Ticket ID: 26347 Creation Date: 8/31/2022 8:38 AM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 9.8.5686 Language: English
Views: 4662 Last Modification Date: 9/28/2022 9:59 AM Platform:
Level: Closed

Support Request: Mouse pointer issues in Kiosk mode

Description

Hi,
we are experiencing some unexpected behaviour and I am hoping that you might be able to assist with some advice.
We are running SiteKiosk on devices (hosts) with no Mouse, Monitor or Keyboard attached. We access those hosts via a remote desktop software (NetOp). In our lab setup everything works as expected, but on a new production system we loose the mouse pointer as soon as the mouse is moved over an active application. The mouse pointer is visible if it's over the Desktop, but not over any kind of application. Funny enough, this only happens in Kiosk mode. As soon as we switch to Admin mode the mouse behaves as expected.
I am aware that the issue might as well be on the remote side, but I am running out of ideas, so I thought I might profit from your experience.
Do you have any suggestion for us to get the mouse to behave properly?
Any help is highly appreciated!

Answer: (1)
Re: Mouse pointer issues in Kiosk mode 8/31/2022 9:31 AM
Hello,

in general, SiteKiosk 9.8 is no longer in support (the actual version is 9.9.6191)
Version History: https://www.sitekiosk.com/eu/sitekiosk-classic-windows-version-history/
FAQ Update: https://www.sitekiosk.com/eu/web/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=24834
Or take a look at our new product SiteKiosk Online, where an RDP connection via the SiteKiosk Online Server (https://sitekiosk.online) is integrated without the need for additional software.
https://www.sitekiosk.com/eu/sitekiosk/


But from your description, you need to contact the manufacturer of the remote desktop software to find out where the cause of this behavior is and what access rights the program needs.

The difference in auto start mode is that SiteKiosk runs in shell replacement (the complete Windows desktop is replaced with SiteKiosk) and SiteKiosk is started in the restricted SiteKiosk user account.
If necessary, you can also test it again in the SiteKiosk user account without SiteKiosk having been started.
Here is the information on how to get access (you should not assign admin rights):
EN https://www.sitekiosk.com/eu/web/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=5826
DE: https://www.sitekiosk.com/de/web/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=5765

If it works then, does the RDP program not handle the fact that there is no Windows desktop when SiteKiosk is running in Auto Start mode?

Otherwise: SiteKiosk has no direct influence on external applications, but there are 2 settings that can prevent applications from running.
1. the so-called window & dialog management, which blocks certain windows & dialogs (also applies to the Start Once mode under the admin user)
2. the restrictions of the SiteKiosk user (no admin, further Windows restrictions set using the System Security Wizard). This only applies in Auto Start mode (but usually not for Windows services that run independently of the logged on user).

More details in this FAQ article:
EN https://www.sitekiosk.com/eu/web/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=25533
DE https://www.sitekiosk.com/de/web/CustomerSupportCenter/ArticleDetails.aspx?ArticleID=25534

Regards,
Michael Olbrich
Post comment
My Account
Login
Language (Tickets):