Channel Bridge Debugging

Channel Bridge has several classes of errors that are debugged differently. Before escalating for debugging, first have the 

Error downloading information

This will present an error in the log, like an "Airbnb server issue" or "Vrbo server issue" message.

Steps:

1. Have the user retry again, could be a transient issue
2. Have the user try a single reservation by id and see if that works even though a range search doesn't
3. Have the user download the logs and include them on the ticket
4. Escalate

Missing bookings or no bookings found

Channel Bridge doesn't error but expected bookings aren't there. Maybe a "No bookings found" error.

Things to check:

• Make sure the user is in the right account
• If Vrbo, make sure the user has pre-API bookings and they're not all API bookings (non HA- prefix reservation numbers will be skipped)
• Try downloading one reservation by id, see if that works
• Make sure they're using the range they expect
• If they're going by modified since, try going by date range instead

If you can't figure out how to get bookings to return, gather the log and escalate.

Error Importing Bookings

There are a couple things that can cause errors while importing.

Simple issues:

• Couldn't find Bookings worksheet or Couldn't match columns to standard template. This means that the user downloaded a channel bridge file but tried to import into the Import Bookings from Excel tool which uses a different format. Send them the correct CB import link.

Complex issues that need escalating. For these, collect the following data before escalating:

1. Ask the client for information about just one reservation with the error (so we can target debugging). Gather this info and then escalate for research:
   • Channel Bridge file by reservation number for just one erroring row
   • Screenshot of the charges/payments for the reservation on the Vrbo or Airbnb dashboard
2. If it's just one row, delete the row from the file and give it to the client to import in the meantime while we research

Potential error messages for that need escalation:

• Calculated total doesn't match and we get a checksum validation failed result. This means that the charges didn't generate as expected -- either our charge generation is off or the Vrbo totals are off. 
• Unknown data detected. This means that we crashed while importing.

Vrbo Stalling Out on Payments

If the problem is Vrbo payment reports hanging, like so:

Skipping them is a workaround. There are less detailed payment summaries that Vrbo provides that are quicker and should have all of the info.

Airbnb Server Issue

Though this could potentially be a true server issue, but if Channel Bridge starts fine, and errors on transactions, this is typically a 2FA issue on Airbnb -- sometimes they throw up an extra check on the payments area specifically. 

We do try to catch this automatically and throw up a message to the user (see https://www.ownerrez.com/forums/general-help/channel-bridge-2#74152), but Airbnb has changed some things and we haven't been able to capture enough detail to fix the messaging on our end. When a user reports this, have them send the debug log and pass that along to T3 to see if there's more we can do to identify these scenarios.