KeyLink FAQ

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Purchase Price and other Coststop
What is the approximate cost of a KeyLink key security system?
Pricing starts at $13,750 for a one-drawer KeyLink System with a 140-slot capacity, to $21,250 for a 3-drawer 420-key system. This system price includes all necessary accessories, setup and training, as well as the first year maintenance fee. Discounts are available for existing BuildingLink Subscribers.
What is the approximate ongoing maintenance contract fee, and what does it include? Is it a mandatory fee?
The annual maintenance contract fee is 10% of the non-discounted system price, and includes qualified exchange for any hardware repairs, regular, automated software upgrades, unlimited ongoing remote training and telephone support, and a subscription to KeyLink WebAccess. The first year maintenance fee is included in your system purchase price. It is recommended that you have an annual maintenance contract in place to access KeyLink seamlessly.
How does KeyLink pricing compare to KeyTrak pricing?
Although we believe our system has many advantages over the KeyTrak system and consequently would justify charging a premium over KeyTrak, our efficient manufacturing design allows us to pass some savings on to our customers, and so typically, a KeyLink system would be a bit less expensive than a comparable KeyTrak system. There are also additional discounts available for existing BuildingLink customers. Our annual maintenance fees, set at 10% of the non-discounted system price, is usually less expensive than what Keytrak currently charges for a comparable system's maintenance, and also includes the very valuable KeyLink WebAccess subscription and the various extras described above.
Why are there special discounts for properties currently subscribing to BuildingLink?
Our special discounts are our way of saying "Thank You" to those BuildingLink customers who are extending their relationship with our company into a new area.
System Sizing and Hardware Selectiontop
Which drawer sizes and capacities does BuildingLink offer?
KeyLink offers two drawer sizes, a small 140-slot drawer which has a depth of 21 inches, and a large 224-key drawer which has a depth of 30 inches. Multiple drawers of the same or different sizes can be ordered and combined to achieve the total key capacity you need.(For comparison purposes, KeyTrak also offers a small drawer, which is 17.5"- deep and accommodates 96 slots, and a large drawer which is 30" deep and accommodates 240 slots. When designing our KeyLink system, we concluded that a 21" deep drawer accommodating 140 slots would provide better value and more flexibility than a 17.5"-deep 96-slot drawer would, so we went a different route than they did.)
Which drawer sizes are best for my building, and how many drawers will we need?
While the larger 224-slot drawer takes up less space and is slightly more economical when viewed from a space/cost-per-keyslot basis than the smaller drawer (see the Pricing page), we anticipate that many buildings will want to order multiples of the smaller 140-slot drawer instead of the larger drawer, for the following reasons : (1) The 30" depth of the 224-slot drawer is often an issue for many buildings since the average front desk console typically does not have a countertop that is deep enough to accommodate it either sitting on top of or mounted underneath the countertop. (In buildings that are currently using the KeyTrak 30" drawer, you will often find them sitting noticeably atop additional desks or carts, or else mounted inside a custom-designed front desk specifically built to accommodate a deep drawer.) (2) When installing a 30" deep drawer you must also account for leaving extra clearance on user's side so as to leave room for the drawer to fully extend open (2) Fully opening a 30" drawer to return or remove a key in the rearmost row imposes an extra daily strain on the front desk staff. We therefore expect that many buildings will choose to build their system around 140-slot drawers. For example, if your building requires 400 key slots, you can choose to order three 140-slot drawers vs. two 224-slot drawers. The three 140-slot drawers will cost only $1,000-$2,000 more. (Here is where our decision to provide our small drawer with a 140-slot capacity makes a big difference. To build a 400-slot system using Keytrak's 96-key small drawer would require five drawers, as opposed to our three drawers.) When deciding on how many key slots you will require so as to calculate the number of drawers to order, you will typically want to allocate at least one key slot per apartment, a few extra slots for common-area or facility wide keys, and an additional 10-30 slots if you intend to make regular use of the SmartBox chambers for the storing of temporary keys or other objects you wish to secure.
Is it possible to mix and match KeyLink drawers of different capacities within one system?
Definitely. Just plug all the drawers you want to utilize them into a USB hub connected to the controlling PC and you're good to go.
How hard is it to add capacity later on if needed?
It's easy. Simply purchase the additional drawer(s) and SmartTags that you require, plug in the drawers to the USB hub connecting the PC and the other drawers, move some of the existing SmartTags into one or more of the new drawers if desired, and you are done! The first time you open and close any drawer the KeyLink system will re-inventory all drawers and SmartTags and immediately update its database of SmartTag locations.
Are you contemplating producing KeyLink drawers in any other size(s) or configurations?
Probably. It depends on what we hear from our customers about what their needs are.
Additional Hardwaretop
Must the KeyLink software be run on its own dedicated PC, or is it possible to run it on a PC also running other applications?
KeyLink does not require a dedicated PC, and can be run on the same PC that you use for applications such as elevator monitoring, access control, accounting software, or of course, our own BuildingLink system. However, not every version of Windows will be compatible, and PC's must run Windows 7, 8, or 10 64-bit edition with at least an Intel i5 or better CPU, and at least 4GB of RAM, to be compatible with the KeyLink software.
Do I need an Internet connection to operate a KeyLink system?
Yes, you'll need to have Internet to connect to the KeyLink PC as having an Internet connection allows you to make use of the KeyLink WebAccess solution that is provided as part of your purchase and maintenance contract, which lets you configure and back up remotely your list of apartments, residents and associated SmartTag numbers. Connecting your KeyLink system to the Internet will also allow you to automatically download and install all the latest software versions, tweaks and bug fixes and generate automatic email notifications to residents about their key removals and returns.
Does the KeyLink software require a Touchscreen monitor? What options are available to upgrade to a touchscreen monitor?
The KeyLink software does not require a touchscreen monitor, however the interface is designed to take advantage of touchscreen capabilities, with large buttons easy to press with the touch of a finger, allowing your building staff to quickly perform their key removal and return activities without positioning themselves in front of a keyboard and mouse. The included KeyLink PC has touchscreen capabilities. If you wish to implement a touchscreen interface on your own PC, then you can either purchase a PC that comes with a touchscreen, or on an existing PC you can replace your regular monitor with a touchscreen monitor, or if your current PC supports dual displays you can simply add an additional touchscreen monitor alongside your existing regular monitor.
What is the difference between a SmartTag and a SmartBox?
A SmartTag is a specially designed key tag with a unique iButton identifier that can hold up to four standard size metal keys, usually for a single apartment. The keys are attached relatively permanently via a non-removable rivet through the key hole. A SmartTag and its four keys typically occupy a single key slot in the drawer. A SmartBox is a chamber with one open side which is designed to hold one or more temporary keys or valuable objects that you wish to secure for a short period of time until they are given out, and which will not necessarily be returned. Keys or other objects are placed within the SmartBox chamber but are not secured or riveted to it. A SmartBox chamber can occupy between 3-5 key slots in the drawer, and the chamber is designed such that keys or other objects cannot be removed from the open side of the chamber without first removing the chamber from the drawer thereby logging the removal activity into the database.
What other peripherals do you provide or recommend for purchase, with the KeyLink system?
If you wish to record additional information, other than just the name of the person whom the removed key is ultimately being delivered, you may want to purchase and install a signature capture pad (can be purchased from us), and/or any standard PC web cam (can be purchased from us or anywhere), for photo-capture purposes.
Production info, Ordering and Delivery Datestop
Where is the KeyLink system actually manufactured and assembled?
You can take satisfaction in knowing that the KeyLink system you purchase will have been built by our carefully-selected U.S.A.-based manufacturing partner, a top-notch ISO9001-certified company with a well-deserved reputation resulting from nearly 50 years of quality, precise manufacturing work, at their 180,000 sq. ft. domestic manufacturing facility. With the exception of aluminum extrusions and injection molding, they are responsible for all of the custom manufacturing, sheet metal fabrication, PCB-board assembly, electrical assembly, robotic welding and finish-painting, and all of the final assembly and testing of each KeyLink system. We are confident that you will be happy with the quality and durability of the system you receive, and in knowing that both we and our manufacturing partner stand behind every system and every component we ship.
If I place my order for a KeyLink system today, when can I expect delivery?
Current demand has exceeded our projections, so we currently have approximately a two-three week backlog. If however you have a very urgent need for a KeyLink system sooner, give us a call (1-877-501-7117) and we will attempt to fit you into the queue at the earliest possible point.
Hardware Repairs and Software Updatestop
How do I make sure my software is up to date, and how easy is it to install updates?
If the PC that you are running the BuildingLink software upon is connected to the Internet, the KeyLink system checks automatically with our servers for new versions, tweaks, and bug fixes every time you start the KeyLink program, and if updates are available you will be asked whether you wish to download and install the updates. Installing a software update should typically take less than one minute. Through this single-click update process, we intend to keep all KeyLink systems up to date with all the latest features.
Do you handle KeyLink maintenance and repairs yourself or will you be outsourcing it to another service company? If yourself, what level of service can we expect?
KeyLink is directly responsible for handling all remote maintenance and repair work, software upgrades, training and phone technical support as long as you have a paid up annual maintenance warranty plan. We are confident that we will deliver to our customers the highest level of service and responsiveness that our current BuildingLink Subscribers have come to expect of us. Note that we have custom-designed every circuit board, every slot, key tag, LED, etc. of the entire KeyLink system, around the concepts of simple reliability, modularity and easy serviceability. For example, in the event that a defective drawer needs replacing, one can simply replace it on the spot, transfer all the keytags; and the system will find all the keytags, and you'd be good to go.
Initial Setup Questions - Hardware, Data, Internettop
How long does it take to set up a new KeyLink system, and are there any one time setup charges?
Whether we set up the KeyLink system for you if you're located in Manhattan, NY or you set it up yourself for all other locations, it should typically take no more than 30 minutes, not counting the amount of time it could take you to organize and attach all of your keys to SmartTags using the rivet tool and rivets provided.
Do you provide any hardware for anchoring one or more drawers on top of a desktop console, or for mounting them ontop the desktop?
Yes we do. Each KeyLink cabinet comes with pre-drilled holes for attaching various L-brackets that come with your system and that can be used either for securing your drawers to a countertop or to each other, or for under-mounting your drawers underneath the front desk counter.
How far away can the KeyLink drawer(s) be positioned from the PC or the fingerprint scanner?
Since these connections are all USB, there is a generally accepted distance limit for USB cables of 6-8 feet, however the market has also introduced active USB extender cables which can be used should there be a need to situate the KeyLink system components further than 10 feet apart if needed. But, keep in mind that the long distance might interfere with the full KeyLink functionality.
Integrations & Web Accesstop
What is required of me to be able to utilize the KeyLink WebAccess service, or the KeyLink-BuildingLink Integration solution?
The KeyLink WebAccess service and the KeyLink-BuildingLink Integration solution require the "KeyLink Network" software, and require that the PC running your KeyLink software be connected to the Internet.
How does the KeyLink WebAccess Service work, and who is it available to?
The KeyLink WebAccess service is available to all customers at no extra charge, as part of their annual maintenance warranty. KeyLink WebAccess is a web database and portal that syncs at specific intervals with the KeyLink system's local database. The KeyLink Web Access service allows authorized users to remotely update their resident and apt. info without needing to physically be present at the site of their KeyLink system and computer (for easy, handling move-ins and move-outs), and to set Employee access permissions for the KeyLink system. It also automatically maintains an online (offsite) back-up of their current SmartTag Registrations file (containing all current SmartTags and their associated apt. #s), for quick lookup of where to find any key in the event there is a PC malfunction, or to speed system recovery in the event of a PC crash. KeyLink WebAccess can also be configured to email management automatically when any alert conditions occur, or to email nightly or weekly activity reports to management.
My building is a current subscriber to BuildingLink. What is the relationship between the KeyLink System and BuildingLink systems, and do they integrate with each other?
Although, the KeyLink system and the BuildingLink system are separate systems, we have designed them to integrate seamlessly, such that any BuildingLink changes to apartments, residents, employee permissions are automatically downloaded to and updated on your KeyLink system. And all activity at the KeyLink system (key withdrawals, employee enrollments, webcam photos of the persons receiving the keys) are automatically uploaded to BuildingLink, where it can be searched or viewed. And all desired notifications (i.e. sending a text message to a resident when their keys are removed or returned) are passed from KeyLink to BuildingLink for execution. When paired together, KeyLink and BuildingLink's level of integration makes them truly feel like a single system.
Emergencies / System Recoverytop
How can I retrieve my administrator password if it is lost?
You can contact our Main Support Team for assistance on this at support@buildinglink.com or call 877-501-7117.
How can I get my residents' keys out of a locked drawer in the event of a power loss or system malfunction?
The back of each KeyLink drawer provides access to the drawer lock which can be opened by the manual override key you are given. The manual override key can typically be kept secure in the resident manager's or superintendent's possession.
After I open a drawer with the manual override key, how can I identify which apartment keys are in which slot, in the event of a power loss or system malfunction?
If your PC is not working, you can view a KeyLink Map by plugging in the backup USB key into a different computer and opening up the Backup file which will identify for you which apartment is associated with each key in each slot/row/drawer. If you are using the KeyLink-Network software version that includes WebAccess, you can also lookup this information on any computer by logging in to your online WebAccess database and displaying or searching the KeyLink Map of Drawer(s), or call us for support (1-877-501-7117).
In the event of a system failure, what is involved in replacing the equipment and reloading the setup data?
If your PC and KeyLink software are still working but a KeyLink drawer is malfunctioning, you simply need to replace either a row board or the KeyLink drawer and transfer the SmartTags to the new board or drawer. Their registration identities are preserved, and the KeyLink software will automatically discover and map the new locations of all SmartTags. In the event your PC fails irreparably (and consequently all of your local KeyLink data is lost),you will first need to set up a new PC, download the KeyLink software from our Internet server, and plug in the KeyLink drawer(s) and peripherals. If you have been utilizing the KeyLink WebAccess service, you can then download to the new PC all of your SmartTag registrations, apartments and resident names, and continue to use the system as before. While irreparable PC crashes are rare, they do happen, and this highlights the value of utilizing the WebAccess service for those occasions.
What happens if I lose my Internet connection temporarily?
The WebAccess service and the KeyLink-BuildingLink Integration solution are designed so that they will not "break" if Internet connectivity is temporarily lost. All activity and data continues to be cached locally and is uploaded or synched when the Internet connection is restored.
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Q. My drawer is not opening and closing properly what do I do?
A. Ninety-five percent of the time, this is a sign that the drawer has come slightly off the track. To correct the issue, the drawer must be removed from the track and placed back in. Open the drawer, and then lift the black release levers on both sides of it. This will allow the drawer to disengage from the track. (The drawer will still be attached via a cable; there's no need to disconnect this.) While the drawer is disengaged, fully extend both of the tracks, then place the drawer back onto the track. You will have to manually slide both sides of the track towards the front of the drawer to lock it back into place. Once both sides are locked in, try closing the drawer again. This usually fixes the issue.
Q. How do I register my fingerprint?
A. Click the My Account button, login with your BuildingLink username and password, select Fingerprint Management, and follow the instructions on the next screen called Fingerprint Enrollment. Choose the finger you wish to register and place that finger on the reader and scan it four times (each time you will see your fingerprint on the screen) then click Enroll. Then you'll be directed back to the previous page where you can register more fingers if you wish. Click Done when you're finished.
Q. KeyLink will not let me login to register my fingerprint.
A. Before a user can register their fingerprints and access the system, they must be granted permissions to do so on the main BuildingLink website by a security officer. To grant a user access to KeyLink, log into your BuildingLink web site, click the Other tab on the left side of the screen and select KeyLink. Choose the Permissions tab up top. You will see a list of all your employees; click the Edit Roles button on the far right side next to the employee you wish to grant access to. Check off the KeyLink Roles (Admin, Register/Unregister Keys, Remove/Return Keys and View Reports) you wish to grant and click the Update button to finish. Once the KeyLink system syncs (either once an hour, or on demand by clicking the sync button in KeyLink) the user will be able to use the KeyLink system.
Q. My fingerprint reader works for some people and not others.
A. This is due to dry skin, a small trick to make the reader work is to rub your finger down the side of your nose before using the reader, try it it works! A little grease goes a long way
Q. How do I register a new key?
A. Touch the Key In button, authenticate either by logging in, or using your fingerprint. The drawer will unlock, open the drawer, and place the Keytag into an empty slot, DO NOT CLOSE THE DRAWER YET. Once a new keytag is placed into a slot, the Register key screen will open; here you can assign the Keytag to a Unit. You can also add a description of the keys on the tag as well. Both fields are searchable when looking for a key. Once done, close the drawer.(Note: you do not have to close the drawer after registering a key, if you want to register another key, simply place it into a slot and the Register Key screen will open)
Q. How do I Unregister a Key from the system.
A. To permanently remove a Key from the system, you must unregister the key. If the key is still in the drawer, go through the key removal process, and choose UNREGISTER KEY as the reason you are pulling the key. Once the key is removed, a screen will open asking you if you are sure you want to Unregister the key. Say yes. If they key is not in the drawer, you can select the key under the Keys Out section of the main screen. Choose Unregister Key. Once you press Unregister key, you will have to authenticate, and then confirm you wish to unregister the key. If a key that has been Unregistered is returned to the system, the system treats it as a new key, and the Register Key screen will open.
Q. How do I remove a key?
A. To remove a key, click the Key Out button. On the next screen, type in the apartment number of the key you are looking for, click the Key you wish to remove in the search box (note: selecting a key moves it to the right side of the screen) and click next. Click on the reason that you are removing the key and click Next. Type in the recipients name, have them sign on the signature pad, and take their picture with the webcam, then click the green GET KEY button. This will open the authentication page, login with your fingerprint or BuildingLink user/pass. Once successfully authenticated the drawer will unlock, open the drawer and the key will be lit, remove the key and close the drawer to complete the transaction.
Q. How do I return a key?
A. To return a key, click the KEY IN button. This will open the authentication page, login with your Fingerprint or BuildingLink username. Once authenticated, the drawer will unlock, place the key into any empty slot and listen for the beep, as well at ensure the screen says Key Returned. Close the drawer to complete the transaction.
Q. My fingerprint reader isn't working.
A. First, make sure the Fingerprint Reader is selected by clicking Administration, then Device Configuration and Diagnostics. You will see a dropdown menu for the fingerprint reader, make sure it is selected. If it is, Unplug the fingerprint reader from the USB hub, plug it into a different port. Restart the KeyLink application and try again.
Q. My webcam isn't working.
A. First, make sure the correct Webcam is selected by clicking Administration, then Device Configuration and Diagnostics. You will see a dropdown menu for the webcam, make sure it is selected. If it is, unplug the webcam from the USB hub, plug it into a different USB port, restart the KeyLink application, and try again.
Q. My Signature pad isn't working.
A. First, make sure the signature pad is selected by clicking Administration, then Device Configuration and Diagnostics. You will see a dropdown menu for the signature pad, make sure it is selected. If it is, unplug the signature pad from the USB hub, plug it into a different USB port, restart the KeyLink application, and try again.
Q. My drawer is not opening and closing properly what do I do?
A. Ninety-five percent of the time, this is a sign that the drawer has come slightly off the track. To correct the issue, the drawer must be removed from the track and placed back in. Open the drawer, and then lift the black release levers on both sides of it. This will allow the drawer to disengage from the track. (The drawer will still be attached via a cable; there's no need to disconnect this.) While the drawer is disengaged, fully extend both of the tracks, then place the drawer back onto the track. You will have to manually slide both sides of the track towards the front of the drawer to lock it back into place. Once both sides are locked in, try closing the drawer again. This usually fixes the issue.
Q. My drawer's red light is flashing, and the screen says Disconnected.
A. Unplug the drawer from the USB hub, plug it into a different USB port. You can also try powering the drawer off, then back on. Restarting the KeyLink application, or restarting the PC to re-enable connectivity to the drawer.
Q. My software is Frozen and I can't click anything.
A. Because KeyLink runs in Fullscreen mode, it can sometimes be difficult to close the program if it happens to freeze. To close the program, press CTRL ALT DELETE at the same time on your keyboard. Choose Task Manager from the options listed. Once the task manager opens, click the Applications tab, select KeyLink, and choose End Task. Or Press the Windows key on your keyboard. This will open the start menu, from here you can restart the PC.
Q. How can I pull keys if the KeyLink system is down.
A. In the event of a system failure where the KeyLink application is unavailable, you can still pull keys for your residents. To do this you will need either an Emergency Keyfob or the Emergency Release key for the lock in the back of the drawer. Either of these will open the drawer as long as it has power, if the drawer has no power, the Keyfob will not work. Logon to the Buildinglink website, click the OTHER tab on the left, click the KeyLink tab, then choose the MAP OF DRAWERS tab. This map will show you the locations of all the keys in the drawer. This map is updated once an hour as the KeyLink system syncs with Buildinglink.
Q. The system cannot find a key that we know is in there.
A. Unfortunately there are times where a key will not register when placed into a slot. This can be because the key wasn't fully inserted into the slot, the slot did not read the key correctly, or a few other reasons. To ensure a key is returned properly listen for the audible beep and also check the screen to ensure it reports that a key was returned. To find an orphaned key, open the drawer by clicking on the drawer's icon on the left side of the screen. Authenticate with your login or fingerprint. Open the drawer, on the screen you will see an option to light up all keys in the system, as well as an option to light up all empty slots. If you choose to light up all keys in the system, orphaned keys will not light up. If you choose to light up all empty slots, orphaned keys will light up.
Q. I use the same machine for Buildinglink and KeyLink, I keep having issues with the webcam and signature pad not working in one application.
A. 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 ensure that when you are not working in Buildinglink, the go back to the dashboard screen, leaving the event log open has been known to cause issues.
Q. One of the slots on the KeyLink drawer will not read any Keytags.
A. Call us for a rowboard replacement.
Q. How many keys can we fit on a Keytag?
A. 4 Normal sized keys will fit on a tag, larger keys such as car keys will limit the amount of keys per tag.
Q. We do not have room for the All-in-one PC to fit on our desk, can we install KeyLink onto our existing computer?
A. KeyLink can be installed on ANY PC running Windows 7 64Bit.
Q. What is the Emergency Keys button for?
A. When registering a key, you have the option to designate the key as an Emergency Key. When the Emergency Keys button is pressed, all Emergency Keys will light up to be removed. This can be especially helpful in an emergency where you need to pull out all of your management building keys at once (IE: Front Door Key, Side Door Key, Pool Key, Elevator Key, Lighting Key, Etc)
Q. What is the Temporary Keys button for?
A. Temporary keys are exactly that, keys that will be in the system temporarily. When registering a new key, you have the option to designate a key as an emergency key. The first time a temporary key is removed from the system, it is automatically unregistered from KeyLink. This can be useful if you need to hold a key for a resident for a short period of time then return it to them permanently.
Q. I've added new users to Buildinglink, and also gave them KeyLink permissions, but they cannot login to register their fingerprints.
A. The KeyLink system must be synced with Buildinglink. You can either wait for an automatic sync that happens every hour, or press the SYNC TO BUILDINGLINK button on the main KeyLink screen.