Ticket ID: 25647 Creation Date: 11/19/2020 5:11 PM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 9.8.5547 Language: English
Views: 9657 Last Modification Date: 12/29/2020 11:05 PM Platform: Windows
Level: Closed IE: 11.1198
Bug Status: Not Fixed User account: SiteKiosk Restricted User Bug Frequency: On every start

Support Request: SiteKiosk was unable to start properly

Reproduction

Launch SiteKiosk.

Description

Since upgrading to 1909 we cannot get SiteKiosk to open. We've disabled anti-virus, reinstalled Windows, reinstalled SiteKiosk, and created a fresh configuration. It will login to the SiteKiosk account but then displays the error "SiteKiosk was unable to start properly...". The same error appears when we try to open it manually from an administrator account. No other changes were made other than upgrading to 1909.

Answer: (13)
Re: SiteKiosk was unable to start properly 11/19/2020 5:49 PM
Hello,

Thank you for your inquiry. What variant of Windows 10 are you using (Home, Pro, Enterprise, LTSB)? Is your computer tied to a domain? If it is tied a domain, do you know if a sperate OU (organization unit) was created for SiteKiosk computers? There is no known issue where this error would happen on its own.

Best regards,
Andre.
Re: SiteKiosk was unable to start properly 11/19/2020 7:20 PM
These are running on Windows 10 Enterprise. We have a special OU for kiosks, but the software still won't work even before they've joined the domain. Our 1809 kiosks are still functioning perfectly.
Re: SiteKiosk was unable to start properly 11/19/2020 7:43 PM
Hello,

Thank you for your response. Others have been using SiteKiosk with that Microsoft OS version without fault. I do not believe this is a bug. Please continue to investigate your domain settings, starting from most default building up to your current settings. Or test with another default OS image. In the mean time, please do send these files to support-america(at)provisio.com for review:

- Configuration - C:\Program Files (x86)\SiteKiosk\Config (*.skcfg files)
- Log files - C:\Program Files (x86)\SiteKiosk\Logfiles (yyyy-mm-dd.txt files)
- A zip file of SiteKioskNG.log - C:\Users\<your running user>\AppData\Local\Temp (generates when SiteKiosk runs.)
- Windows Event Viewer logs (Application and System).
- A screenshot of currently installed programs.

Best regards,
Andre.
Re: SiteKiosk was unable to start properly 11/19/2020 9:57 PM
I've just emailed the log files with the ticket number in the subject line.
Re: SiteKiosk was unable to start properly 11/19/2020 11:26 PM
Hello,

Thank you for sending your files. I did not get the correct configuration file but I was able to find SiteKiosk related errors in the logs. There were SiteKiosk services that were not running or allowed to run. Error messages:

(SiteKiosk Log)
"40 0400 2020-11-19 14:14:13 -0500 [SiteKiosk] SiteKiosk was not able to start properly for 10 times in 1200 seconds or the SiteRemote Client service did not start in time, therefore the emergency screen has been started."

(Event Viewer - Application log)
"The SiteKiosk Content Service service depends on the following service: SiteRemote Client. This service might not be installed."

If you open Task Manager>>Services tab, then you will see three services: "SiteKiosk Content Service" "SiteRemote Client" "skpcdsvc" . They will need to be running or allowed to run automatically when SiteKiosk or Windows starts. Also I was able to confirm enterprise level security services or activities, even if it is not a mainstream antivirus program like Trend Mico or Norton. I would not be able to give you expert advise on these but you may need to give an exception to SiteKiosk in Windows Defender and in Bomgar. They both offer Enterprise level security services. For Auto Start, where SiteKiosk does shell replacement - you will need to make an exception for "C:\Program Files (x86)\SiteKiosk\SiteKiosk.exe".

To summarize everything, SiteKiosk is being prevented from running on your system. You can find detail documentation on SiteKiosk here for review - https://www.provisio.com/helpconsole/SiteKiosk%20Help/en-US/default.htm . There is no known issue where SiteKiosk would cause this on itself and is made to be generally crash resistant. The only things that can stop SiteKiosk is Windows system, antivirus software and yourself (based on your settings).

Best regards,
Andre.
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