Ticket ID: 22103 Creation Date: 11/6/2015 11:48 AM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 9.0.3248 Language: English
Views: 38492 Last Modification Date: 12/4/2015 1:43 PM Platform: Windows
Level: Closed IE: 11.0
Bug Status: Not Fixed User account: Unknown Bug Frequency: About once an hour

Support Request: White screen etc

Reproduction

I don't know what you mean by reproduction in a text field.

Description

We recently purchased 7 licenses and installed latest version (9.0.3248) and find the product totally frustrating and buggy as we are having several issues which seem to be completely random and unpredictable. For all issues we have tested as local admin account on PC and as sitekiosk restricted user, using once only and auto start. We tried it with 64 bit pcs and are now trying 32 bit. PCs have latest updates applied and are set to auto update every night. Power options are set to never sleep. I have spent almost 2 weeks trying every possible configuration and the issues remain so I would appreciate a prompt reply or we will look at other software and request a refund. The main issues are as follows:

1. Regardless of screensaver settings the pc will frequently revert to a blank white screen where only action available is a restart of sitekiosk using security password. At initiation of screen saver which is configured to show start page we get white screen. Even if screensaver is disabled by editing config file thru notepad the pc will randomly whitescreen, and the same if screensaver is set to 34000 seconds which covers the up time of the pc

2. We have a link to our libraries system where users can login to using library membership credentials. However, 9 times out of 10 sitekiosk does not let them logout. The behaviour is completely random. One time it may let them log out, another time it might refresh to another screen where it appears that they are logged out but they are not and a third option is that it will just keep refreshing the same page but they are still logged in. Worryingly even closing the browser window does not log them out...accessing the same link minutes later will open the previous users library account. I have set IE to delete all browsing history on exit for restricted user and local admin user and still no joy

3. Clicking on a link in sitekiosk home page, which may be to a web page or a locally stored application, will occasionally open the page/application twice for no reason. This is completely random. Of the 6 public access pcs in place any 2 or 3 may open apps twice on any given day and this will be rotated amongst the 6 randomly

Answer: (1)
Re: White screen etc 11/6/2015 1:33 PM
Hello,

I'm sorry that you are not satisfied with our product but I hope with my help we get these problems solved.

Issue no 1 (blank white screen):
Generally I cannot find any problem with using your configuration except that you should remove the entry “C:\AllowedURLs.txt” at “Address list” in the Surfing Area settings because in regards to the log you didn’t create / place a file there: 

[SiteKiosk] Warning: Surf area rules: not all rules can be loaded.

Alternatively create a corresponding text file – please see: http://www.provisio.com/helpconsole/SiteKiosk%20Help/en-US/default.htm?surfing_area.htm#two

Then check again.

If it still happens please send an e-mail to support-europe(at)provisio.com with the following files and information:
- What exact windows version do you use?
- What other software is installed on that system?
- Is the computer member of a domain?
- How often does this happen a day?
- Did it happen while you used SiteKiosk or after a while when the terminal was not in use?
- The current SiteKiosk configuration you use.
- The content (a ZIP) of the Start Screen you configured (C:\Users\Public\SiteKiosk\content )..
- A current log file with the information at which date & time the issue has occurred.
- If possible a short step by step description about how to reproduce the problem..


Issue 2 (library web page):
It seems the web page you talking about is
https://librariesireland.iii.com/iii/encore/myaccount
I checked that page in Internet Explorer (as SiteKiosk is based on IE Webbrowser Control) and it turned out that this web page is designed for IE8 and needs a compatibility view mode (IE8) to work properly in IE11.

To run SiteKiosk (the IE Webbrowser Control) with another compatibility view mode you need to edit the SiteKiosk configuration file.
For IE8 Compatibility view you e.g. can use 

<ie8-compatibility-view enabled="true" emulation-mode="8888" />

Or you even try 

<ie8-compatibility-view enabled="false" />


For further information please have a look at this FAQ:
https://www.provisio.com/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=9701

Alternatively you may even check using the Chrome Browser Skin based on Chromium and not IE Webbrowser Control. But note that this skin cannot be used in combination with the Start Screen.

Otherwise we need further information about how to reproduce the problem.


Issue 3 (page/application on Start Screen opens twice):
This is a known issue that will be analyzed by our developers:
It happens when starting SiteKiosk with Start Screen the first time after computer reboot or startup.
When pressing log out in SiteKiosk or starting SiteKiosk after it does not happen anymore
As workaround you can add an external script with the following code to the SiteKiosk configuration: 

evtid = SiteKiosk.Scheduler.AddDelayedEvent(5000, myfunction);
function myfunction(eventID)
{
   SiteKiosk.Logout();
}


Put the lines above into an editor (e.g. Notepad) and save it as JS file (e.g. workaround.js) into the folder “...\SiteKiosk\Html”.
Then open the SiteKiosk configuration tool and go to “-->Start Page & Browser-->Advanced-->Execute Script” (at the bottom of that dialog) to add the script file.
This script will initiate a SiteKiosk logout 5 seconds after SiteKiosk was started.

General notes:
>>>I don't know what you mean by reproduction in a text field.<<<
In this text field you can describe step by step how to reproduce the problem you have with SiteKiosk.

Please note that all customers can test our software products before purchasing any license.
http://www.provisio.com/en-GB/Downloads/Download.aspx?ItemId=1

Regards,
Michael Olbrich
My Account
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