Here are some frequently used investigation methods to handle common support issues:

V1 PMS Related Issue

SSL Certificates Expiring or Booking Engine 500 Error

Error 500 usually means that we are not able to reach the server

Step 1 : Check SSL Certificate which can be done using Browsing the API URL

Which can be found in PMS Settings in Manage Property in b4 Admin

If the issue is still occurring, we are unable to reach the V1 webserver hosted at the property.

Step 2: Notify the IT team of the property to whitelist the IP addresses listed in https://b4checkin.atlassian.net/l/cp/CXNAUFRB

If the Issue is still occurring even after the whitelisting of IP addresses…

Step 3: Setup a Meeting to get access to the customer’s V1 webserver

Test the webserver using different methods like browsing the URL locally using IIS

From experience : Check SSL binding first to confirm the correct SSL certificate is being used for the correct domain

Payment Success Posting Failed
(most common with Opera, HMS & Maestro)

The payment Process is divided two Steps

First Step is payment processing step where the AVS verification occurs and the amount is transferred from cardholder to client’s paygate

Second Step is after completion of first step, when the posting occurs. We create a request to post the credit card and send the transactions details into the PMS

Above error says that payment should be a success but we failed to post into the PMS

Why do the Request fails :

Usually when we try to send the posting request to PMS, it returns an error

Due to which the posting fails in a generic way

To get the error message, use b4 Admin report

use invoice number or approval code to search in message tab

Then look for the log below the failed message; it should be in the XML

Most of the errors are PMS-based errors

We can not do anything except get back to client and let them know

To reach out to Support for their PMS

Payment Workflow

Payment workflow involves three different parties.

(this is not technical detail diagram, just high level overview)

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Few Flows

Fetching / Pulling Reservation

1. The reservation is pulled from Transform via b4 Admin, which sends the request to the PMS to fetch the reservation number via confirmation number or booking ID

Send Email to Guest

1. b4 Users (property Users) fetch the reservation and create a payment request for their guest which can be used to submit payment; this whole process is done in b4 admin and TransForm

Process Transaction

1. The Guest clicks on the link and completes the payment form. We perform the basic validations and then send the card over to the paygate, which will than authorize the amount and transfer the amount . We (b4) does not process the cards; paygates aAuthorize the card by performing the AVS and CVV validations

2. Once we get a successful response back from the paygate we Inform the guest that the transaction has been processed

3. If we get a failure or transaction is not processed , we inform the guest the payment failed

Posting

1. Posting occurs after the transaction is done

2. Cards once sent to the paygate come back in Token form which we send into to PMS

3. Along with the card token we also send the transaction amount that we performed on that card via the paygate

4. If the posting fails (most common support request), we do have a re-posting feature in b4 admin for Opera only

5. If the posting is successful, hooray! The transaction is complete and all the actions are completed

To Check the Connection with the PMS and Paygate

1. Get a Test Reservation from the customer and run the Fetch in b4 Admin

Open

2. To check the Connection with the Paygate, perform a one dollar transaction with test cards