The VPN, or Virtual Private Network, is the channel by which OpenKey communicates with your key server. The VPN is located on your key server.  


If this connection is down, guests will not be able to access their mobile keys.  They will receive an error message when trying to download the key saying "We are sorry. We are unable to create your key.  Please call the front desk for assistance.


In OpenKey HOST, you will see that the guest's device will be synced (green check mark under DEVICE SYNC) and "Key Server Requested" will show under STATUS. 


If you are unsure if the VPN is connected properly, follow these steps to validate the connection:


1.  Type "CMD" into he search bar on the task menu. This will bring up Command Prompt.  



2. Type in "ipconfig" into the command line and press enter. 


2. If the VPN is connected, one of the IPv4 Addresses will be 10.8.x.x.  



3.  If there is no IP address listed, the VPN is not connected.  This could mean that it only need to be connected on the task bar or that a firewall is blocking the communication.  


If the VPN is down, follow these steps to reconnect it:


1. On the key server computer, locate the Open VPN client icon in the task bar. The icon looks like this:
when it is disconnected and like this: when it is connected.


You may need to click the up carrot and hovering over the icons until you see one that says "OpenVPN GUI" (this will be locate on the top-right on a Mac).  



2. Right-click on the icon and select CONNECT in the list of available options.



3. A popup will appear on the screen as the connection is being re-established.  While this is working, the VPN icon will glow yellow like this:



4. Once the VPN is finished reconnecting, this window will disappear, and a popup will appear over the taskbar indicating that the connection has been made successfully.


5. Additionally, the VPN icon will then display a green color.



If the connection fails, please continue to the following steps:


6. Go to the start menu and search for "Services".



7. Right click on "Services" and click RUN AS ADMINISTRATOR.



8. Type in your admin credentials.  Once entered, a list of services will show.  


9. Scroll down to "OpenVPN Interactive Service."  Right click on the service and click START. 



10.  This should re-establish your VPN connection. 



If you are still experiencing issues after these steps, please contact us at 1-877-800-2008 or via email at support@openkey.co