor for assistance. The PMS team can assist with restoring the connection and send to Revinate any data missed during the disruption.



Maestro

A drought on Maestro can happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your PMS Server's IP address has changed (e.g. due to a new DNS provider or website)
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate

If none of these apply, please locate the windows service for the Maestro-Revinate interface and restart this. Let Revinate know when you complete these steps so we may check for incoming data.

 

 

Fidelio

A drought on Fidelio happen for a variety of reasons: 

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate

 If none of the above situations apply, please restart the FidelioServer.exe file. 

You should usually have an automatic Windows task meant to restart FidelioServer.exe on a daily basis. Setting this task will minimize risk of further problems which would have been solved with a restart. If this automated Windows task was disabled, it can result in data droughts. You can have your IT team check to see if this task is disabled and re-enable if you are experiencing repeated droughts. 

 Let Revinate know when you have restarted this Windows task so we may check for incoming data. 



HotSoft

A drought on HotSoft happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate

 If none of these situations apply, please reach out to HotSoft for assistance. The PMS team can assist with restoring the connection and send to Revinate any data missed during the disruption.

 

 

Amadeus PMPRO

A drought on Amadeus PMPRO happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate

 If none of these situations apply, please reach out to Amadeus PMPRO for assistance. The PMS team can assist with restoring the connection and send to Revinate any data missed during the disruption.



Amadeus IDPMS

A drought on Amadeus IDPMS happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate

 If none of these situations apply, please reach out to Amadeus IDPMS for assistance. The PMS team can assist with restoring the connection and send to Revinate any data missed during the disruption.



Springer Miller SMS|Host


A drought on Springer Miller SMS|Host can happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate

 If none of these apply please reach out to Springer MillerSMS|Host for assistance. Their PMS team can assist with restoring the connection and send to Revinate any data missed during the disruption.

 

 

StayNTouch Rover

 

A drought on StayNTouch Rover can happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate

 If none of these apply please reach out to StayNTouch for assistance. Their PMS team can assist with restoring the connection and send to Revinate any data missed during the disruption.

 

All Other PMS

A drought on all other PMS can happen for a variety of reasons:

  • Your property management system (PMS) is offline, underwent maintenance, or was upgraded
  • Your property’s IT team changed a firewall setting to restrict external data transmission
  • Your property experienced a power outage or network disruption
  • Your property is temporarily closed (e.g., closed for the season or for maintenance)
  • There was some other recent change that is preventing data from reaching Revinate

 If none of these situations apply, please message Revinate at  support+droughts@revinate.com so that the issue may be escalated.

 

 

Related articles