Ticket ID: 23462 Creation Date: 5/15/2017 9:23 AM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 9.1.3345 Language: English
Views: 33064 Last Modification Date: 6/12/2017 12:46 PM Platform: Windows
Level: Closed IE: 11.96
Bug Status: Not Fixed User account: Administrator Bug Frequency: On every start

Support Request: Sitekiosk restarts after visiting Google Maps

Reproduction

As the TItle says Sitekiosk restarts after visiting Google Maps, we've reproduced this issue on more then one workstation multiple times.
The log files shows the following:

20 03ec 2017-05-15 08:30:06 +0200 [SiteKiosk] Navigation: http://www.google.nl/
20 03ec 2017-05-15 08:30:14 +0200 [SiteKiosk] Navigation: https://www.google.nl/?gws_rd=ssl#q=maps.google.nl&spf=1494829806874
20 03ec 2017-05-15 08:30:19 +0200 [SiteKiosk] Navigation: http://maps.google.nl/
20 03ed 2017-05-15 08:30:24 +0200 [SiteKiosk] Frame-Navigation: https://consent.google.com/?continue=https%3A%2F%2Fwww.google.nl%2Fmaps&pc=m&origin=https%3A%2F%2Fwww.google.nl&if=1&wp=71
20 03ed 2017-05-15 08:30:30 +0200 [SiteKiosk] Frame-Navigation: https://consent.google.nl/set?pc=m
40 03eb 2017-05-15 08:30:27 +0200 [SiteKiosk] abnormal sitekiosk program termination
20 03e9 2017-05-15 08:30:33 +0200 [SiteKiosk] started
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: Beginning deletion of temporary internet files.
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: [Memory Status] Physical Memory: 2.27 GB (1.62 GB free, 58.4% used); Paging File: 2.23 GB (5.55 GB free, 28.6% used)
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: [Process Status] GDI Objects: 20; USER Objects: 72; Handles: 704; Process Memory Usage: 42.91 MB
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: 168 temporary internet files successfully deleted. Done.
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: 9 history entries successfully deleted. Done.
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: 6 cookies successfully deleted. Done.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] Cookies successfully deleted.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] 0 authentication entries successfully deleted.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] 0 LocalStorage entries successfully deleted.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] 0 IndexDB entries successfully deleted.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] 0 WebDB entries successfully deleted.
20 0000 2017-05-15 08:30:40 +0200 [SiteKiosk] SYSTEM INFORMATION - Computer Name: 219016-019, Computer Guid: f5b5f026-ffaa-4bbb-8ae5-2969c48c41fc, User Agent Information: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/47.0.2526.49 Safari/537.36, Running under restricted SiteKiosk user: false
20 03ec 2017-05-15 08:30:57 +0200 [SiteKiosk] Navigation: http://www.google.nl/
20 03ec 2017-05-15 08:31:04 +0200 [SiteKiosk] Navigation: http://maps.google.nl/
40 03eb 2017-05-15 08:31:03 +0200 [SiteKiosk] abnormal sitekiosk program termination
20 03e9 2017-05-15 08:31:15 +0200 [SiteKiosk] started

We've reproduced the crash 2 times within 10 minutes as you can see.
Debug is set to 0 but this is the only information provided in the logfile, we use IE 11.096 and any URL is whitelisted.
The strange thing is that after visiting Google Maps for the third time in a row it works as expected, can you tell me what is going on here?

Description

As the TItle says Sitekiosk restarts after visiting Google Maps, we've reproduced this issue on more then one workstation multiple times.
The log files shows the following:

20 03ec 2017-05-15 08:30:06 +0200 [SiteKiosk] Navigation: http://www.google.nl/
20 03ec 2017-05-15 08:30:14 +0200 [SiteKiosk] Navigation: https://www.google.nl/?gws_rd=ssl#q=maps.google.nl&spf=1494829806874
20 03ec 2017-05-15 08:30:19 +0200 [SiteKiosk] Navigation: http://maps.google.nl/
20 03ed 2017-05-15 08:30:24 +0200 [SiteKiosk] Frame-Navigation: https://consent.google.com/?continue=https%3A%2F%2Fwww.google.nl%2Fmaps&pc=m&origin=https%3A%2F%2Fwww.google.nl&if=1&wp=71
20 03ed 2017-05-15 08:30:30 +0200 [SiteKiosk] Frame-Navigation: https://consent.google.nl/set?pc=m
40 03eb 2017-05-15 08:30:27 +0200 [SiteKiosk] abnormal sitekiosk program termination
20 03e9 2017-05-15 08:30:33 +0200 [SiteKiosk] started
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: Beginning deletion of temporary internet files.
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: [Memory Status] Physical Memory: 2.27 GB (1.62 GB free, 58.4% used); Paging File: 2.23 GB (5.55 GB free, 28.6% used)
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: [Process Status] GDI Objects: 20; USER Objects: 72; Handles: 704; Process Memory Usage: 42.91 MB
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: 168 temporary internet files successfully deleted. Done.
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: 9 history entries successfully deleted. Done.
20 0000 2017-05-15 08:30:34 +0200 [SiteKiosk] Notification: 6 cookies successfully deleted. Done.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] Cookies successfully deleted.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] 0 authentication entries successfully deleted.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] 0 LocalStorage entries successfully deleted.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] 0 IndexDB entries successfully deleted.
20 0000 2017-05-15 08:30:36 +0200 [SiteKioskNG] 0 WebDB entries successfully deleted.
20 0000 2017-05-15 08:30:40 +0200 [SiteKiosk] SYSTEM INFORMATION - Computer Name: 219016-019, Computer Guid: f5b5f026-ffaa-4bbb-8ae5-2969c48c41fc, User Agent Information: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/47.0.2526.49 Safari/537.36, Running under restricted SiteKiosk user: false
20 03ec 2017-05-15 08:30:57 +0200 [SiteKiosk] Navigation: http://www.google.nl/
20 03ec 2017-05-15 08:31:04 +0200 [SiteKiosk] Navigation: http://maps.google.nl/
40 03eb 2017-05-15 08:31:03 +0200 [SiteKiosk] abnormal sitekiosk program termination
20 03e9 2017-05-15 08:31:15 +0200 [SiteKiosk] started

We've reproduced the crash 2 times within 10 minutes as you can see.
Debug is set to 0 but this is the only information provided in the logfile, we use IE 11.096 and any URL is whitelisted.
The strange thing is that after visiting Google Maps for the third time in a row it works as expected, can you tell me what is going on here?

Answer: (5)
Re: Sitekiosk restarts after visiting Google Maps 5/15/2017 9:44 AM
Hello,

I am sorry but this is not reproducible with the current SiteKiosk version 9.5.

You should update one of the machines to SiteKiosk 9.5 and test again.
Download: http://www.provisio.com/en-US/Downloads/Download.aspx?ItemId=1
Please note that you can update for free within 12 months after buying your license. After that time period you need to buy an update to use a newer version.

Also make sure that all available Windows update from Microsoft are installed.

Regards,
Michael Olbrich
Re: Sitekiosk restarts after visiting Google Maps 5/15/2017 10:20 AM
Good morning,

Thanks for the reply, we've updated the software to the latest 9.5 version.
Unfortunately the problem still existst, reproduced it 2 times:

20 03e9 2017-05-15 10:16:25 +0200 [SiteKiosk] started
20 0000 2017-05-15 10:16:26 +0200 [SiteKiosk] Notification: Beginning deletion of temporary internet files.
20 0000 2017-05-15 10:16:26 +0200 [SiteKiosk] Notification: 0 temporary internet files successfully deleted. Done.
20 0000 2017-05-15 10:16:26 +0200 [SiteKiosk] Notification: 0 history entries successfully deleted. Done.
20 0000 2017-05-15 10:16:26 +0200 [SiteKiosk] Notification: 0 cookies successfully deleted. Done.
20 0000 2017-05-15 10:16:26 +0200 [SiteKiosk] Notification: [Memory Status] Physical Memory: 969.97 MB (2.94 GB free, 24.4% used); Paging File: 1,022.31 MB (6.77 GB free, 12.8% used)
20 0000 2017-05-15 10:16:26 +0200 [SiteKiosk] Notification: [Process Status] GDI Objects: 15; USER Objects: 71; Handles: 725; Process Memory Usage: 41.91 MB
20 0000 2017-05-15 10:16:39 +0200 [SiteKiosk] SYSTEM INFORMATION - Computer Name: 219016-019, Computer Guid: f5b5f026-ffaa-4bbb-8ae5-2969c48c41fc, User Agent Information: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36, Running under restricted SiteKiosk user: false
20 03ec 2017-05-15 10:17:00 +0200 [SiteKiosk] Navigation: http://www.google.nl/
20 03ec 2017-05-15 10:17:10 +0200 [SiteKiosk] Navigation: http://maps.google.nl/
40 03eb 2017-05-15 10:17:25 +0200 [SiteKiosk] abnormal sitekiosk program termination
20 03e9 2017-05-15 10:17:31 +0200 [SiteKiosk] started
20 0000 2017-05-15 10:17:31 +0200 [SiteKiosk] Notification: Beginning deletion of temporary internet files.
20 0000 2017-05-15 10:17:31 +0200 [SiteKiosk] Notification: [Memory Status] Physical Memory: 1.43 GB (2.45 GB free, 36.9% used); Paging File: 1.68 GB (6.10 GB free, 21.6% used)
20 0000 2017-05-15 10:17:31 +0200 [SiteKiosk] Notification: [Process Status] GDI Objects: 14; USER Objects: 73; Handles: 724; Process Memory Usage: 42.95 MB
20 0000 2017-05-15 10:17:31 +0200 [SiteKiosk] Notification: 140 temporary internet files successfully deleted. Done.
20 0000 2017-05-15 10:17:31 +0200 [SiteKiosk] Notification: 5 history entries successfully deleted. Done.
20 0000 2017-05-15 10:17:31 +0200 [SiteKiosk] Notification: 2 cookies successfully deleted. Done.
20 0000 2017-05-15 10:17:32 +0200 [SiteKioskNG] Cookies successfully deleted.
20 0000 2017-05-15 10:17:32 +0200 [SiteKioskNG] 0 authentication entries successfully deleted.
20 0000 2017-05-15 10:17:32 +0200 [SiteKioskNG] 0 LocalStorage entries successfully deleted.
20 0000 2017-05-15 10:17:32 +0200 [SiteKioskNG] 0 IndexDB entries successfully deleted.
20 0000 2017-05-15 10:17:33 +0200 [SiteKioskNG] 0 WebDB entries successfully deleted.
20 0000 2017-05-15 10:17:34 +0200 [SiteKioskNG] Cookies successfully deleted.
20 0000 2017-05-15 10:17:34 +0200 [SiteKioskNG] 0 authentication entries successfully deleted.
20 0000 2017-05-15 10:17:34 +0200 [SiteKioskNG] 0 LocalStorage entries successfully deleted.
20 0000 2017-05-15 10:17:34 +0200 [SiteKioskNG] 0 IndexDB entries successfully deleted.
20 0000 2017-05-15 10:17:34 +0200 [SiteKioskNG] 0 WebDB entries successfully deleted.
20 0000 2017-05-15 10:17:36 +0200 [SiteKiosk] SYSTEM INFORMATION - Computer Name: 219016-019, Computer Guid: f5b5f026-ffaa-4bbb-8ae5-2969c48c41fc, User Agent Information: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/55.0.2883.87 Safari/537.36, Running under restricted SiteKiosk user: false
20 03ec 2017-05-15 10:17:45 +0200 [SiteKiosk] Navigation: http://www.google.nl/
20 03ec 2017-05-15 10:17:50 +0200 [SiteKiosk] Navigation: http://maps.google.nl/
40 03eb 2017-05-15 10:18:01 +0200 [SiteKiosk] abnormal sitekiosk program termination
20 03e9 2017-05-15 10:18:08 +0200 [SiteKiosk] started
Re: Sitekiosk restarts after visiting Google Maps 5/15/2017 10:32 AM
Hello,

In that case, you should increase the time interval at “-->Maintenance-->Monitoring-->Settings” (for “- if SiteKiosk does not respond for”) from 30 to e.g. 120 seconds and check again.
Further information here: https://www.provisio.com/en-GB/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=6034

You may also check the Windows event log (SYSTEM and APPLICATION) for errors and warnings at the time span the error occurred.


If it still doesn’t work please send the following via e-mail to support-europe(at)provisio.com
- Your SiteKiosk configuration (…\SiteKiosk\config\yourconfig.skcfg)
- A current log file (…\SiteKiosk\Logfiles) with the information at which time the problem occoured
- The information which operating system you use
- The information which hardware you use (CPU, RAM…)
- A screen shot of the installed applications (-->Control Panel-->Programs and Features)
- A step by step description about how to reproduce the problem

Regards,
Michael Olbrich
Re: Sitekiosk restarts after visiting Google Maps 5/15/2017 11:49 AM
Allright, i've completely disabled watchdog after i've found out that increasing the time interval to 180 seconds doesn't change a thing.
I've send an e-mail to provisio with our configuration and logfile.
Re: Sitekiosk restarts after visiting Google Maps 5/15/2017 11:50 AM
You should never turn off the Software Watchdog altogether!
As this would disable this safety feature completely, you could no longer be sure that your terminals will be operational at all times.
Remember that the Software Watchdog is not the cause of any possible problems, but it prevents a terminal that is experiencing problems from remaining in an unusable state.
https://www.provisio.com/en-GB/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=6034

Did you find anything in the WIndows Event log?

Unfortunately I miss the following requested information:
- Your SiteKiosk configuration (…\SiteKiosk\config\yourconfig.skcfg)
Not the skcfg.local
- The information which hardware you use (CPU, RAM…)
- A screen shot of the installed applications (-->Control Panel-->Programs and Features)
- A step by step description about how to reproduce the problem
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