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Support Request: Intermittent Shutdowns

Description

We're running SiteKiosk on a 55" wall-mounted touch-screen from TV Liquidators. Over the past few months we've been getting random shut downs with the system. We've done a number of things to troubleshoot, including:

Adding more space between the wall mount the unit to increase air-flow (it doesn't even get warm to the touch).
Changing out the power cable.
Checking the voltage coming in from the wall socket
Checking all OS settings for Power Savings, Screensaver, Hard Drive etc. (all set to never turn off or to off).
The manufacturer has remoted into the system and can't find any errors that indicate hardware issues.

The only clue we really have is that SiteKiosk's remote monitoring software would indicate an error that said there were voltage fluctuations. The unit would NOT always shut off when these were reported but there were instances when it would shut off. We've exhausted most of our options on the hardware side (short of sending the unit back to California). So I'm wondering is this is an issue you've ever seen with SiteKiosk?

I took some images of some error messages we're getting with SiteKiosk related to a WebCacheLocal: Error - 1032 and it points to a logfile in the C:\Users\SiteKiosk directory. Here's the link:

[Removed for security reasons. Please be careful of identifiable information in the public forum.]

Any help you could provide would be appreciated.

Chris Blair

Réponse: (1)

Re: Intermittent Shutdowns 28/02/2020 18:34
Hi Chris,

Thank you for your inquiry. Generally the stability and performance of SiteKiosk (regardless of the SiteKiosk version) depends heavily on the Windows system and its hardware (including drivers) as well as other Windows services. Furthermore the SiteKiosk Browser cannot crash actual Windows systems (only hardware and drivers can do that) .

Please first check the power supply and the Windows event log for warnings and errors at the time span the problem occurred. Also restrictions setup via domain policies can have an influence on your device. Second, I had tested your website on an Intel Pentium machine and it was not very fast with browsing. Maybe you could check Task Manager while SiteKiosk is running (Service Personnel Admin Login).

Last, the automatic installation of Windows Updates can cause a restart of the system. In your log files, you will get this before the “abnormal SiteKiosk program termination”

[SiteKiosk] Warning: System shutdown attempt (WM_QUERYENDSESSION). Abnormal program termination expected.
[SiteKiosk] Warning: System shutdown attempt (WM_ENDSESSION). Abnormal program termination expected.

(You pictures did not show what happened before “abnormal sitekiosk program termination”.)

General FAQ about abnormal SiteKiosk program termination
https://www.provisio.com/en-GB/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=6034

Regarding to "error messages we're getting with SiteKiosk related to a WebCacheLocal: Error - 1032 and it points to a logfile in the C:\Users\SiteKiosk directory."
This is what happens when installing the Windows Updates from February 2020 but this does not cause an intermittent reboot, a temporary user profile will load instead. Solution for this specific error: https://www.provisio.com/en-US/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=25283.

Best regards,
Andre.