Ticket ID: 21573 Creation Date: 4/23/2015 4:41 AM Product: SiteKiosk Classic Windows Attachment: -
TicketType: Support Request Version: 8.x Language: English
Views: 26294 Last Modification Date: 6/24/2015 11:15 AM Platform:
Level: Closed

Support Request: Random Restarts

Description

Hi,

We are currently using SiteKiosk 8 and we are facing random restart issue when the user select "PRINT"

We have increase the watchdog timer under SiteKiosk configuration-->Maintenance-->Monitoring-->Settings
but that issue still persist

Please advise on what can be done to resolve this issue.

Thanks in advance

Answer: (8)
Re: Random Restarts 4/23/2015 4:59 AM
Hi,

Sorry for double posting

Kindly also advise if there is any side effect on increasing the watchdog timer.

Thanks in advance
Re: Random Restarts 4/24/2015 4:04 PM
If it is not taking the default amount of 30 seconds for the watchdog then it is likely something else causing the issue. In your SiteKiosk configuration file, under >Basic >Print, if you have 'enable printer monitoring' checked, uncheck that and test. Does the issue occur on any page you try to print or just pages from certain websites?

The only side effect of increasing the watchdog timer is that it will take longer to restart SiteKiosk if the system freezes. It is sometimes necessary to increase this timeout if the connection or system are running slow.
Re: Random Restarts 4/27/2015 4:28 AM
Hi,
Thank you for your reply

1. In your SiteKiosk configuration file, under >Basic >Print, if you have 'enable printer monitoring' checked, uncheck that and test.
Yes. It is unchecked

2. Does the issue occur on any page you try to print or just pages from certain websites?
It happens to most of the site, but does not happen everytime
Re: Random Restarts 4/27/2015 9:28 PM
You might try removing the printer in Windows and adding it back in. Normally when you see an issue that seems random it can be traced back to an instability or corruption on the system somewhere. I also recommend trying different printer behaviors with the issue. For example, "Automatically print largest frame" is selected by default. You should also try "Show standard Internet Explorer Print Dialog box" etc as a test. These options can be found in the SiteKiosk configuration tool under >Basic >Print.
Re: Random Restarts 4/29/2015 8:03 AM
Hi Support

Thanks you for your assistance,

1. You might try removing the printer in Windows and adding it back in.
We have removed the printer and added it back in but the issue is still present

2. Normally when you see an issue that seems random it can be traced back to an instability or corruption on the system somewhere.
My colleagues are looking into this portion

I also recommend trying different printer behaviors with the issue. For example, "Automatically print largest frame" is selected by default. You should also try "Show standard Internet Explorer Print Dialog box" etc as a test. These options can be found in the SiteKiosk configuration tool under >Basic >Print.
We have changed the kiosk print dialog configuration but the issue still persist.

My colleagues have noted that the SiteKiosk skin that was currently used by our kiosk machine was retained from WinXP, where our kiosk machine is currently Win7
Will this cause an issue?


Thanks in advance
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