Ticket ID: 26385 Creation Date: 10/18/2022 10:28 PM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 9.9.11320 Language: English
Views: 4392 Last Modification Date: - Platform:
Level: Closed Modified By: -

Support Request: Issue Displaying Video/Media Within SiteKiosk App

Description

We are currently experiencing an issue within the SiteKiosk Classic for Windows app where it will not display a video inside a safety training course that employees are required to complete. The video is accessed through the Workday website, and when the link is clicked, the user receives the error in the screenshot attached.

For the SiteKiosk config, we are running it using the Chrome browser skin. When running Chrome outside the SiteKiosk app, it displays the video normally.

Can you help with determining what is blocking the video from being displayed normally?

Answer: (5)
Re: Issue Displaying Video/Media Within SiteKiosk App 10/19/2022 2:36 PM
Hello,

Thank you for your inquiry. This could be an issue with web coding and LMS API. Are you using the latest SiteKiosk version (9.9.6191)? You can test it without a license here: https://www.sitekiosk.com/software-downloads/

You can find the version number officially in Configuration Editor (close to toolbar) and Quick Start Options (bottom left corner). You can take screen shot of any JavaScript Console errors by following steps here: https://devblog.provisio.com/post/2017/09/15/Debugging-Webpages-in-the-SiteKiosk-Windows-Chrome-Browser.aspx to share with your web vendor.

You can also check with your website vendor, "What is the minimum Chrome version the feature supports and if few numbers of browsers are only supported?" Because your issue resides behind a corporate login, you can send screenshots and further details to "support-america(at)sitekiosk.com" referring this post.

Best regards,
Andre.
Re: Issue Displaying Video/Media Within SiteKiosk App 11/4/2022 7:12 PM
Hello,

I came across a similar error on another reported site and the issue was found that the user session was being disconnected when a new window is launched in Fullscreen mode or with TABS turned off. This is a technical limitation with SiteKiosk. If you can test this with your scenario:

As an alternative to Fullscreen mode, you will need at least these features in the Customize (Chrome Browser) [when Start Screen is selected, you can click Advanced button to get there as well]:

* Browser Toolbar>>Show Tab Bar & Toggle Tab Bar Button (Check this option)
* Advanced>>Display Taskbar (Uncheck this option if needed)
* Advanced>>"Maximum number of browser window/tabs", set to more than 1
* Settings>>"Redirect new windows/tabs to the main window" (Uncheck this option)

In the case, you want to use Start Screen, you can select this option in Customize (Chrome Browser)>>Settings>>Start New Browser Windows Maximized.

Hopefully, this helps.
Andre.
Re: Issue Displaying Video/Media Within SiteKiosk App 11/7/2022 5:33 PM
Hello,

I had already tried those settings but unfortunately they did not help to resolve the issue.
Re: Issue Displaying Video/Media Within SiteKiosk App 11/7/2022 5:40 PM
Hello,

Thank you for the update. We may be able to test further if you could send more details by email to "support-america(at)sitekiosk.com" referencing this post. You will send:

- Configuration - C:\Program Files (x86)\SiteKiosk\Config (*.skcfg files, ignore *.skcfg.local)
- SiteKiosk Log files - C:\Program Files (x86)\SiteKiosk\Logfiles (yyyy-mm-dd.txt files)
- Steps to replicate the issue

Best regards,
Andre.
Re: Issue Displaying Video/Media Within SiteKiosk App 11/9/2022 4:00 PM
On further review of the files, Fullscreen Mode was not turned off in "Start Page & Browser">>Fullscreen. The issue was resolved after testing.

Best regards,
Andre.
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