Ticket ID: 21782 Creation Date: 7/6/2015 10:54 PM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 8.9 Language: English
Views: 31038 Last Modification Date: 8/5/2015 10:17 PM Platform:
Level: Closed

Support Request: PDFs will not load

Description

When trying to open PDFs, SiteKiosk will open a new window and acts like it is going to load the document but does nothing. It gets stuck on a blank screen with an empty "Initializing" progress bar. I am running all of the latest and most up to date software: SiteKiosk 8.9, IE 11, and Adobe Reader XI. I have tried making suggested changes mentioned in other users' previous issues without any luck. This issue seems to be resolved in Google Chrome and Mozilla Firefox outside of the SiteKiosk software but is still an issue within IE. I have tried other versions of IE, all of which had the same issue. Is there some way we can get PDFs to open properly within SiteKiosk? Chrome does seem to work but we are unable to use it as it is only full screen and does not provide users with the toolbar for back, forward, log out, etc.

Answer: (6)
Re: PDFs will not load 7/7/2015 4:52 PM
You mentioned that you have tried previous methods suggested to other customers... However, it does depend on how the website is opening the PDF... For example, are you able to download and open PDFs from the following location without a problem or do you have the same behavior?

http://www.provisio.com/en-US/Downloads/Default.aspx?GroupId=9

For example, does the PDF need to be downloaded and opened in the browser (via Active X) or does it open in Adobe Reader? You may consult with your IT Administrator to figure out what happens on the backend when you attempt to open the PDF.

http://www.provisio.com/en-US/Downloads/Default.aspx?GroupId=9

What do you see in the SiteKiosk log file when you try to open one of the PDFs on your page? YOu can find the log file through the SiteKiosk configuration tool under >Basic >Logfiles. If you are unsure which entry it is, click the box that says "Show output window for testing" and then run SiteKiosk. You will now see the log file on the screen. Try clicking on the link to see what is written.
Re: PDFs will not load 7/8/2015 8:59 PM
The PDFs at issue are opened within the browser and are not downloaded locally to the computer. All of the provided PDF links work as expected. After talking with our developers, the links for the PDFs run through a redirect which opens the PDF within a new browser window via the Adobe Reader plugin.
Re: PDFs will not load 7/8/2015 9:09 PM
Here is the log:

20 03ec 2015-07-08 12:01:22 -0700 [SiteKiosk] Navigation: https://sts.wsu.edu/adfs/ls/clientlogon.aspx?wa=wsignin1.0&wreply=https%3a%2f%2fportal.wsu.edu%2fadfs%2findex.pl&wctx=https%3a%2f%2fportal.wsu.edu%2fadfs%2findex.pl
20 03ec 2015-07-08 12:01:22 -0700 [SiteKiosk] Navigation: https://portal.wsu.edu/adfs/index.pl
20 03ec 2015-07-08 12:01:24 -0700 [SiteKiosk] Navigation: https://portal.wsu.edu/psp/PWSUNP/EMPLOYEE/EMPL/h/?tab=W_STUDENT
20 03ed 2015-07-08 12:01:26 -0700 [SiteKiosk] Frame-Navigation: https://my.wsu.edu/portal/page?_pageid=141,354595&_dad=portal&_schema=PORTAL
20 03ed 2015-07-08 12:01:26 -0700 [SiteKiosk] Frame-Navigation: https://zzusis-utilities.wsu.edu/psportal/pages/studentcenter.html
20 03ed 2015-07-08 12:01:26 -0700 [SiteKiosk] Frame-Navigation: https://signin.my.wsu.edu/sso/jsp/login.jsp
20 03ed 2015-07-08 12:01:26 -0700 [SiteKiosk] Frame-Navigation: https://signin.my.wsu.edu/sso/auth
20 03ed 2015-07-08 12:01:26 -0700 [SiteKiosk] Frame-Navigation: https://zzusis-utilities.wsu.edu/psportal/pages/campusfinance.html
20 03ed 2015-07-08 12:01:27 -0700 [SiteKiosk] Frame-Navigation: https://zzusis-utilities.wsu.edu/portal/angel.pl?un=YDzrfrZRWu4xmdSsjahVNS3NOxiH5ZvL
20 03ed 2015-07-08 12:01:28 -0700 [SiteKiosk] Frame-Navigation: https://wsu.bluera.com/WSUBPI/taskview.aspx?blockid=Xi8HvSH2u&culture=en-US&userid=xnypkhTYpvToH8bckHNu1tX5yJuAomHeIaUuoiHu1Cvgu
20 03ec 2015-07-08 12:01:30 -0700 [SiteKiosk] Navigation: https://portal.wsu.edu/psp/PWSUNP/EMPLOYEE/HRMS/c/SA_LEARNER_SERVICES.SSS_STUDENT_CENTER.GBL?FolderPath=PORTAL_ROOT_OBJECT.CO_EMPLOYEE_SELF_SERVICE.HC_SSS_STUDENT_CENTER&IsFolder=false&IgnoreParamTempl=FolderPath%2cIsFolder
20 03ed 2015-07-08 12:01:30 -0700 [SiteKiosk] Frame-Navigation: https://csprd.wsu.edu/psc/PWSUNJ/EMPLOYEE/HRMS/c/SA_LEARNER_SERVICES.SSS_STUDENT_CENTER.GBL?FolderPath=PORTAL_ROOT_OBJECT.CO_EMPLOYEE_SELF_SERVICE.HC_SSS_STUDENT_CENTER&IsFolder=false&IgnoreParamTempl=FolderPath%2cIsFolder&PortalActualURL=https%3a%2f%2fcsprd.wsu.edu%2fpsc%2fPWSUNJ%2fEMPLOYEE%2fHRMS%2fc%2fSA_LEARNER_SERVICES.SSS_STUDENT_CENTER.GBL&PortalContentURL=https%3a%2f%2fcsprd.wsu.edu%2fpsc%2fPWSUNJ%2fEMPLOYEE%2fHRMS%2fc%2fSA_LEARNER_SERVICES.SSS_STUDENT_CENTER.GBL&PortalContentProvider=HRMS&PortalCRefLabel=Student%20Center&PortalRegistryName=EMPLOYEE&PortalServletURI=https%3a%2f%2fportal.wsu.edu%2fpsp%2fPWSUNP%2f&PortalURI=https%3a%2f%2fportal.wsu.edu%2fpsc%2fPWSUNP%2f&PortalHostNode=EMPL&NoCrumbs=yes&PortalKeyStruct=yes
20 03ed 2015-07-08 12:01:31 -0700 [SiteKiosk] Frame-Navigation: about:blank
20 03ed 2015-07-08 12:01:31 -0700 [SiteKiosk] Frame-Navigation: about:blank
20 03ed 2015-07-08 12:01:39 -0700 [SiteKiosk] Frame-Navigation: https://csprd.wsu.edu/psc/PWSUNJ/EMPLOYEE/HRMS/c/SA_LEARNER_SERVICES.SSS_TSRQST_UNOFF.GBL?Page=SSS_TSRQST_UNOFF&Action=A&TargetFrameName=None
20 03ec 2015-07-08 12:01:58 -0700 [SiteKiosk] Navigation: https://csprd.wsu.edu/psc/PWSUNJ/view/FILEDB_XMLP/cefb024c-25a3-11e5-994c-f7883962521e/SSR_TSRPT.pdf
20 0000 2015-07-08 12:02:22 -0700 [Maintenance] ESC Dialog:Escape Dialog has been opened
20 0000 2015-07-08 12:02:25 -0700 [Maintenance] ESC Dialog:SiteKiosk Login as Adminstrator successful
20 0000 2015-07-08 12:02:29 -0700 [Maintenance] ESC Dialog:ESC Dialog Action Logout started
20 0000 2015-07-08 12:02:29 -0700 [Maintenance] ESC Dialog:Escape Dialog closed
20 0000 2015-07-08 12:02:29 -0700 [SiteKiosk] Notification: Beginning deletion of temporary internet files.
20 0000 2015-07-08 12:02:29 -0700 [SiteKiosk] Notification: 225 temporary internet files successfully deleted. Done.
20 0000 2015-07-08 12:02:29 -0700 [SiteKiosk] Notification: 25 history entries successfully deleted. Done.
20 0000 2015-07-08 12:02:29 -0700 [SiteKiosk] Notification: 4 cookies successfully deleted. Done.
20 1772 2015-07-08 12:02:29 -0700 [SiteRemote] shutdown
20 03ea 2015-07-08 12:02:29 -0700 [SiteKiosk] closed
Re: PDFs will not load 7/8/2015 9:22 PM
I just got done uninstalling and reinstalling the Reader installation with no luck, and switching Reader versions does not make a difference either.
Re: PDFs will not load 7/8/2015 9:38 PM
Try Disabling the PDF player in SiteKiosk. Open the SiteKiosk configuration file (…\SiteKiosk\Config\YourConfig.skcfg) with an editor and deactivate the SiteKiosk player for PDF:

- Search for the line
<filter enabled="true" player="pdf" content="application/pdf" action="2"/>

- Change it to false
<filter enabled="false" player="pdf" content="application/pdf" action="2"/>
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