This information is specific to OpenKey NXT-150 locks and RFID (plastic) keys only. If you are experiencing issues with OpenKey mobile keys, different troubleshooting steps may be needed. For more information, contact support@openkey.co.
Troubleshooting Tools:
OpenKey Knowledge Base openkeyhelp.zendesk.com
- OpenKey NXT-150 Locks
- Hotel Intelligence Management System Software For NXT-150 Locks
- OpenKey NXT-150 Locks How To Videos
- Additional Knowledge Base articles may be helpful, but these categories are specifically focused on OpenKey NXT-150 locks and lock software.
OpenKey NXT-150 Handheld Programming Device and USB cord (top image = older version, bottom image = newer version, both versions have same functionality)
- This device was provided at the time of original lock deployment.
- The USB cord was also provided at the time of original lock deployment. It is used to connect the handheld device to the PC that contains the Hotel Intelligent Management Software.
- The handheld device is used to program locks, run a lock interrogation, update time on locks, and sync lock information with the HIMS software.
Note - the USB cord is a USB-A to USB-C data transfer cord. If lost, a replacement can be purchased at any retailer of your choosing.
If the handheld programmer is lost, it must be replaced through OpenKey or the lock manufacturer, H2O Hospitality.
OpenKey no longer sells locks but does have a limited supply of lock inventory still available for purchase on an "as-is" (no warranty) basis. Contact OpenKey at support@openkey.co for more information.
Additional OpenKey NXT-150 Lock products
- Metal key(s) for each lock
- Metal key(s) are specific to each lockset and are included with each lockset at the time of purchase.
- If the metal key(s) are lost, they must be replaced through OpenKey or the lock manufacturer, H2O Hospitality. Contact support@openkey.co for more information.
- Authorization card
- This white card was provided at the time of original lock deployment.
- If the Authorization card is lost, contact A2K for assistance https://a2kdirect.com/
Hotel Intelligent Management System (HIMS) and Encoder
- HIMS is the software used to issue RFID (plastic) key cards.
- The Encoder is connected to the PC via a USB cord and "encodes" the room access data onto the key cards.
- You can also use HIMS to create and edit login credentials for staff members.
- HIMS troubleshooting uses:
- Create Master and Guest cards, which may be used for testing lock functionality.
- Create cards that can be used to program locks in lieu of the handheld programmer.
OpenKey NXT-150 ~~ How to Program Locks using RIFD (Plastic) Keys
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- In some circumstances, you may also want to verify room set up configuration in HIMS as part of the troubleshooting process (for example, changes to room type may affect whether a previously-issued key card still works).
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 NXT-150 - What do the lights mean? for information associated with lights and beeps.
- To update TIME on a lock OpenKey NXT 150 ~~ How to Update Time on Locks
- To INSTALL a lock
OpenKey NXT-150 ~~ How to Program Locks Using Handheld Programmer
OpenKey NXT-150 ~~ How to Program Locks using RIFD (Plastic) Keys (also contains instructions for creating a Creation Card and a Time Card)
- To CLEAR a card Hotel Intelligent Management System ~~ How to Create Clear Room Info Card
- To make a RECOVER card Hotel Intelligent Software System ~~ How to Create a Recover 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.