> ## Documentation Index
> Fetch the complete documentation index at: https://docs.axisdata.net/llms.txt
> Use this file to discover all available pages before exploring further.
# Troubleshooting
See how to approach different issues when encountered.
### **Product Related Issues**
This section includes product and mapping related scenarios.
* **I can’t see a property in our system**.
* Cause: Property is not assigned to this feed but to another feed.\
Action: Check you are using the correct feed for that market.
* Cause: Property is not mapped in your system.\
Action: Contact your product manager to map it.
* Cause: Property is not assigned to your feed.\
Action: Contact your account manager in OTS.
* **I can’t find details of a property in our system (images, descriptions)**.
* Cause: Property was not fully mapped or had a mapping error.\
Action: Contact your product manager/IT.
* Cause: Some concepts are not included in the NBC message.\
Action: Contact Axis Data Integrations.
* Cause: Property is on sale but NBC was not mapped yet.\
Action: Contact your product manager/IT.
* **Some details of a property are incorrect or different from what I got via other systems**.
* Cause: Property was incorrectly mapped.\
Action: Check the property to ensure it was correctly identified.
* Cause: Property has outdated data in OTS.\
Action: Contact OTS NBC.
* Cause: Property has outdated data in your/other systems.\
Action: Contact your product manager.
* **I can’t find a specific area in our system**.
* Cause: Area was incorrectly mapped.\
Action: Check the area to property mapping to ensure it was correctly identified.
* Cause: Area name has changed in OTS, property-area mapping failed.\
Action: Contact OTS NBC.
* **I can’t find a property under a specific area**.
* Cause: Property was incorrectly mapped.\
Action: Check the property to ensure it was correctly identified.
* Cause: Property has outdated data in OTS.\
Action: Contact OTS NBC.
* Cause: Property has outdated data in your/other systems.\
Action: Contact your product manager.
* **I have a property located in a wrong area**.
* Cause: Area was incorrectly mapped.\
Action: Check the area to property mapping to ensure it was correctly identified.
***
### **Search Related Issues**
This section covers issues when a search is performed for both data retrieved from our cache and live requests.
* **I can’t get results for a specific property**.
* Cause: Property does not have enough allotment or it's in Stop sales.\
Action: Select another property or dates.
* Cause: Property is not assigned to this feed but to another feed.\
Action: Check you are using the correct feed for that market.
* Cause: Requested stay is over the maximum defined by OTS (55 days).\
Action: This request can’t be processed.
* **I get a specific property in a search response but it fails when I try a quotation**.
* Causes:
* Pax ages are different in the search request than in the quote request. Children might be considered as adults, causing occupancy error.
* Allotment was consumed during the search to quote step.
* Property/room/board was closed/stop sales during the search to quote step.\
Action: Property not available for the requested parameters, start a new search.
* Causes:
* Allotment was consumed since the cache file delivery (old cache).
* Property/room/board was closed/stop sales since the cache file delivery (old cache).\
Action: Property not available for the requested parameters, choose a different option.
* **I get results only for high occupancies (bypassing the cache file)**.
* Cause: Property was included recently, a cache file was not delivered yet.\
Action: Wait for the cache file to be delivered.
***
### **Booking Related Scenarios**
This section covers all issues related to the booking process: quote, book and cancellations.
* **I can’t book a property from which I got a favorable quotation (initial quotes)**.
* Causes:
* Allotment was consumed during the quote to book step.
* Property/room/board was closed/stop sales during the quote to book step.\
Action: Verify data with a new quotation. If a quote is returned OK and an immediate book fails, contact integrations.
* Cause: A network issue prevented the request or the response from reaching the destination in time.\
Action: Verify the status of the booking in the ClientNet.
* **I can’t cancel a booking, I got an error indicating the reference does not exist**.
* Causes:
* Reference is incorrect.
* Booking was not stored.
Action: Contact customer support.
* **I get a price difference between my search result and my quotation result**.
* Causes:
* Price may have changed in the last minutes.
* Pax ages are different in the search request than in the quote request. Children might be considered as adults.\
Action: Property not available for the requested parameters, choose a different option.
### **Ghost Bookings**
When an XML message to confirm a booking is sent but no response is received (timeout), there are various scenarios for errors to occur:
* **While sending**:
* In the Distributor systems: booking request never gets sent.
* In the internet: message gets lost/corrupted.
* In our systems: message does not get processed.
* **While responding**:
* In our systems: booking response never gets sent.
* In the internet: message gets lost/corrupted.
* In Distributor systems: message does not get processed.
It is technically only possible to detect these cases by the sender of the request. Conclusively, we require a **“failed booking process”** during certification of every integration to define actions to be taken by the client when a booking request is not responded to in an agreed time (in general 10 seconds). Options are:
* If the booking is **not confirmed to the end customer** (and no flights are reserved), send **automatic cancellation** after 5 minutes of detection. Keep logs for troubleshooting and disputes.
* If the booking **is confirmed to the end customer or flights are booked**, send **automatic rebooking message** with the exact same reference after 5 minutes of detection.
* If the booking was not processed, it will then be automatically confirmed.
* If the booking was already made with the first request, a **“Booking already exists”** error will be returned.
* An `OTA_Read` message can be implemented to obtain our booking references and response details like price and price breakdown.
* If none of the above technical solutions can be put in place, some clients opt for sending an **email to their support department** to review and resolve the situation on ClientNet.
If a booking request is received and the client does not receive a booking response, the booking remains **payable**, if not cancelled.