Help Center

Troubleshooting

21 guides in this chapter of the SunPMS Help Center.

How to Troubleshoot a SunPMS Problem
Almost every SunPMS problem has one of five causes: a wrong PMS date, a missing licence, a missing privilege, a setting that is switched on or off…
Troubleshooting Login, OTP and Password Problems
Use this page when a user cannot get into the landing portal or SunPMS. Start with the exact message on the screen.
Troubleshooting Property Creation
Only the owner can create a property. These are the problems seen on the landing portal wizard.
Troubleshooting "Not Licensed" and Licence Problems
Access has three layers: account, privilege and licence (Roles and access). This page covers the licence layer.
Troubleshooting a Missing or Greyed-Out Button, Card or Menu
A control can be hidden or disabled for four reasons: the privilege of the user's role, a setting or feature switch, a licence, or the state of the…
Troubleshooting a Wrong Tax, Rate or Amount on a Folio
Room rent and tax are calculated when the folio is saved and recalculated whenever the stay or rate is edited.
Troubleshooting Check-In, Check-Out, Cancel and Room Move Blockers
Read the message in the box first; most blockers name a Reason. Also check: a room must be assigned;
Troubleshooting Night Audit
The audit closes the business day and moves the PMS date forward by one day. It is all-or-nothing: if a check fails nothing changes.
Troubleshooting Reports with No Data or Numbers That Do Not Match
Troubleshooting Reports with No Data or Numbers That Do Not Match
Troubleshooting OTA, CRS and Interface Sync
SunPMS does not sell rooms itself; a CRS / channel manager does. Pushes are queued: "success" on a sync screen only means "queued" (Sync overview).
Troubleshooting Credit Card Authorization and Card Payments
Troubleshooting Credit Card Authorization and Card Payments
Troubleshooting Room Status Confusion
Troubleshooting Room Status Confusion. Troubleshooting Room Status Confusion Part of the SunPMS Help Center.
Troubleshooting Printing and E-mail
Troubleshooting Printing and E-mail. Troubleshooting Printing and E-mail Part of the SunPMS Help Center.
Troubleshooting the Guest Portal and Online Check-In
The guest portal is a web page the guest opens from a link; it needs no app (Guest side).
Troubleshooting a Slow or Stuck Screen
Troubleshooting a Slow or Stuck Screen. Troubleshooting a Slow or Stuck Screen Part of the SunPMS Help Center.
Troubleshooting "Record Already Exist" and Other Save Refusals
Record Already Exist. is the server's answer when a master with the same name (or the same key) is already saved.
Troubleshooting Shift Start and End
Troubleshooting Shift Start and End. Troubleshooting Shift Start and End Part of the SunPMS Help Center.
Troubleshooting chat, notifications and cross-app messages
Use this page when the chat button is missing, a colleague cannot be found, a message does not arrive, or a message to the car park or restaurant…
Integration groups or properties do not load
Symptom. On an integration page (SunParking Setup, Integrations; SunPOS Settings, PMS Integration;
Landing page shows no properties, or loads slowly
Symptom. After sign in, the SunAuthWeb landing page (Properties section) is empty for several seconds, or you think the group has no properties.
Troubleshooting Dark Mode, the Side Menu and the Phone Layout
These topics concern how the screens look and where the menus are, not what the data says. Nothing here changes any booking, rate or setting.

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