Troubleshooting

Instructions on troubleshooting techniques to overcome common issues.

General Troubleshooting - App
If you have not received a welcome text message letting you know your mobile key is available, please contact the Front Desk to ensure you have been issued ...
Wed, 19 Feb, 2020 at 3:39 PM
Re-establishing a VPN Connection
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...
Thu, 22 Oct, 2020 at 11:12 AM
The guest's mobile key is not working to open the lock.
If the mobile key is not working at the door, please follow these troubleshooting steps: 1. Does the guest have access to this lock? Yes. Move to Nu...
Mon, 3 Feb, 2020 at 4:37 PM
General Troubleshooting - Hotel Team Member
If the guest receives an error downloading their key Verify that the guest has been added to OpenKey HOST, and the phone number is correct. [DormaKABA...
Thu, 20 Feb, 2020 at 10:58 AM
Property Management System Group Bookings
Clients using certain Property Management System (PMS) companies sometimes run into an issue where one guest (the main contact for a group of rooms) receive...
Wed, 29 Apr, 2020 at 12:37 PM
Entrava Support Manual
Download the attachment to view the Entrava Support Manual. 
Tue, 4 Feb, 2020 at 10:54 AM
Error: Sorry! Looks like there isn't a mobile key associated with this mobile number.
This error pops up when the mobile number has not been added to the OpenKey HOST system OR the guest's mobile key is not tied to a reservation in OpenK...
Mon, 4 May, 2020 at 12:07 AM