Problems with RezOvation GT and How to Fix Them

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Here are some of the problems that users experience. Don't worry though - many can be fixed quickly and easily just by following the guide below. Some things that you might find helpful before you get started:

  • We find that the majority of problems are caused by computer issues. In many cases, this can be resolved by rebooting your computer.
  • If you are experiencing multiple problems with your computer, not just with RezOvation GT, you may have a virus.
  • If you're not sure how to do something with RezOvation GT (whether you're a new user, or you're trying out a feature for the first time), you might want to check out our "How Do I?" guide.


Contents

Can't start RezOvation GT

  1. Reboot your computer, and try to start RezOvation GT again. If that does not work, try the next step.
  2. Restart the RezOvation Service by doing the following:
    • Click the Start button.
    • In the Search box, type Services.msc and press Enter (if you are using Windows XP, click the Run option first).
    • The Services console will open. Scroll down and locate the entry for "RezOvation Property Manager".
    • Right-click on this entry and select "restart".
    • Wait about 30 seconds, and try launching RezOvation GT again.

Verify Server Name and Port Number error when starting RezOvation GT

Please try restarting the SQL Express and RezOvation Property Manager services as follows:

  1. Click Start -> Run (Vista / Windows 7 users: Click Start -> Search)
  2. Type services.msc (no quotes) and press Enter
  3. Scroll down and click on the "SQL Server (SQLEXPRESS)" service to highlight it.
  4. Click on the blue Restart link at the left. If that option is not visible, select Start.
  5. Scroll down and click on the "RezOvation Property Manager" service to highlight it.
  6. Click on the blue Restart link at the left. If Restart is not an option, select Start.
  7. Wait about 30 seconds.
  8. Start RezOvation GT normally.

SQL database service is not running error when starting RezOvation GT

  1. Click Start -> Run (Vista / Windows 7 users: Click Start -> Search)
  2. Type services.msc (no quotes) and press Enter
  3. Scroll down and click on the "SQL Server (SQLEXPRESS)" service to highlight it.
  4. Click on the blue Restart link at the left. If that option is not visible, select Start.
  5. Try to start RezOvation GT again.
  6. If RezOvation GT still does not start, fully reinstall RezOvation GT by following these instructions.

Portal status displays Initializing

  1. Reboot your computer, and try to start RezOvation GT again. If that does not work, try the next step.
  2. Restart the RezOvation Service by doing the following:
    • Click the Start button.
    • In the Search box, type Services.msc (if you are using Windows XP, click the Run option first).
    • The Services console will open. Scroll down and locate the entry for "RezOvation Property Manager".
    • Right-click on this entry and select "restart".
    • Wait about 30 seconds, and try launching RezOvation GT again.
  3. If you have a firewall on your computer, make sure that it is configured to allow RezOvation GT to access the Internet, and ensure that all RezOvation programs are allowed for the required ports. View our firewall guide for more detailed information.
  4. Check to make sure that you don't have any viruses.

Portal status displays Error

  1. Reboot your computer, and start RezOvation GT again.
  2. If you are still having problems, you should contact support.

Email preview returns an error

  1. Repair your Microsoft Office installation. To do this:
    • Go to Start > Control panel and click Programs then Programs and Features (if you are using Windows 7 / Vista) or open Add / Remove Programs (if you are using Windows XP).
    • Locate the entry for Microsoft Office, right-click on it, and choose Change or Repair.
    • The repair process will run.
  2. Repair RezOvation GT. To do this:
    • Go to Start > Control panel and click Programs then Programs and Features (if you are using Windows 7 / Vista) or open Add / Remove Programs (if you are using Windows XP).
    • Locate the entry for RezOvation GT, right-click on it, and choose Repair.
    • The repair process will run.
  3. Reboot your computer.

Rates and availability are not updating to RezOvation Booking Engine

  1. Check that your portal status indicator on the bottom right corner of the RezOvation GT screen displays "Online".
  2. If the portal status displays "Offline", enable the portal synch by following these steps:
    • Go to the Configuration screen.
    • Click the link at the top of the screen to enable the portal synch.
    • Wait about 1 minute, and the portal status should say "online".
  3. If the portal status displays "Initializing", please see this article.
  4. If the portal status displays "Error", please see this article.

Rates and availability are not updating to Webervations

Some things you can check if RezOvation GT does not seem to be updating to Webervations:

  1. Check that your portal status indicator on the bottom right corner of the RezOvation GT screen displays "Online".
  2. If the portal status displays "Offline", enable the portal synch by following these steps:
    • Go to the Configuration screen.
    • Click the link at the top of the screen to enable the portal synch.
    • Wait about 1 minute, and the portal status should say "online".
  3. If the portal status displays "Initializing", please see this article.
  4. If the portal status displays "Error", please see this article.
  5. Make sure that you've set up RezOvation GT correctly to work with Webervations. See the Webervations Setup Guide for more details.
  6. See the Webervations Troubleshooting guide for more details on fixing problems with the Webervations link.

Received a double booking

Typically a double booking will occur because your RezOvation GT database is not in synch with the RezOvation data portal. The first step is to make sure that RezOvation GT can communicate with the data portal.

  1. Check that your portal status indicator on the bottom right corner of the RezOvation GT screen displays "Online".
  2. If the portal status displays "Offline", enable the portal synch by following these steps:
    • Go to the Configuration screen.
    • Click the link at the top of the screen to enable the portal synch.
    • Wait about 1 minute, and the portal status should say "online".
  3. If the portal status displays "Initializing", please see this article.
  4. If the portal status displays "Error", please see this article.

It's also possible that you starting booking a reservation without realizing that a reservation was just booked online. If your screen hasn't been refreshed in a while, you might not see the online booking. Fortunately, you can turn on auto refresh. To do this:

  1. Go to the Configuration section.
  2. Click the link for "Lists, Occupancy Map, Reservations & Customers" from the Software Settings section.
  3. Set the auto refresh value. We recommend 1 minute.
  4. Click OK to save your changes.
  5. The lists & occupancy map screens will now automatically refresh.

Various strange issues including portal status errors and random crashes

You may have a virus on your computer which is causing problems. Even if you have anti-virus / firewall software installed, it's still possible to get infected by a virus.

We recommend that you download and run Malware Bytes to locate and remove any viruses / malware / spyware.

Administrator has locked this invoice on computer error

This error can happen for two reasons:

  1. You have RezOvation GT networked, and the invoice is open on another computer. Close the invoice on the other computer first.
  2. You are try to open an invoice that is already open on your screen. This can occur because:
    • You open the Edit Reservation window, either from the reservation list or the occupancy map.
    • Then, you edit the customer information and bring up the Edit Customer window by clicking on the “Edit” button next to the customer info on the Edit Reservation window. Now, you are looking at the Edit Customer window, and can see all of the different invoices/reservations that Customer has.
    • If you try to open the invoice/reservation you were just looking at, it will give you the "Administrator has locked this invoice on computer…” error.
    • To resolve this, close all open windows and try again
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