Hotel Retail

As of Travelport Smartpoint 9.1, Hotel Retail is activated for all agencies and enabled for all agents, by default.

 

Hotel Retail

Troubleshooting: Error Messages

Troubleshooting for Hotel Retail includes:

Tip! Error and warning details may be returned in the Terminal pane.

Installation Errors

Error Description/Solution

In Travelport Smartpoint 8.1 and later, the Hotel Retail application is not installed. The Hotel Retail icon ( or ) is not displayed in the menu.

 

The Hotel Retail icon may not display in the menu in Travelport Smartpoint 8.1 or later if:

  • Hotel Retail is not currently available in your market. Please contact your Travelport representative for more information.
  • Hotel Retail is available in your market, but your Travelport Smartpoint administrator has not activated Hotel Retail in the Travelport Marketplace settings.
  • There is an installation error with the Hotel Retail plug-in included in the Travelport Smartpoint installation.

Solution

You can continue to download and install Hotel Retail as a separate plug-in from Travelport Marketplace.

Note: If there is an error with the Hotel Retail plug-in, you have the option to complete the main Travelport Smartpoint installation without installing the Hotel Retail plug-in. For more information, see the Quick Installation Guide for Travelport Smartpoint 8.1, which is included with the Travelport Smartpoint desktop installation or available at AN16635 in the Travelport Knowledge Base.

Hotel Retail does not display:

  • When using a hotel search is made using a Hotel Availability (HOA) format or the Hotel Availability search screen.
  • In the list of plug-ins.

If Hotel Retail does not display, clear the plug-in cache.

  1. In the Terminal window, type #DELETEPLUGINCACHE.
  2. Press ENTER.
  3. Close Travelport Smartpoint and Galileo Desktop, then launch Travelport Smartpoint again.

If Hotel Retail still does not display after clearing the plug-in cache, change the location of the TMC.GUI.xml plug-in file.

  1. Close Travelport Smartpoint.
  2. Copy the TMC.GUI.xml file from C:\Program Files (x86)\Travelport\Smartpoint\PluginLocations to either of these locations:
  3. C:\Users\[user]\AppData\Roaming\Travelport\Smartpoint\Core\PluginLocations
  4. C:\Users\[user]\AppData\Roaming\Travelport\Smartpoint\PluginLocations

Where [user] is the username of the user currently logged in to Microsoft windows. (use the existing PluginLocations folder if it exists)

If the AppData folder is hidden, you can show hidden files from either:

  • Windows Explorer:
    • Select Organize > Folder and Search Options > View.
    • Select Show Hidden Files and Folders.
  • Typing %appdata% in the Run dialog box.
  1. Restart Travelport Smartpoint.

The following error message is displayed when you attempt to open Hotel Retail:

Could not load file or assembly 'System.Threading.Tasks, Version=1.5.11.0, Culture=neutral, PublicKeyToken=b03f5f7f11d50a3a' or one of its dependencies. The located assembly's manifest definition does not match the assembly reference. (Exception from HRESULT: 0x80131040) at Travelport.Controls.ViewModels.Hotels.
HotelsViewModel.LoadInitialHotels()

Travelport Hotel Retail requires an update to Microsoft .NET Framework 4 or later.

Please install Travelport Smartpoint 7.5 or later, which includes Microsoft .NET Framework 4.6.2 or later in the installation.

Note that Travelport Smartpoint 7.5 or later (including .NET 4.6.2 or later) is required to support PCI DSS compliance updates.

The following error message is displayed during installation:

Access to the path ‘C:\fp\swdir\CustomViewpoint\LocalScripts\
GDAUDIT\features\998_Listener_Startup.xml’ is denied.

Reinstall Hotel Retail:

  1. Close the current Hotel Retail installation.
  2. Reinstall the Hotel Retail, and select Repair when prompted.

 

Galileo Desktop/Viewpoint Errors

Error Description/Solution

User receives the message that Galileo Desktop or Viewpoint has stopped responding

When Galileo Desktop or Viewpoint crashes, another service must be ended to cause Hotel Retail to work correctly.

Launch the Task Manager (CTRL+ALT+DEL) and select Task Manager.

Locate the process titled “hcmmux.exe”, click “End Process”,and then restart Galileo Desktop.

TravelScreen Errors

Error Description/Solution

Travelscreen data does not appear when clicking the BOOK button or when typing SP01INSIDE

Some events can cause preferences to be reset. This has been fixed in most cases, but if it occurs, please do the following:

Minimize Hotel Retail and activate preferences in Smartpoint again. Then, when returning to Hotel Retail, Travelscreen data should load normally.

You can activate preferences in Smartpoint by redisplaying the profile using the following format: S*[company]-[traveler]. Click on the BOOK button and information will populate.

Hotel Retail plugin is not displayed by #LISTPLUGINS on Win7/.NET4.0/SP 6.5

Please ensure that the Hotel Retail plugin file (HotelRetail.Plugin.dll) is present in the Smartpoint folder:

C:\Users\[user]\AppData\Roaming\Travelport\Smartpoint\Core\PluginLocations

or

C:\Users\[user]\AppData\Roaming\Travelport\Smartpoint\PluginLocations

where [user] is the username of the currently logged in user (use the existing PluginLocations folder if it exists).

If not, please put it there manually.

User receives the message concerning unsupported resolution and scaling combination

Change resolution or scaling settings in Windows to match min/max supported values:

• scaling 150% - min resolution: 1600x1050 (max 1920x1080)

• scaling 125% - min resolution: 1280x900

• scaling 100% - min resolution: 1024x768