Troubleshooting tools:
OpenKey Knowledge Base openkeyhelp.zendesk.com
- Self Help: Entrava Hardware
- Self Help: Entrava ImGate RMS (IGRMS) Software
- Additional Knowledge Base articles may also be helpful, but these sections are specifically focused on Entrava locks.
Entrava ImGate Staff App
- This app can be found on both the Apple App Store (iPhone) and Google Playstore (Android).
- Once downloaded, you will need login credentials to access and use the app. Login credentials can be created/updated by an authorized ImGate user via ImGate RMS.
IGRMS Software - How to Add Staff Members and Permissions
- Once logged in, you can use the app to install/uninstall a lock, test mobile keys (if mobile key functionality is enabled), view door lock logs, and update lock time.
ImGate RMS
- This is the room management software system that works in conjunction with Entrava locks.
- You can also use ImGate RMS to create and update login credentials for staff members.
- Additional troubleshooting uses:
- Create a BLE Setup card, which will be used when programming your locks.
IGRMS Software - How to Create a BLE Set Up Card
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- Create a Master card and Guest cards, which may be used for testing lock functionality.
IGRMS Software - How to Issue a Master Card
IGRMS Software - How to Issue a Guest Card
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- In some circumstances, you may also want to verify room setup configuration in ImGate RMS as part of the troubleshooting process (for example, changes to room types may affect whether a previously-issued key card still works).
Entrava DFU App
This app can only be used with an Android device. The app is not available on the Google Playstore, it must be provided by OpenKey.
- If you need the app, contact support@openkey.co so we can send you a link to download.
ENTRAVA - How to install the ImGate DFU App
- Once downloaded, you will use this app to update the firmware on your locks.
IMPORTANT! Updating firmware is not recommended unless you have firmware version 1.51 and have ordered new RFID (plastic) keys from A2K. If you have firmware version 1.50 or lower OR 1.62 or higher, a firmware update is typically not a necessary troubleshooting step.
Notice: Entrava Firmware Update to Version 1.62
How do I decide what troubleshooting steps to take?
Step 1 - check/replace the batteries.
- Procell batteries are recommended as they are designed for commercial use.
- Replacing batteries is a common troubleshooting first step.
- Additionally, checking the batteries (even if you don't replace them) allows you to confirm that they are correctly installed and haven't come loose from the connection point.
Step 2 - If replacing the batteries/checking the battery connection doesn't resolve the issue, make note of the following information regarding the lock.
- Are there any lights? If so - what color, when do they happen, and are they flashing or solid?
- Are there any sounds (beeps)? If so - how many and when do they happen?
- Does the lock work with
- Metal key?
- RFID (plastic) key card? All RFID cards or only some of them?
- Mobile key (if applicable)?
- Does the lock work with
- Guest key?
- Master key?
Step 3 - Refer to the Entrava Lock Maintenance Guides for information associated with lights and beeps.
ENTRAVA - What do the lights mean?
- To update the TIME on the lock: Entrava - Updating Time on an Entrava Lock
- To INSTALL a lock: ENTRAVA - How to Program Locks
- To READ a card issued in IGRMS IGRMS - Read Card
- If the metal key works but RFID (plastic) keys don't, the issue is most likely related to the batteries, lock programming, or RFID key programming.
- If the metal key doesn't work, the issue is most likely related to the lockset hardware itself. Sometimes, doors can settle slightly, causing a misalignment of the door frame and the locking mechanism. Additionally, check the deadbolt spindle to ensure it hasn't been engaged.
Update firmware (NOT recommended except in specific circumstances)
- If you are
- Using new Entrava RFID (plastic) key cards ordered from A2K and
- Your locks have firmware version 1.51
You will need to update the firmware.
Please see below for important information regarding the firmware update.
IMPORTANT NOTICE regarding Entrava firmware updates
Notice: Entrava Firmware Update to Version 1.62
ENTRAVA - How to Update Firmware on Entrava Locks
ENTRAVA - How to install the ImGate DFU App