In this article:
- What is Offline Key Exchange?
- How Offline Key Exchange Works
- Sync Frequency
- Limitations
- Sync Issues
- Implications for API
What is Offline Key Exchange?
Offline Key Exchange is a feature built into MS5 and MS4 SmartBoxes that enables organizations to have uninterrupted access to their keys, even if the SmartBox loses connection to the cloud. This can happen for example if the SmartBox loses WiFi, Ethernet, or cellular connection.
For customers with an MS3 Series or older generation SmartBox, see Emergency Outage Plan for steps to take during outages.
How Offline Key Exchange Works
SmartBoxes sync key access permissions and inventory from the cloud (ie. the Keycafe mobile and desktop apps) on a regular cadence. When a SmartBox loses internet connection, its on-board memory will revert its key inventory and user permissions to the most recent sync. Usually, this will be a few minutes in the past, but can be anywhere from a few seconds to a few hours, depending on signal strength, timing, and which plan the organization is on. This means that the most recent key exchanges or newly created permissions may not be recognized with Offline Key Exchange.
Once the SmartBox reestablishes an internet connection, it will attempt to sync the key exchanges performed while it was offline to the cloud, which will be reflected in your Keycafe app with an offline symbol. This can take a few minutes, so it's best to wait until the sync is complete before using the SmartBox again.
Sync Frequency
The SmartBox will normally sync new permissions and inventory changes within 5 minutes, but this can be affected by a variety of factors, including how often key pickups and drop offs are happening. There is a permission sync guarantee that varies by plan:
- 15 minutes for Business Pro
- 2 hours for Premium
- 6 hours for Lite
The Business Pro sync guarantee of 15 minutes is beneficial for locations that process a high volume of key pickups and drop offs (~50+ per business day).
Limitations
Offline Key Exchange is an emergency backup feature, and therefore has decreased functionality compared to a SmartBox's regular cloud-connected operation.
- If the SmartBox is powered off or reset during the outage, Offline Key Exchange will not work.
- Mobile app key pickups and drop offs are not possible while the SmartBox is not connected to the cloud.
- Any changes made in the Keycafe mobile or desktop app during Offline Key Exchange will not be recognized by the SmartBox until a connection to the cloud is reestablished.
- QR codes for user authentication will be unavailable in the mobile app during a complete cloud outage. Support for making the QR code available on the app even during a complete outage is on the product roadmap for a future release.
Sync Issues
Due to the unpredictable nature of outages and how the SmartBox sync cadence operates, key inventory and access logs can become out of sync after Offline Key Exchange is used. Here are some common issues and resolutions:
Issue 1:
Key pickups, drop offs, and permission changes that happen immediately before an outage are not reflected on the SmartBox during Offline Key Exchange.
Solution:
Wait until the outage passes before attempting to pick up or drop off those keys, or use the newly created permission. If a key needs to be accessed, offline codes can be used to open bins - just remember to adjust and confirm bin inventory once internet is restored.
Issue 2:
The SmartBox is back online after a period of being offline, and a key pickup or drop off that was completed during Offline Key Exchange is not being reflected in the history log.
Solution:
When the SmartBox comes back online and recognizes a conflict between the Offline Key Exchange activity and the online key exchanges that happened immediately before the outage (ie the activity that the SmartBox did not recognize during Offline Key Exchange), it will skip that history log entry and email the Organization Owner with the details. If you notice the SmartBox bin inventory in the Keycafe app is not consistent with the key exchanges performed offline, you can open all bins and manually adjust bin inventory.
Implications for API
With the introduction of Offline Key Exchange, the Exchange API has been deprecated. For more information, see our API Reference.