This article explains how to find and fix the cause when Duetto receives no data, or only some data, from RMS.

Overview

Duetto is a third-party revenue management system. Once the Rate Manager tab is saved with Duetto selected, RMS checks for changes about every 10 minutes and sends Duetto reservation (booking), inventory, group and revenue data. RMS shows no on-screen error when this stops, so check the setup in the order below.

Rates arriving from Duetto do not prove RMS is sending data: the two directions work independently. If RMS rejected Duetto's rate updates, see Duetto - Rate Updates Rejected (Error 249 or 116).

Applies to: each property with Duetto as the Type on its Rate Manager tab, including in multi-property databases. For first-time setup, see Duetto Interface.

Please Note! RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.

Quick Checks When Duetto Is Not Receiving Data

The quick checks below cover the most common reasons, in the order to check them.

Tip! On a new connection, set Category Codes and Area Statistics before saving the Rate Manager tab, because saving starts the first full sync on the next check.

Possible Causes of Missing Data

The possible causes below follow the order RMS Support checks them.

Cause 1: The Rate Manager module is not active, or is the wrong version

The Rate Manager module connects a property to Duetto. RMS Sales activates it per property by sales order. It is not in Module Market, so it cannot be checked there. It has two symptoms:

• Duetto is missing from the Type list: the module is inactive, or its activation is incomplete.
• Duetto is saved but receives nothing: the module may be a version that lists Duetto but that RMS does not send data for.

Fix:

1. Go to Setup > Property Options > Property Information and note the property's RMS Client No.
2. Ask RMS Support to confirm the module for that RMS Client No is active, with Duetto as partner, in a version RMS sends data for.
3. Once corrected, confirm the Rate Manager tab Type is Duetto.

Please Note! In a multi-property database, the module is activated against each property's RMS Client No, not the login Client ID.

Cause 2: Categories have no Code (the Room Type Code)

The Category Code is the Room Type Code Duetto uses to identify each room type, and must match Duetto exactly. If no Category has a Code, RMS sends nothing. An uncoded Category's reservations and inventory are not sent, so Duetto sees only part of the property. Moving reservations from a coded Category to an uncoded one also causes discrepancies.

Fix:

1. Agree each Category's room type code with Duetto.
2. Go to Setup > Category/Area and select the pencil icon on the Category.
3. On the Extra Details tab, enter the code in Code, not Code 2 or Code 3.
4. Select Save/Exit, then repeat for every Category Duetto manages.
5. Ask RMS Support whether a full re-sync is needed to send these Categories' history.

The Code is set on the Category; Area screens have no Code field.

Important! Changing a Category's Code after connection stops Duetto's updates for that room type until the code is also changed in Duetto.

Cause 3: Areas are excluded from Statistics

Area Statistics, set on each Area, also controls what RMS sends to Duetto. Areas with Statistics off are left out of the daily summary and inventory data, and their reservations are not sent unless the Category is Interconnecting. Duetto can then show fewer rooms, nights or reservations than RMS. A reservation with no Area yet is still sent, but one moved into a Statistics-off Area stops updating and stays reserved in Duetto.

Fix:

1. Go to Setup > Category/Area, select the pencil icon on the Category, then select the Area tab. The Statistics column shows each Area's setting.
2. Select the Area, then the pencil icon.
3. On the Area Details tab, select Statistics.
4. Select Save/Exit.

Please Note! Include every physical Area in Statistics except Interconnecting Master Areas, as described in Area Statistics. Do not turn Statistics on for an Interconnecting Master Area to make it appear in Duetto.

Cause 4: The Rate Manager tab is incomplete or saved on the wrong property

The Rate Manager tab holds one property's Duetto connection details. RMS sends nothing until it is completed with Type set to Duetto and saved. Duetto identifies the property by its RMS Client No, so complete the tab on that property.

Fix:

1. Go to Setup > Property Options > Property Information.
2. Select the pencil icon on the property whose RMS Client No matches Duetto's setup.
3. On the Rate Manager tab, confirm the Type is Duetto and that Start Date, Username, Password, Endpoint, FTP Username and FTP Password are complete.
4. Select Save/Exit.

Full setup steps are in Duetto as the Property's Rate Manager.

Cause 5: The Duetto credentials are wrong or have changed

The Duetto credentials on the Rate Manager tab let RMS deliver data: the Username, Password and Endpoint send messages, and the FTP Username and FTP Password upload daily files. If any is wrong, or Duetto issues new credentials, nothing is delivered. The Endpoint is Duetto's integration address, not its login address.

Please Note! Enter only the credentials Duetto supplies for RMS to send data. The credentials Duetto uses to send rates and restrictions into RMS are held by RMS and are never entered on the Rate Manager tab. If they are entered there, RMS sends Duetto the wrong credentials.

Fix:

1. Ask Duetto to confirm all five values for this property.
2. On the Rate Manager tab, re-enter them exactly as supplied, including special characters.
3. Select Save/Exit.

Cause 6: The first full sync failed, or history is missing

The first full sync sends Duetto history from the Rate Manager tab's Start Date, but never from more than two years ago, so a Start Date on the connection day sends none. A failed first full sync is not retried; later checks send only new changes.

Fix:

1. On the Rate Manager tab, check the Start Date is when Duetto's history should begin.
2. Ask RMS Support to confirm a full re-sync is needed, and for the Daily Password.
3. On the Rate Manager tab, select the first of the three icons beside the heading, Re-Sync All Rate Manager Data (Requires Daily Password).
4. Select Proceed on the message "Please note, this process may take up to 2 hours depending on the size of your database."
5. Enter the Daily Password and confirm.
6. Ask Duetto to confirm the data has arrived. RMS shows no completion message.

Important! Re-Sync All Rate Manager Data resends everything from the later of the Start Date and two years ago, and cannot take a date range. Use it only when RMS Support confirms it is needed.

Please Note! Re-Sync Today Rate Manager Data resends nothing to Duetto, so do not use it for a Duetto property.

Still Not Working?

If Duetto still receives nothing, send RMS Support:

• The property name and its RMS Client No.
• The date the Rate Manager tab was saved with Duetto selected.
• Which data is missing (for example reservations, inventory, group blocks or revenue), and for which dates.
• Any error message Duetto has shared.

Related Articles

• Duetto - What RMS Sends and Receives
• Duetto - Figures Differ from RMS Reports
• Duetto - Changing or Disconnecting the Integration