Support Request: Maintenance Dialog box opens at random

Ticket ID: 22193	Creation Date: 12/8/2015 2:47 PM	Product: SiteKiosk Classic Windows	Attachment: -
TicketType: Support Request	Version: 8.91.3509	Language: English
Views: 35668	Last Modification Date: 1/5/2016 5:50 PM	Platform: Windows
Level: Closed	IE: 11.0
Bug Status: Not Fixed	User account: SiteKiosk Restricted User	Bug Frequency: About once a day

Support Request: Maintenance Dialog box opens at random

Reproduction

We currently have Sitekiosk 8 on 22 kiosks with another 3 to deploy soon, and the maintenance dialog has appeared on most if not all of them at some point since installation.
I cannot reproduce on demand apart from remote access via VNC and pressing our designated key sequence.

Description

We are seeing numerous occurences with no apparent pattern where the Sitekiosk Maintenance dialog box will popup on screen, despite there being no keyboard plugged into the computer (we are using Polytouch 24 and 32 inch touchscreen units), and the key sequence having been changed from the default.

This is causing us a problem for 2 reasons,
i) the kiosks are in high profile public areas such as the Casino and shopping mall, and we can't have the proper content application disrupted by the maintenance dialog.
ii) When the dialog box is closed, the Sitekiosk startpage background (I have set a custom image set - C:\Program Files (x86)\SiteKiosk\Html\Images\background\kioskbackground.png , is displayed and NOT the application we have started from Sitekiosk on startup (that appears to be running in the background but only the Sitekiosk start page is visible)

The only way to get back to a running application is to completely restart the kiosk

In the attached log file, you can see we are currently rebooting the kiosks early morning, (07:40 in this example), the 10:37 and 11:01 activation of the maintenance dialog was by a planned action remotely via VNC . Kiosk was then only showing a screensaver logo type program, when Maintenance dialog is activated at 11:58:10.
Luckily we had another IT staff member on site at the time who had been using the kiosk previously and he verified that there was no keyboard plugged in.

Answer: (5)
Re: Maintenance Dialog box opens at random	12/8/2015 3:22 PM
Hello, In regards to your description it seems that somebody opened the exit dialog box via touch screen: http://www.provisio.com/helpconsole/SiteKiosk%20Help/en-US/default.htm?password.htm -->1.5 Touchscreens/Tablets: Calling up the logout dialog box by entering a specific gesture e.g. by dragging around the monitor Usually the exit dialog closes itself automatically after 60 seconds of inactivity but this is disabled because you disabled the screen saver. You may enable the screen saver again to make sure the dialog closes automatically again (e.g. set the max. value 2147483647 seconds (~68 Years) at “Idle time before activating the screen saver”). To prevent that SiteKiosk comes into the foreground in case of this event you can first try if it helps to activate the feature “Keep the SiteKiosk main window in the background (not TopMost)” which you can find at “-->Start Page & Browser-->Advanced”. If that doesn’t help it would be necessary to set the focus to the application again by using script. Example: http://devblog.provisio.com/post/2012/09/18/How-to-Build-a-Script-Watchdog-for-External-Applications.aspx Regards, Michael Olbrich
Re: Maintenance Dialog box opens at random	12/8/2015 4:34 PM
Hi Michael , firstly thanks very much for the quick response, I've been trying to figure out what was causing this mystery dialog box opening for weeks now, I hadn't noticed that 'secret' gesture before (I never really needed to look for help on password config etc..) First and most important question , how do I disable the touchscreen gesture ? That would probably fix our issue immediately, as we don't want to use the screensaver function (we don't have any adverts etc). I will also try the "Keep the SiteKiosk main window in the background (not TopMost)" option to see if it helps. thanks
Re: Maintenance Dialog box opens at random	12/8/2015 5:05 PM
Hello, the gesture cannot be disabled. We had a few customers in the past where for different reasons they were not able to connect a keyboard to a device and as a consquence of that were not able to exit SiteKiosk (at the time no gesture was available). Therefore this gesture was added as a general feature. We are considering to add on option to disable that feature for a future version (there is no fixed date for that version). Currently you should try the option "Keep the SiteKiosk main window in the background" and also enable the screensaver again, but setting it to a high value as Michael has suggested, to make the dialog close automatically if there is no input for 30 seconds.
Re: Maintenance Dialog box opens at random	1/29/2016 6:21 PM
Hello again. Could you tell me if there is any update as to when/what version we can expect the option to disable the touch gesture opening of the maintenance dialog please. I've tested the workaround of enabling the screensaver with a long timeout and it does exactly as described, closes the dialog box after 60 seconds, however that still interrupts our customers use of the application if they accidentally trigger the dialog box - something which I've found is actually quite easy to do as the detection region for the 4 corners seems very large, and has quite a long time span before it doesn't trigger. Until the disable option becomes available, is there any way to reduce the size of the detection area, and the time window during which the 4 corners must be touched? We are running 24" and 32" touchscreens (Polytouchs) , with items the customers can interact with all over the majority of the screen, so the chances of it being triggered are quite high. thanks a lot,
Re: Maintenance Dialog box opens at random	2/1/2016 12:08 PM
Hello, Thank you for your feedback. As this applies to the hardcoded part of SiteKiosk there is no setting you can use to minimize the touch area. To implement the option to disable the gesture is on the list for our developers. They have the task to implement it in future versions of SiteKiosk, Unfortunately I cannot say when / with which version they will implement it. Regards, Michael Olbrich