OneKEY Manager | I can't check out a key. It won't access the user's PIN.
- Double-check the PIN.
- Make sure that the OKM is connected to the internet (is the exclamation mark showing up in the upper right corner of the screen? If it is, it means loss of internet connection). If the user profile has been added after the loss of internet connection, then it won't be synced with the OKM.
OneKEY Manager | My OKM is not able to connect or stays in the "connecting..." screen.
- Verify that the OKM is showing in the "available" section of LIVE Access . Double-check the Mac Address to confirm it is the right OKM. Double-click on the OKM mac address in LIVE Access, select the right site and make sure the "Connected" toggle is on.
- If the steps above are completed and it is still "stuck" on the "connecting" screen, click on the back arrow in the upper left corner of the screen.
What happens if I lose power?
- If you lose power, you can not operate the OKM and therefore not check out a key. The only way to operate the locks at this point is if you have a key already checked out with some timeout window/power left.
- It is highly recommended to keep the OKM on redundant power schemes such as UPS unit to ensure continuity of operations.
What happens if I lose my internet connection?
- The "Exclamation Mark" icon will show in the upper right corner of the screen but you can still check out a key as long as the user pin entered has been synced with the OKM prior to losing the internet connection.
- The OKM keeps a "local" copy of the latest information in LIVE Access (users/assets permissions).
The OKM does not show up in the software.
- Double-check the Mac address (etched on the back of the unit - near the Ethernet port) and see it matches any OKM in the "available" section.
- Refreshes the page by toggling in and out of the KAS/OKM section.
- Make sure to look up the "available" section of the KAS/OKM section.
- Double-check the internet connection.
Do we have a schedule for the OKM firmware updates?
- We do not have a pre-determined schedule for firmware updates addressing performance improvements. They are released as needed to address performance stability issues or bugs.
How do I know I have the latest firmware on my OneKEY Manager?
- You can check the firmware version of the OKM by going into settings (after entering the manager PIN- same as the installer code) and selecting "ABOUT".
- We will also add functionality in LIVE Access to view the firmware version on the KAS/OKM page of the software. Notifications of firmware updates will be managed by LIVE Access as well.
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