Ticket ID: 21960 Creation Date: 9/10/2015 9:24 PM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 8.8.1686 Language: English
Views: 28285 Last Modification Date: 10/20/2015 10:55 AM Platform:
Level: Closed

Support Request: Youtube videos won't play

Description

Hello.
I need help with using youtube under sitekiosk 8.8. After starting Sitekiosk, and opening youtube for the first time, it will work fine. But when I navigate to a different page (for instance the portal startpage), and go back to youtube, that's when the issues will start happening. While playing a video, If I select a 2nd one, it won't play properly. The web page around the video's frame will switch to the new one, but inside it the old video will keep playing. If I click refresh, it will start playing the right video, but if I click a new video after the refresh, it will go wrong again. It has been tested on multiple computers with different hardware (x86 and x64 both). I linked the config file we intend to use with our terminals, but the issue is present if I use the default settings for everything Sitekiosk related on a freshly installed windows, where I didn't change anything yet. The only programs installed are: Sitekiosk, Adobe Flash 18 ActiveX, .net framework(s) (Installed by Sitekiosk) and windows updates.

This the behaviour when using Adobe Flash. If I uninstall it, and use html5, it's slightly different. When I open the 2nd video, instead of playing the old one, youtube will display an error message saying an error occured, please try again.

In both cases, if I run internet explorer without Sitekiosk, Youtube videos will play properly, without any of the mentioned issues.

Because our terminals rely heavily on Youtube, this is a really serious issue for us. Do you have any idea on how could I solve this? Thanks for your help.

Regards,
Zoltán Luxeder

Answer: (11)
Re: Youtube videos won't play 9/11/2015 9:56 AM
Hello,

The SiteKiosk browser is just using the IE Webbrowser Control of the installed IE.
Therefore SiteKiosk even uses the same Adobe Flash Plug-in.

If you want to use YouTube with HTML 5 in the IE Webbrowser Control you need to uninstall Adobe Flash completely. Just deactivating the Adobe Flash Add-on in IE will not work (in this case Adobe Flash in IE Webbrowser Control is still activated but the code on the YouTube web page checking to use Flash or HTML5 fails).
Otherwise you need to make sure that the Adobe Flash Add-on is activates in IE within the user account you run SiteKiosk in.

Which operating system do you use?
Did you check it in “Run once” mode within the user account whrer it works in Internet Explorer?

Regards,
Michael Olbrich
Re: Youtube videos won't play 9/11/2015 5:44 PM
When I tried to use html5, just to see if the problem persists, I've completely uninstalled Adobe Flash.-

I think the Adobe Flash add-on activates, since the first video usually plays without an issue.

I have tried this using a Windows 7 Home premium x64, and a Windows 7 Ultimate x86. All Windows updates installed on both.

I have checked it on Run once, and "Auto start" as well, same results. But if I run use Internet Explorer in the same account that the "Run once" option uses, but without running Sitekiosk, it works fine. If I would record the issue on a video, would that help pinpoint the source of it?

Regards,
Zoltán Luxeder
Re: Youtube videos won't play 9/14/2015 9:05 AM
Hello,

I don’t need a video for a proof but need to be able to reproduce this here.
On our test systmes everything works as expected.

You may first uninstall Adobe Flash like described here:
https://helpx.adobe.com/flash-player/kb/uninstall-flash-player-windows.html

Then check if Adobe Flash was removed by opening this URL in IE and in SiteKiosk (Run once)
https://www.adobe.com/uk/software/flash/about/

If Adobe Flash is removed check YouTube again (Run once).

Regards,
Michael Olbrich
Re: Youtube videos won't play 9/14/2015 9:16 AM
If you want to use adobe Flash you may install it (ActiveX for IE) again after the deinstallation:
https://get.adobe.com/flashplayer/?promoid=KLXMF
Re: Youtube videos won't play 9/17/2015 8:29 PM
I've followed everything you posted above, none of them solved it. I have uninstalled flash player, and even tried to install new windows, and avoid installing flash player in the first place, same results.
I'd like to make it clear, that it doesn't matter for me, if I use html5, or flash, but I have to make it work one way or another. I have to stress it, that Youtube is incredibly important part of my terminals, this is almost the sole reason I've purchased ~30 payment bundle licenses.
I'll try to sum up what I know about this so far.

-If I run IE11 without sitekiosk, it works fine. If I run sitekiosk, (run once or Auto start), it won't work after opening a few videos.
-The issue is sightly different when using flash or html5. With flash, the previous video freezes when the error occures (the page around it updates to the new one). With html5, youtube just throws an error after a few videos. ("An error occured, please try again later")
- I have tested this on multiple, different hardwares, with different cpu architectures as well.
- I've used the following operating systems:
- Windows 7 Home premium x64 (Installed from original install media.)
- Windows 7 Ultimate x86 (Downloaded from MSDN, passed MD5 check)
- Windows 8.1 Professional x86 (Downloaded from MSDN, passed MD5 check)
-I didn't change any Sitekiosk, Windows, Internet Explorer, or Adobe Flash settings from the defaults.
- I have tried installing flash ; uninstalling flash (following the steps provided above) ; and not installing flash after a windows install.
- I've tried the following: Installing every windows update ; Installing only the important updates ; not installing any windows update.
-The only programs installed are: Windows, It's uodates, Sitekiosk, .net framework(s) (installed by Sitekiosk)

Here's a screenshot of the youtube's html5 page (youtube.com/html5): http://i.imgur.com/IwKp8Vi.png
This was recorded on a computer with a freshly installed windows, with only the programs listed above installed. (I didn't install then uninstall flash this time.)
Thanks for your help.

Regards,
Zoltán Luxeder
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