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Create a tailored solutions package, with our Property Management System, Hotel Management Add-Ons, and or world-class support services.
Simplify and automate your restaurant or bar with our available suite of solutions.
     
    Take leisure experiences to the next level with our tailored suite of solutions.

    Revolutionize your retail experience with our industry-leading suite of solutions.
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                  Our flexible Service Agreements are designed to ensure the ongoing performance of your systems by giving you access to our expertise and critical support resources. Trust us to keep your business running smoothly.
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                          Support Guidelines

                          Contact Us - Choose Your Preferred Method

                          We have multiple methods for you to get in touch. Choose from our Service Desk, contact form, or support app, and we will get back to you as soon as possible. You can also find answers to common questions in our FAQ section.

                          Service Desk*
                          Access our comprehensive online portal for instant solutions, resources, and assistance with any product-related queries - streamlined support.
                          Use Our Support App*
                          Download our mobile app and enjoy seamless, on-the-go assistance. Connect with us effortlessly and access a suite of support features at your fingertips.
                          Send Us an Email
                          Reach out directly to our product-specific teams by email. Our support team will promptly address your query.
                          *Only available for HRS customers with an active support contract.

                          General Solutions

                          Are other systems or the internet not working either?

                          If yes, you have a network problem, contact your internet provider.

                          Is only one PC/Workstation not functioning or not connecting?

                          If yes, check the network/power cable.

                          Is the issue related to interfaces not working?

                          If yes, try restarting the system. If that does not resolve the issue, report it to the other vendor and the HRS help desk.

                          Is your property either Oracle Cloud or hosted by Oracle, and it is down?

                          If yes, check your email for any maintenance or system redundancy notifications.

                          Your colleague can make changes, but you can’t?

                          You may not have the same permissions. Check your system for permission settings.

                          About OPERA Cloud

                          OPERA Cloud is loading in one browser, but not another?

                          Follow instructions to clear history, cookies, and cache from your browser.

                          Is a reservation, profile, or folio, locked by another user?

                          Ensure that the other user is not changing the record you wish to modify. Check other devices or workstations for open instances of OPERA. If none exist, you can click to unlock the record.

                          OPERA Cloud isn't showing any availability, and you can't see any guest profiles or blocks?

                          Ensure you are signed into the correct property by verifying the name in the upper right corner of OPERA. Then, select “Settings” from the OPERA Cloud menu, followed by “Clear Cache”.

                          About Simphony POS

                          Having CAPS and check sharing issues?

                          If yes, check that your workstation is online and connected to both CAS and Database by looking at PMC. 

                          If you find that your Database is down, that is an indication of an internet issue or that the Cloud Environment could be down. Check your internet connection and Oracle Maintenance. 

                          If your Caps is offline, check that the Windows Firewalls are all off and that the workstation IP address matches what it is programmed to.

                          Are you having Simphony printer issues and need to troubleshoot them?

                          Follow these steps when your kitchen or receipt printers are not receiving tickets/receipts/chits:

                           

                          1. Restart the print controller device.

                          -In Enterprise Management Console (EMC) select the location.

                          -Under the “Setup” tab, select “Printers” under “Hardware/Interfaces”

                          -Select your required printer.

                          -Identify the device under “Workstation”

                          -Reboot that workstation.

                           

                          2. IP Printer: ping it.

                          -In Enterprise Management Console (EMC), select the location.

                          -Under the “Setup” tab, select “Printers” under “Hardware/Interfaces”.

                          -Select the printer and identify the IP Address.

                          -In the Command Prompt (cmd.exe), enter the following and press enter: ping <IP Address>. If there is a response, the printer is on the network. If the request times out, the printer is offline.

                           

                          3. IDN Printer

                          -Turn printer off.

                          -Turn on dipswitch 7.

                          -Turn printer back on.

                          -A chit showing the printer and IDN card configuration should print.

                          -Turn printer off.

                          -Turn off dipswitch 7.

                          -Turn printer back on.

                          My password is not working for EMC.

                          Follow these steps to reset your EMC password.

                          1. Open EMC and log in with a user that has sufficient administrative privileges.
                          2. In the locations tree, select the enterprise level.
                          3. Go to the Configurations tab and select “Employee Maintenance” under “Personnel”.
                          4. Enter and search the employee’s name in the search criteria field.
                          5. Double click the box to the left of the employee’s # to open the employee detail page.
                          6. On this page, click on the password button.
                          7. Enter a new temporary password for the user in the “Change the Password” window.
                          8. The next time this user logs into EMC, they will be prompted to create a permanent password immediately before being able to proceed with the login.