Frequently Asked Questions
Below you will find answers to frequently asked questions. If your question is not answered here, please fill out our contact form here.
For information about certain products, please read their separate webpages or click below to access their FAQ.
CyberLock Troubleshooting FAQ (below)
1. Why isn’t my key working?
a. First check the power. Does the key blink green every 10 seconds? If not, the battery is most likely drained. Replace the battery on the CK-IR7 CyberKeys. Charge by plugging in the key to the charger or the USB Station on the CK-RXD CyberKeys.
b. Check the tamper delay by holding the key in the lock up to 20 seconds.
c. Check for lint, debris and dust on the CyberKey. Make sure there is unobtrusive contact between the lock pins and the key pins.
2. Why does my key beep or alarm constantly?
a. Check for Key Expiration. It will emit a single beep once per second that does not stop after five minutes. Use one of the Communicator devices (e.g. Authorizer, USB Station, IR Encoder) to update the key.
b. Check for Low Battery Warning. It will emit a single beep once every 8 seconds. Replace the battery on CK-IR7 CyberKeys. Charge by plugging in the key to the charger or the USB Station on the CK-RXD CyberKeys.
c. Check for Access Denied, indicated by an alarm emitted by the key for 8 seconds upon contacting a CyberLock. Check with your CyberKey Administrator for access privileges.
d. Click here for a detailed PDF explaining the different tones, including sound.
3. My USB Station is plugged in, but why isn’t my key communicating?
a. The CyberLink application has to be launched before the key can communicate with the computer/server.
b. Check the USB cable from the computer for loose connection or bad cable.
c. Check for lint, debris and dust on the surface of the USB Station and your CyberKey. Clean using the designated brush (part number: BRUSH).
4. How do I know if the Authorizer is connected to the server?
a. Look for an asterisk ‘*’ right next to the word READY on the Authorizer Keyport. If there’s no ‘*’, then the Authorizer is not contacting the server.
b. Press 22# to see the connection status of the Authorizer.
5. I found a lock that is not in a home position. Why is that?
a. One of the user’s CyberKey tip might have been damaged. Inspect users’ CyberKey for damaged CyberKey tips.
b. A possible attempt to break-in to the lock. The torque-brake within the CyberLock mechanism protects the lock from being tampered with, leaving the lock in a locked position.