Missing Pop-ups / Quick Troubleshooting

Note: the screens you see in this article might not match your BookingBuilder exactly, but don't worry about that- the differences are just cosmetic and the directions will still work.

Missing Pop-ups / Quick Troubleshooting

These are some things you can try if your BookingBuilder isn't showing you the 'yellow box' or a Genie prompt or Boost rule isn't appearing that should be.  

Erase Databases

First we should try to refresh some of your BookingBuilder files. Here is how:

1. Find the BB icon near your computer's clock- you might have to click the little up arrow to the left to show your hidden icons. It will be a BB, which might be green, yellow, or red. 
   
   
2. Right click on the BB icon and choose Configuration. You will be on the Diagnostics tab. 
   
   ​
   
   
3. Click the Erase Databases and Update Settings button, then Yes when it asks to confirm.
   
   ​​
   
   
4. You will see the progress in the Databases and Settings area. 
   
   ​​
   
   
5. When it is finished, BookingBuilder will either restart, or ask you to restart it with a notification near the clock.
   
   ​
   
   
6. Right click the BB icon and choose Restart this Application.
   
   
   
   
7. Once BookingBuilder starts and connects to the GDS, you can try it again.

Check the GDS Connection

Next we should make sure BookingBuilder has a good connection to the GDS.  Even though the BookingBuilder icon is green, there could be interference causing the problem.

1. Find the BB icon near your computer's clock- you might have to click the little up arrow to the left to show your hidden icons. It will be a BB, which might be green, yellow, or red. 
   
   
2. Right click on the BB icon and choose Configuration. You will be on the Diagnostics tab. 
   
   
3. Click the GDS tab to switch to it.
   
   
   
   
4. If you have more than one connected GDS, you will see a list of them in the Connected GDS
   section.  Click the one you want to test and then click the Select button to the right.
   
   
5. Enter the word 'test' in the Send Command to GDS text box.
   
   
6. Click the Send button to the right.
   
   
7. If the connection is good, you will see the response below in the Last Response section.  If it doesn't appear, check your GDS settings and some of the other GDS related articles.   If you aren't sure what those should be, or if a response does appear but you still aren't getting your popups, it is time to contact BookingBuilder Support.