How to troubleshoot your key cutter integration?

To troubleshoot your key cutter integration, go through the following checklist:

 

1. Check that your key cutter integration set up in Mews is completed.
2. Check your Mews Connector application.
3. Check that you have selected the key encoder in your Mews Connector integration.
4. Go to Device Commands Queue and review the key cutter error message.
5. Verify that you have the necessary key cutter software and encoders.
6. Make sure that your key encoder is plugged in and that the internet connection is stable.
7. Restart the key cutter program or service.
8. Restart the computer.

 

 

Note: while going through the checklist, Mews recommends:

• referring back to the key cutter integration set up guides.
• checking with the person who was involved in the original set up of the key cutter integration.
• asking your IT department about the door lock software installation.

 

 

Check that your key cutter integration set up in Mews is completed.

 

• Main menu > Marketplace > Key cutter integration > Check that all the necessary fields are filled in (API URL, username, password, etc.) - How to connect key cutters to Mews PMS.
• Check that you have added your key encoder(s) in the Key cutters section, you have entered the correct "identifier", and the Data JSON field is entered exactly as prescribed in the help guide.
• If your room numbers in your door lock software and in Mews have different formats, make sure that you have mapped the room numbers in Key cutter mappings section.

 

Check that you have selected the key encoder in your Mews Connector integration.

• Main Menu > Marketplace > Mews Connector > Connected devices.
• If the device is not selected, Mews is not able to send the key creation command to your key cutter software, and you will get the error: Please connect the device to Mews Connector integration. (Encoder Name)
• If you have more than one Mews Connector integrations, consult your IT team.
• If your screen does not have drop-down or tick boxes, ask a colleague who has admin rights to configure this for you.

 

Note: when an encoder is not selected in the Mews Connector integration, it is not registered as a device command in the Device commands queue.

 

 

Check your Mews Connector application.

 

• Make sure that your Mews Connector application is installed on the same computer as your key cutter Server Application (e.g. Salto ProAccess Space Configurator, TESA PMS Server Application, Visionline Webservice Application, etc.).
• Check that the Mews Connector application is online (more information here).
• Restart the Mews Connector application, especially if you have added a new key encoder device to your Mews Connector integration.
• If your key cutter integration is using FIAS, check it is configured correctly as explained in the Set up Mews Connector guide.

 

 

Go to Device commands queue and review the key cutter error message.

 

Main menu > Queues > Device commands.

The Device commands queue contains details about the status of each device command. The error messages contain the key cutter software response and often link to an article detailing further troubleshooting instructions. If no link is included in the error message, then the error has most likely been sent directly from the key cutter (rather than being a Mews error) and the best next step is to contact the support of your key cutter software.

 

When multiple device commands remain in PENDING state:

• Check that your Mews Connector application is online. If not, open the Mews Connector application and wait for the status light on the bottom right corner of the screen to turn green.
• If you cannot find the Mews Connector application on the computer you are using, consult with your colleagues first to know on which computer it has been installed.

 

When a device command results in ERROR:

 

Read the response message in the Notes section:

 

 

Error message contains door/space/room does not exist, room number not valid or a similar message:

 

• Check that the Key cutter mapping in your Key cutter integration in marketplace > my subscriptions are properly mapped to the doors you have configured in your key cutter software

 

Error message contains URI invalid, any reference to an API URL, or a similar message:

 

• Check that the API URL in your Key cutter integration is formatted exactly as prescribed in the corresponding key cutter set up guide. If you are using Salto, refer to the Salto troubleshooting guide.

 

Error message Encoder is busy, please try again later, or a similar message:

 

• It can be that another colleague happens to be creating a key to the same encoder at the same time.
• If you notice the same error occurring for a series of key creation attempts, you may have duplicate Mews Connector applications running at your property, using the same Access Token from your Mews Connector integration.
• Check that there is only one Mews Connector application installed on one computer at your property.
• If you are sure that no other computer at the property has the Mews Connector application installed, restart the computer that runs the Mews Connector application.
• If your property has a more advanced set up that requires more than one Mews Connector, contact your property’s IT team for assistance.

 

Verify that you have the necessary key cutter software and encoders.

 

• Check that your relevant key cutter applications and encoders are installed as prescribed.
• Check that the key cutter programs (both server application and front-end client) are online and running. A quick way to tell is by creating a key through the program itself.

 

Make sure that your key encoder is plugged in and that the internet connection is stable.

 

If you are using an ethernet encoder, a temporarily slower internet connection can affect connectivity.

 

Restart the key cutter program or service.

 

• Restart the key cutter service (see how-to).
• Try to create a key from Mews and see if the error messages persist.

 

Restart the computer.

 

• Restart the computer on which your key cutter software and the Mews Connector application are installed.
• Try to create a key from Mews and see if the error messages persist.

 

 

Contact Mews Support

 

If, after going through the above checklist, the error keeps occurring, contact Mews Support with the following information:

 

• Property name.
• The exact name of the key cutter software that the property is using.
• One or more sample reservation(s) where you have attempted to create keys through Mews.
• Screenshots of the Device Command queue that shows the particular key creation attempt(s) made from the aforementioned reservation(s).
• Include the error messages and the filters used.
• A copy of your Mews Connector application logs (see this guide).
• Since when did the issue occur?
• Has any of servers or computers running the key cutter programs been restarted recently?