If your reports are missing from any of the Otelier products, it could be due to numerous reasons.

The most common causes of missing reports or data include:

1. Missing Reports or Data

The reports or data may not have been submitted or received due to:

• An automation failure
  Due to an automation failure, reports or data that are normally submitted via automated methods (e.g., automatic email, SFTP, data feed) were not automatically sent.
• System failure
  (e.g., a system outage or update caused the reports to stop sending.)
• Failure to submit manual reports 
  (e.g., a Night Auditor failed to upload the required reports.)
   

2. Timing Issue

Otelier requires time to receive the reports in their queue, process them, and load the processed reports/data into your product. 
(e.g., you try to review the reports/data at 5 am local time, but the reports are not received until 5 am local time.) 
 

3. Data Processing Issue

An error has occurred while processing the report/data.
(e.g., the reports/data were received but are still in the queue or have encountered an error during processing.)
 

4. Corrupt Reports or Data

The reports/data received were corrupt and could not be processed.

Best Practices to Resolve Issues

Before submitting a support ticket, it is recommended you:

1. Missing Reports or Data

Resolve an Automation Failure

1. Confirm the report/data was sent from the source system (check your source system or contact Otelier Support).
2. If the reports/data automation fails, contact the system Vendor to resolve the automation issue and send the data/reports.
3. If you need to generate the data/reports manually, submit them to Otelier via a Support Ticket.

Check for a System Failure

• Check with the source system vendor support to see if they have any outages.
• Any known issues impacting a major customer system will also be posted in the Otelier Support Portal.

Resolve Failure to Submit Reports

If the reports were not submitted, contact the property or person responsible and ask them to submit them via their normal submission process asap.

2. Timing Issue

Allow Processing Time

• Most reports/data are received by Otelier between 3 a.m. and 6 a.m. (local hotel time) and need time to process. 
• Before checking the Otelier product, allow at least an hour between the time reports/data are expected to be sent and the time they are received.

3. Data Processing Issue

If you have confirmed that the reports/data were sent as expected AND allowed enough processing time, there may be an issue with the data processing; submit a Support Ticket that includes the following:

• All the steps you have taken.
• A request for the Support Team to investigate why the data/reports are unavailable.

4. Corrupt Reports or Data

If you have confirmed that the reports/data were sent as expected AND allowed enough processing time AND confirmed there are no processing issues, there may be an issue with the reports or data being corrupt:

1. Check the source file (if possible) - if you try to open it and it is corrupt, you should receive an error.
2. Submit a Support Ticket asking the Otlier Support Team to investigate why the data/reports are unavailable.