Ticket ID: 21892 Creation Date: 8/14/2015 6:28 AM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 8.91.3042 Language: English
Views: 26395 Last Modification Date: 10/26/2015 9:43 PM Platform:
Level: Closed

Support Request: SiteKiosk stops responding and won't wake from screen saver

Description

I have 6 kiosks running Win8.1 and the latest IE. They run for a period of time and then go into the screensaver. In screensaver mode the system will hang at some point in time. I am monitoring the machines using SiteRemote and they stop responding here as well. The PC is effectively locked up - mouse and keyboard do not wake the machine. A reboot is the only option at this point. The logfile shows the period up until the crash. The following is what is recorded after the crash:
20 7000 2015-08-14 10:50:57 +0800 [SiteRemote Client] Startup.
40 6008 2015-08-14 10:50:58 +0800 [Windows/System] [14/08/2015 10:50 AM: EventLog] The previous system shutdown at 10:04:24 AM on ‎14/‎08/‎2015 was unexpected.
40 1003 2015-08-14 10:50:58 +0800 [Windows/System] [14/08/2015 10:50 AM: EventLog] The system has rebooted without cleanly shutting down first.
20 7002 2015-08-14 10:51:00 +0800 [SiteRemote Client] [User: Heath_Test\SiteKiosk] The user has logged on to a session.
40 7006 2015-08-14 10:51:57 +0800 [SiteRemote Client] Application terminated abnormally [SiteKiosk].
40 1003 2015-08-14 10:51:57 +0800 [SiteKiosk] abnormal sitekiosk program termination
20 1001 2015-08-14 10:51:57 +0800 [SiteKiosk] started
20 7005 2015-08-14 10:51:58 +0800 [SiteRemote Client] Application started [SiteKiosk].

What could be causing this?

Answer: (10)
Re: SiteKiosk stops responding and won't wake from screen saver 8/14/2015 4:43 PM
What content are you running as the screensaver? What are you using as your start page? What do you see on the screen when the machine is 'locked up'?

The log entries provide just show the system was rebooted by, for example, holding the power button. What log entries came before the hard reboot?
Re: SiteKiosk stops responding and won't wake from screen saver 8/15/2015 2:46 PM
Our systems are configured with the Windows8 style landing page. The screen saver is runs SKplayer and scrolls through 11 websites that we are promoting.

The screen is frozen on whatever SKPlayer was up to in the list of URLs it is different everytime it crashes.

The log files from before the crash as attached to the original issue.
Re: SiteKiosk stops responding and won't wake from screen saver 8/20/2015 10:55 AM
We have done some more testing and have seen the system crash with just a standard Windows 3D text screensaver operating. Is there any extra debug that I can turn on to get more information about what is going on just prior to the crash? The current error log doesn't seem to give me anything helpful
Re: SiteKiosk stops responding and won't wake from screen saver 8/20/2015 7:04 PM
What happens if you try to replicate your issue with a different start page, like the Portal start page, as a test? Does the same thing happen in Start Once and Autostart? You can check the Windows event log for more information. You can also increase the SiteKiosk log level under >Basic >Logfiles.
Re: SiteKiosk stops responding and won't wake from screen saver 8/26/2015 4:39 AM
I have built a different configuration (not using the Win8.1 Tiles presentation) and the machine still crashes. I also got a crash overnight when I had left the machine logged in as administrator. So when this crash happened SiteKiosk app was not running. I have now uninstalled SiteKiosk to see whether the machine still crashes. This is not getting me any closer to a solution, but hopefully I'm eliminating some of the things it isn't
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