Support Request: SiteKiosk service not starting

Description

Hello - one of our SiteKoisk is not working and the SiteKoisk service is not loading. could you please email to start the troubleshooting process. Thank you.

Name: "<Removed by Admin; Please refrain from posting license information in the public forum.>"

Answer: (6)

Re: SiteKiosk service not starting 5/10/2021 8:01 PM
Hello,

Thank you for your inquiry. What was the SiteKiosk version (and build) and on what Windows system was it being used? Can you tell more of your circumstances leading up to this error? Generally, you can find more troubleshooting steps from our Emergency Screen FAQ post :

https://www.provisio.com/en-US/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=25180

Basically, you are getting this error message because something on the system (hardware or software) is preventing SiteKiosk from running.

Best regards,
Andre.
Re: SiteKiosk service not starting 5/10/2021 8:23 PM
Thank you for the quick reply. I typed the Emergency password and it would not log off or restart. this issue happened after the desktop was update from win 10 1709 to 1809 version. is there anyway you can remote in with me and we can check out together ? Thanks
Re: SiteKiosk service not starting 5/10/2021 8:34 PM
Hello,

Thank you for the update. Remote login support of any kind is not included in our standard scope of support. Have you tried updating your SiteKiosk version to the most current? (Note: An updated license might be required. Please use a test machine if possible in your environment.) By default, SiteKiosk does not delete configuration files on upgrades or uninstalls.

Best regards,
Andre.
Re: SiteKiosk service not starting 5/10/2021 10:18 PM
Thank you. no luck. i ended the task manager and it just sits at the black screen. are you able to see what the master password is. i have one from the original email ? i would upgrade the sitekiok but i have a feeling it wont work.
Re: SiteKiosk service not starting 5/10/2021 10:34 PM
Hello,

Can you confirm that you are able to test SiteKiosk in Start Once mode at least and you are not using Windows RDP to connect to it? Experiencing "black screen" in Auto Start mode is a different issue and requires different steps. In the Emergency Mode article above, your master password is the first eleven characters of the license key.

Once you get back to your regular Windows admin account and confirm that you cannot launch SiteKiosk in Start Once mode, you must update SiteKiosk and test a new configuration file. If the issue persist in this case, then more information will be provided.

When replying please specify in which mode (Start Once or Auto Start) SiteKiosk is being tested.

Best regards,
Andre.
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