Ticket ID: 26734 Creation Date: 28/08/2024 00:14 Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 9.9.6744 Language: English
Views: 979 Last Modification Date: 07/10/2024 23:27 Platform:
Level: Pending

Support Request: Keyboard, mouse, and touch screen disabled.

Description

We have had three kiosks now where the keyboard, mouse, and touch screen are disabled. We have autologin setup but we do not have the setting checked to block keyboard input on SiteKiosk startup. We tried holding down the shift key at startup to get to the Windows login screen but no luck. With the first two, we had to get the kiosks reimaged because we could not get any peripheral input. Now we have a third and hoping we can get help before we have to have this one reimaged. Since we can't get to the Window logging prompt, we can't use the unlock keystrokes that we found on the support forum. Please help!!!!

Answer: (9)
Re: Keyboard, mouse, and touch screen disabled. 29/08/2024 16:16
What is the operating systems of the affected devices. There must be something else going on with those peripherals since SiteKiosk does not have functions to block the mouse or touchscreen. The SiteKiosk keyboard lock would not block the keyboard during SiteKiosk runtime. When you say the mouse is disabled, do you mean you do not see a mouse cursor at all or you are clicking on links and nothing is happening? If you tap near the four corners of the touchscreen starting on the top right within three seconds, is an exit dialog displayed? I see you have dual monitors activated in your config. Are these both touchscreens? How are these being used in this case?

If you boot into Windows safe mode, you will be prompted for the SiteKiosk general password (first eleven characters of your license key). After you get into Safe Mode, you can edit the Windows registry to disable safe mode.

Do you have remote access via RDP? If so, you could RDP into the admin account? Do you have a way to edit the registry on this device remotely?

You may see some reference to solution via the SiteKiosk remote management server. I double-checked this and you do not have this available.
Re: Keyboard, mouse, and touch screen disabled. 30/08/2024 22:18
We are running Windows 10 22H2.

Once the white box - "SiteKiosk - Waiting for Services" appears, the keyboard and mouse lose power.
The CAPS LED on the keyboard goes dark. Once we get to the SiteKiosk desktop, there is no mouse cursor on the screen. The keyboard, mouse, and touch screen are all dead with no power. The peripherals work perfectly when going into the BIOS and before SiteKiosk starts.

We are not using dual monitors so I'm not sure of that setting. Here is the information on the hardware: Dell OptiPlex 7400 23.8" All-in-One - Featuring 12th Gen Intel Core i5-12500 (6C 3.0GHz), 16GB DDR4, 512GB M.2, FHD Touch-Screen, IR Camera.

I tried booting into Windows Safe Mode, but once the white box - "SiteKiosk - Waiting for Services" disappears, the screen is blank and nothing happens. It never gets to the desktop and never prompts for a password.

We can't RDP or remote file share because the local firewall is enabled. So there is no way to remotely edit the registry.

This is the third kiosk where this has happened. They were installed in 2023 and have been running perfectly fine up until a few months ago when the first incident happened. It seems the only recourse is to get the computer re-imaged.

Do you any recommendations for preventing this from happening in the future? I may lobby that the firewall be disabled or at least allow administrative remote desktop and remote registry.

Thank you!
Re: Keyboard, mouse, and touch screen disabled. 30/08/2024 22:45
If you go into the Windows 10 repair options (Advanced troubleshooting), you should be able to open a command prompt as an admin. From there, you can use the command 'regedit' to open the windows registry editor to take SiteKiosk out of Autostart mode. If you can get to the registry editor that way, please email me at support-america(at)provisio.com for additional instructions.
Re: Keyboard, mouse, and touch screen disabled. 31/08/2024 01:04
I was able to boot to the command prompt, but what's strange is that even in command prompt, they keyboard did not function, even though the same keyboard function when in the BIOS.
Re: Keyboard, mouse, and touch screen disabled. 03/09/2024 17:09
That is strange. If you open the Windows on-screen keyboard can you type with that? You can type osk at the command line. The full path is 'C:\Windows\System32\osk.exe'.
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