Support Request: KIosk Freezing Intermitently

Ticket ID: 20936	Creation Date: 9/16/2014 10:47 PM	Product: SiteKiosk Classic Windows	Attachment: -
TicketType: Support Request	Version: -	Language: English
Views: 40662	Last Modification Date: 10/15/2014 9:00 PM	Platform: Windows
Level: Closed	IE: 10.0
Bug Status: Not Fixed	User account: SiteKiosk Restricted User	Bug Frequency: About once a day

Support Request: KIosk Freezing Intermitently

Reproduction

Description

Hello.

We've had our kiosk installed on location for about a year now. It has been working fairly well in that time, but recently some of the people working on the system have been reporting a problem where they are finding the kiosk in some sort of "frozen" state. It seems that some mornings, when they check up on things, that even though the kiosk is powered on, the screen is blank and the mouse (or rather, the touch-screen circle indicator) is stuck up in the top-left corner and is unresponsive. It usually requires a hard-reboot to bring it back up.

Have you heard of anything like this with any other kiosk users?

Thank you,

Alan Stewart
Research Analyst
Smart Microgrid Applied Research Team (SMART)
British Columbia Institute of Technology (BCIT)

Answer: (10)
Re: KIosk Freezing Intermitently	9/17/2014 8:24 PM
What is the OS and IE version? Do you see anything in the Windows event log after the freeze occurs? What do you see on the screen when SiteKiosk freezes? Does a reboot always resolve the issue or does it reboot into a frozen screen at any time? Have you tried closing SiteKiosk and updating your Windows system and drivers?
Re: KIosk Freezing Intermitently	11/4/2014 8:14 PM
----- What is the OS and IE version? Do you see anything in the Windows event log after the freeze occurs? What do you see on the screen when SiteKiosk freezes? Does a reboot always resolve the issue or does it reboot into a frozen screen at any time? Have you tried closing SiteKiosk and updating your Windows system and drivers? ----- Windows 8 Pro and IE 10. Here's some of the more recent Windows Event Logs: ----- Name resolution for the name isatap.ielbcit.ca. timed out after none of the configured DNS servers responded. ----- Faulting application name: SiteKiosk.exe, version: 8.7.1435.0, time stamp: 0x518a1c09 Faulting module name: SiteKiosk.exe, version: 8.7.1435.0, time stamp: 0x518a1c09 Exception code: 0xc0000005 Fault offset: 0x00170acf Faulting process id: 0xeb8 Faulting application start time: 0x01cff7c3e15b21a0 Faulting application path: C:\Program Files\SiteKiosk\SiteKiosk.exe Faulting module path: C:\Program Files\SiteKiosk\SiteKiosk.exe Report Id: af5fe959-63e9-11e4-b1bf-005008048cee Faulting package full name: Faulting package-relative application ID: ----- Windows cannot load classes registry file. DETAIL - The system cannot find the file specified. ----- Windows detected your registry file is still in use by other applications or services. The file will be unloaded now. The applications or services that hold your registry file may not function properly afterwards. DETAIL - 4 user registry handles leaked from \Registry\User\S-1-5-21-568298719-2723896175-3365218705-1002: Process 1056 (\Device\HarddiskVolume2\Windows\System32\svchost.exe) has opened key \REGISTRY\USER\S-1-5-21-568298719-2723896175-3365218705-1002\Software\Policies\Microsoft\Windows\CurrentVersion\Internet Settings Process 708 (\Device\HarddiskVolume2\Windows\System32\svchost.exe) has opened key \REGISTRY\USER\S-1-5-21-568298719-2723896175-3365218705-1002\Software\Policies\Microsoft\Windows\Safer\CodeIdentifiers Process 1056 (\Device\HarddiskVolume2\Windows\System32\svchost.exe) has opened key \REGISTRY\USER\S-1-5-21-568298719-2723896175-3365218705-1002\Software\Microsoft\Windows\CurrentVersion\Uninstall Process 1056 (\Device\HarddiskVolume2\Windows\System32\svchost.exe) has opened key \REGISTRY\USER\S-1-5-21-568298719-2723896175-3365218705-1002\Software\Microsoft\Windows\CurrentVersion\Internet Settings ----- A multi-touch device reported inconsistent contact information. ----- A pointer device does not have a product string. ----- It's the last two about the multi-touch and pointer devices that have me a little bit confused. I'm assuming they are referring to the touch-screen and/or mousepad? So far a hard-reset tends to fix things. Haven't heard (yet) of it not. We haven't done any Windows updates yet. We're a little nervous about what OTHER problems could occur should we try to upgrade to Windows 8.1 and worse if IE 11.0 is installed.
Re: KIosk Freezing Intermitently	11/14/2014 7:12 PM
It could be a driver issue is causing the behavior on this computer. Windows updates might resolve your issue. There are no known issues with running SiteKiosk 8.9 on Windows 8.1 with IE11. I recommend uninstalling SiteKiosk 8.7 then updating Windows and then install SiteKiosk 8.9.
Re: KIosk Freezing Intermitently	11/14/2014 9:07 PM
It could be a driver issue is causing the behavior on this computer. Windows updates might resolve your issue. There are no known issues with running SiteKiosk 8.9 on Windows 8.1 with IE11. I recommend uninstalling SiteKiosk 8.7 then updating Windows and then install SiteKiosk 8.9. ----- I have concerns about this route. We are using SiteKiosk to run a webapp that was made to work exclusively with IE 10. IE does not have the best track record for sticking to web standards and I'm VERY worried that upgrading to IE 11 will break many things. Is it s requirement to uninstall SiteKiosk 8.7? I spent months with the kiosk next to my desk getting things working and configuring things so that they worked properly and now that the kiosk is on site there is no easy way to make changes and test them directly to make sure that things are working. If I uninstall 8.7 then there's a good chance we will lose some of the fine tweaks and setting stuff up that is required to get the kiosk operating the way we want it to.
Re: KIosk Freezing Intermitently	11/14/2014 10:05 PM
All of the changes you make in the SiteKiosk configuration editor are saved in your SiteKiosk configuration file. IE 9, 10 and 11 are supported with SiteKiosk 8.7.

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