Troubleshooting Printing and E-mail
On this page
- Symptom: Print does nothing
- Symptom: a document is not in the list
- Symptom: "Please enter Email Address"
- Symptom: "Email send successfully." but the guest got nothing
- Symptom: no mails at all leave the system
- Symptom: night-audit reports not received
- Symptom: placeholders show literally in an e-mail template
- Symptom: WhatsApp fails
- Symptom: report PDF / Excel problems
- Symptom: automatic printing at check-in or check-out is unwanted or missing
- When to escalate
- Tips and FAQ
Symptom: Print does nothing
Cause: the folio PDF opens in a new browser tab and the browser blocked the pop-up. Fix: allow pop-ups for the site. Save the folio first; unsaved folios may not have the document.
Symptom: a document is not in the list
| Document | Shown when |
|---|---|
| Reservation Confirmation | Folio is still a reservation |
| Cancellation Report | Folio is cancelled |
| Payments Receipt | Payments exist |
| Other Charge Report (e-mail / WhatsApp) | Charges exist |
| Malaysia Folio / GST Folio | Property country is Malaysia / India |
| Email Templates | Active templates in Email templates |
| Guest Interface Link | Folio reserved, not checked out, portal on |
Symptom: "Please enter Email Address"
The guest has no home or business e-mail. Add it in guest details and retry.
Symptom: "Email send successfully." but the guest got nothing
Likely causes:
- Spam folder or wrong address.
- The e-mail switch is off or the SMTP login failed. Use Test Email in Email setting; expected result "Email send successfully."
- Folio Setting switches: automatic mails at reservation or check-out (Email Check-out Folio) are separate switches (Folio setting).
- The reservation cancellation letter e-mail CC is invalid ("Please enter valid email for reservation cancellation letter.").
Symptom: no mails at all leave the system
The E-Mail Settings toggle is off (the server then sends no mail), or server name, port, SSL, user or password are wrong. A new property starts with a shared sender so mail works before you configure your own.
Symptom: night-audit reports not received
Email Recipient / Email CC empty, the reports are not ticked in Report At Night Audit, or Send Report failed ("Failed to send report. Error:...") (Night audit setting).
Symptom: placeholders show literally in an e-mail template
Symptom: WhatsApp fails
"Could not send on WhatsApp." / "Could not open the conversation.": needs the WhatsApp licence and setting (WhatsApp setting, Not licensed).
Symptom: report PDF / Excel problems
Symptom: automatic printing at check-in or check-out is unwanted or missing
Controlled in Folio Setting (Folio, Detail, GST, Registration Form).
When to escalate
SMTP test fails with correct settings; documents print blank or with wrong property details; template placeholders not replaced after dragging.
Tips and FAQ
- Q: No mails leave the PMS. A: The toggle is off, or the SMTP login failed. Use Test Email.
- Q: Why does the guest not get the check-out folio mail? A: Email Check-out Folio is off, the guest has no e-mail, or Email Setting is disabled.
- Q: PDF does not open. A: The browser blocked the pop-up; allow pop-ups.