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Support Request: SiteKiosk Error

Description

Good Afternoon,

We are a third party reseller that uses sitekiosk in our kiosks. We have a customer that is encountering the error message "SiteKiosk was not able to start properly for 10 times in 1200 seconds..." (attached). Do you know why we encounter this error? We encounter it approximately every 1-2 weeks. We reboot sitekiosk and the PC and the error doesn't come back up. Thank you in advance,

Jerris Barents
F&E PaymentPros

Réponse: (1)

Re: SiteKiosk Error 18/02/2020 15:13
Hello,

Thank you for your inquiry. The so-called emergency screen loads if SiteKiosk was restarted by the software watchdog (or for any other reason) 10 times in 1200 seconds. Also see “3. Monitoring”: https://www.provisio.com/helpconsole/SiteKiosk%20Help/en-US/default.htm?maintenance.htm.

Note: To leave the emergency mode, you can use the logoff button on screen (or press ESC) and enter the general password (or even the password you configured last when using the unlicensed version). You will find your general password, for example, on your SiteKiosk invoice or in the e-mail that was sent to you and contains your registration information. Your general password is composed of the first eleven letters/numbers (including the dash) of your registration code. This will ensure that the general password will only work with your version of SiteKiosk. If you are using a touch screen and have not activated the on-screen keyboard in the SiteKiosk configuration, you can alternatively activate an on-screen keyboard in the Exit dialog (bottom left icon). Otherwise please see this FAQ: https://www.provisio.com/en-GB/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=364 .

When having access again, you should login as administrator and check the system or SiteKiosk configuration. In case you use any standby / wake settings, I would strongly recommend to check that Fast Boot (Windows 8) or Fast Startup (Windows 10) is disabled at the client machine.
See “Note” at “1. System/screen settings”: https://www.provisio.com/helpconsole/SiteKiosk%20Help/en-US/default.htm?maintenance.htm .

Otherwise, the emergency screen may have been caused by a slower performance of the machine and the system is very busy during startup. To verify this you need to check the log files (…\SiteKiosk\Logfiles) when having access to the system again. You also can try setting the crash detection values in the SiteKiosk Configuration higher (e.g. from 30 to 90 seconds). To do this open the SiteKiosk configuration tool and go to -->Maintenance-->Monitoring-->Settings. Please try this solution first.

If that doesn’t help you may also check if it happens in “Run once” mode or when configuring the Metro IE Skin instead if the Chrome Browser skin.

Best regards,
Andre.