Overview
This article will offer solutions to common KeyLink Peripheral issues and other troubleshooting topics. Please reachout to BuildingLink support if you need additional troubleshooting assistance.
Note: Click on the images to enlarge them.
Table of Contents
- My KeyLink computer is giving me a "low storage space" alert.
- The fingerprint reader works for some people and not others.
- My Signature pad, or fingerprint reader, or webcam isn't working.
- My software is Frozen, and I can’t click anything.
- I use the same machine for BuildingLink and KeyLink, I keep having issues with the webcam and signature pad not working in one application.
- One of the slots on the KeyLink drawer will not read any SmartTags.
My KeyLink computer is giving me a "low storage space" alert.
If you receive this alert during our business hours, please call support so we can troubleshoot this issue with you remotely. If it is outside business hours and you are unable to access KeyLink, then see our KeyLink Property Emergency Guide and contact us during regular business hours.
The fingerprint reader works for some people and not others.
This is typically due to your finger being too dry for your print to read, especially during the winter months. Applying a little lotion to your hands will do the trick but you can also enroll multiple fingerprints in case one doesn't work.
Note: If the glass on the fingerprint reader is cloudy or foggy chemicals such as Windex, alcohol and hand sanitizer can destroy the thin film on the fingerprint reader's glass. This physical damage interferes with the ability to read prints properly and is not covered under the fingerprint reader's warranty. Only use a dry cloth to wipe the glass when necessary.
My Signature pad, or fingerprint reader, or webcam isn't working.
Make sure the Connector service is running. Look for a white C in a red hexagon by your system time. Double click on this Icon and make sure there are no red exclamation marks showing. If there red exclamation marks are follow the steps for troubleshooting peripherals with connector..
If there aren’t any red exclamation marks in Connector, then you need check that the device(s) is selected in KeyLink. You will need to have the Admin KeyLink Role to use the following solution. To make sure the device(s) is selected click Administration then click Device Configuration and Diagnostics.
You will see a list of device selection options, make sure your device(s) is selected from the dropdown menu. If it is, unplug it from the USB hub, and plug it into a different port. Restart the KeyLink application and try again.
My software is Frozen, and I can’t click anything.
Because KeyLink runs in full screen mode, it can sometimes be difficult to close the program if it happens to freeze. To close the program, press ctrl, alt, and delete buttons at the same time on your keyboard. Choose Task Manager from the options listed. Once the task manager opens to the Processes tab, find and click KeyLink, the click End Task. Or press the Windows key on your keyboard, this will open the start menu and from here you can restart the PC.
I use the same machine for BuildingLink and KeyLink, I keep having issues with the webcam and signature pad not working in one application.
Only one application can use the hardware connected to the system at any given time. If BuildingLink and KeyLink try to use the hardware at the same time, it can result in the camera or signature pad not working at times. We have found the best way to prevent this is to eure that when you are not working in Buildinglink, you go back to the dashboard screen. Leaving the event log open has been known to cause issues.
One of the slots on the KeyLink drawer will not read any SmartTags.
First try a different SmartTag in that slot as tags can become damaged over time. If no tags are being read in the slot, then move on to the next step.
Next, power that drawer off, then on again using the green power switch on the back of the drawer. If you cannot reach the back of the drawer, or if the issue persists after resetting the drawer, then call us for troubleshooting help as a rowboard replacement may be needed.
