Ticket ID: 26101 Creation Date: 1/19/2022 11:46 AM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 9.8.5779 Language: English
Views: 6042 Last Modification Date: 3/10/2022 5:26 PM Platform:
Level: Closed

Support Request: Black screen with white line

Description

Recently, we've been facing a strange behavior in one of our kiosk. Randomly, the screen would be black with a white line near the top. After restarting the computer or Sitekiosk the problem is solved. It's not a hardware issue, as we can still connect to the computer via TeamViewer and move the mouse etc.

Answer: (5)
Re: Black screen with white line 1/19/2022 11:57 AM
Hello,

SiteKiosk 9.8 is out of support.

But maybe you first check the screen saver settings in the SiteKiosk configuration (about which content is configured or just switch the screen saver setting to just display the start page) and also the SiteKiosk log (…\SiteKiosk\Logfiles) at the timespan the problem occurs.

If you are using an Intel graphics card, it is also best to install the latest driver from the Intel manufacturer's site and check again.

If that doesn’t help you should update SiteKiosk to the most current version and check again.
Here the information about updating SiteKiosk:
https://www.sitekiosk.com/eu/web/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=24834

Regards,
Michael Olbrich
Re: Black screen with white line 2/2/2022 12:47 PM
I have tried it, however it doesn't go away. Is there any way from USB to start it any other way by excluding the Kiosk program?
Thank you
Re: Black screen with white line 2/2/2022 12:59 PM
Hello manuel-di-marco,

in your original request you wrote that you are using SiteKiosk Android:
https://sitekiosk.com/eu/web/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=26119

However, the request and the answer above s about SiteKiosk Windows and the solutions cannot work on Android.
Please reply here if you have further questions about your Android problem:
https://sitekiosk.com/eu/web/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=26119

Regards,
Michael Olbrich
Re: Black screen with white line 2/10/2022 4:31 PM
Hi

I've updated Sitekiosk but It didn't fix the issue. I've also double-checked the windows settings.

Do you have other clue ? The issue is happening more often than before.

Thank you
Re: Black screen with white line 2/10/2022 4:38 PM
Hello,

there is no known issue like this with SiteKiosk Windows.

Please send the exact step by step description what I have to do to reproduce the behavior via e-mail to
support-europe(at)provisio.com

Also send
1. the SiteKiosk configuration (skcfg) from the system with the current SiteKiosk 9.9.6084 version
(...\SiteKiosk\Config\YourConfig.skcfg)
2. the corresponding SiteKiosk log (…\SiteKiosk\Logfiles)
3. the information at which exact date/time the problem occurred
4. A ZIP of the file “SiteKioskNG.log” from the folder “C:\Users\[user name]\AppData\Local\Temp”
[user name] = Windows user you started SiteKiosk within When using autostart it is the "SiteKioskNG.log" under "C:\Users\SiteKiosk\AppData\Local\Temp"
5. the information if there is a difference in “Start once”.

Regards,
Michael Olbrich
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