D-Edge

D-Edge interface – error handling and recovery logic

Below you can find a detailed explanation of how errors are handled in the D-Edge interface and how the export suspension and recovery process works.

1. Error detection and retry process

When an error is detected during data export, it is recorded for the specific D-Edge room type and rate (product). An email notification with the subject D-EDGE CHANNEL MANAGER EXPORT ERROR will be sent to the hotel email address. The email contains:

• Information about the affected product (room type and rate)

• The exact error message returned by the D-Edge system

After the error is detected, the system will initiate an automatic retry process.

If the retry attempt is not successful, it will be recorded as a consecutive error.

2. Export suspension for the entire connection

When a large number of consecutive export attempts fail, the system will stop sending data for the entire D-EDGE connection, not only for a single product. At this point, an email with the subject D-EDGE CHANNEL MANAGER EXPORT STOPPED will be sent to the hotel email address.

We strongly recommend resolving the error as soon as possible in order to resume normal operations and avoid data inconsistencies.

How to resolve D-Edge export errors

To identify and resolve the root cause of the error, please contact the D-Edge support team, providing them with the exact error message received. Once the issue has been resolved, please follow these steps:

1. Go to Navigation menu → Settings → All settings → D-EDGE (Availpro)

2. Edit the affected connection

3. This will open the Settings tab of the connection

4. At the bottom of the page, click the Enable export button

This action will restore the connection to its normal operational state.

Important note about data resend after enabling export

Activating the export will trigger a full data resend for:

• Availability

• Prices

• Restrictions

for all changes made in Clock since the last successful update, covering a period of up to 365 days.

Depending on how long the export was suspended, the amount of data to be processed may be significant and may take some time. Please:

• Wait approximately 20–30 minutes after enabling the export

• Check the data in the D-Edge system and the OTAs

If you notice any discrepancies, notify the Clock support team and provide the following information:

• The affected date(s)

• The room type and rate name as shown in the D-Edge system

• The value currently displayed on the OTA side

• The expected correct value

This information is required for further investigation and validation.

Most common D-Edge export errors

Room type and rate combination no longer exists

A specific combination of room type and rate is no longer available in the D-Edge system, but is still present in the connection settings in Clock.

In this case:

• The obsolete room type and rate combination must be removed from the connection settings in Clock. Go to Navigation menu → Settings → All settings → D-EDGE (Availpro) and edit the connection.

• Select the Sync - D-EDGE maps tab

• Review the data (more details can be found here) and confirm the download operation

• The removed products will no longer part of the mapping settings and there is nothing more to do for them

• In case there are newly downloaded products from D-Edge -> review their mapping settings in Clock and enable the export for them

Discrepancy based on the D-Edge price rules

D-Edge supports a configuration option that allows minimum and maximum price limits to be defined for each rate in their system. If Clock sends a price outside of the configured price range, D-Edge will reject the update and an error will be generated. Example error message:

- Warning | Price for Rate (....................) and Room (.................) Occupancy :(adults: 1, children: , infants: ) for the period : (2026-02-08-2026-02-09) cannot be update because it's too low (price low limit defined in D-Edge) | PriceTooLow | 9

There are two possible ways to resolve this issue:

Option 1: Adjust the price range in D-Edge

Update the minimum and/or maximum price limits in the D-Edge system so that they allow the prices sent from Clock.

This option is recommended when the prices in Clock are correct and should not be changed.

Option 2: Adjust the rates in Clock

Update the affected rate(s) in Clock PMS+ so that all prices fall within the price range allowed by D-Edge.

This option is recommended when the price limits in D-Edge are correct and should be enforced.

Final step: The export should be enabled once the reason for the error has been resolved.