Ticket ID: 26906 Creation Date: 1/26/2026 5:30 PM Product: SiteKiosk Online Client Attachment: -
TicketType: Support Request Version: 1.2595.6695 Language: English
Views: 126 Last Modification Date: - Platform:
Level: Pending Modified By: -

Support Request: Both Kiosk Machines are in Emergency Mode

Description

We have two SiteKiosk Online machines that are in Emergency mode with the following errors:
1) The client failed to respond to the SiteKiosk Online (EU) server within the required interval. Common causes include system crashes or missing network connectivity on the client end.
2) The client’s remote system service has contacted the SiteKiosk Online (EU) server to report that SiteKiosk is currently not being executed properly. This means that the client-machine was turned on and is running without the monitored application.

I'm not sure why we are on the EU server. The machines are in Arizona, but I believe it has always been that way. What can we do to correct this?

Answer: (3)
Re: Both Kiosk Machines are in Emergency Mode 1/26/2026 6:48 PM
These two errors mean that Windows is started by SiteKiosk has not been started that SiteKiosk is also not connecting to the server. To resolve the issue, I recommend updating your SiteKiosk Online version to the current version on these devices and setting them back into Autostart mode. Since the device is not contacting the server, you will need to do this locally at the device. At the emergency screen, you can exit SiteKiosk using the general password that you obtain from the management portal under >Team >Security. After logging in as Window admin on the device, you can download and install the most recent version from the SiteKiosk Online management portal Dashboard page under the Downloads tab. After the update, select Autostart mode and you will be prompted to that Windows will reboot. After the reboot make sure your content displays correctly and the device shows up as online in the management portal.

After you get the devices back up and running, you can then consider transferring your devices to the US-based server. Please email us at support-america(at)provisio.com for the procedure to do that and have your licensing transferred.
Re: Both Kiosk Machines are in Emergency Mode 1/26/2026 7:13 PM
Thanks for the response. For the Client download, should I use the preconfigured installer or the general installer?
Re: Both Kiosk Machines are in Emergency Mode 1/26/2026 9:52 PM
The general installer would be best in this case. Either will work though. The difference between these two is that the preconfigured installed will automatically register itself with the account you downloaded for 48 hours from the time of download it from unless it's already registered. After 48 hours, it performs the same as the general installer.
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