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Under review
User2900 3 weeks ago in Remote Management • updated by Richard 3 weeks ago 22

Getting constant complaints from customers that remote devices keep going blank.  Keeps turning off and on.  I keep having to go into the remote management app and reload but can't access remotely now.  System says can't access the screen.  

Under review

Good Morning, 


Thanks for your email and sorry to hear of the problems you're having, in order to assist further we'll need to get some additional information from you. 


Could you please advise the following: 


Make/model of devices you're using?

What version of Android are the devices running?

What version of Kiosk Browser is installed on the devices? 

How many devices do you have in total, and how many of these are affected?

Are you able to identify any patterns that could help us narrow down the issue? 


We are aware of a bug at the moment affecting a small number of our customers devices, causing the display to go white/blank; we are working tirelessly to identify and resolve this issue so any information you can provide may be a great help towards getting a fix in place, if this is indeed related. 


Thanks & regards


Andrew

Hi Andrew,


Thanks for the quick response.  Customers are getting frustrated and we have had multiple trips out and tried switching to new devices to resolve.  


-The devices are Insignia / NS-P10A7100

-Android version: 6.0.1

-2.6.0 (Build 193) Package com.procoit.kioskbrowser

-3 devices-Affects all (switched out first one hoping it was the device but same issue)

-Haven't been able to find any patterns to the outages.  Customers say it's off more than on.  


Display goes blank but frame/border still there with our company info.


Thanks,


Roxanne




Device completely frozen.  Tried Force Profile Download, Reload Home Page, Restart Application on Device, Request Application Screen Shot, etc. and nothing working.

Hi Roxanne


Thanks for the information, that does sound like it could be linked to the bug we're looking into


I'll pass those details on to our lead developer Richard this morning to add to the case. 


What we've found so far is that it seems to occur after a device has been sleeping for a period of time. When waking up the app is stuck in a "dozed' state.


We'll get back in touch today if we require any further information, Richard may also be able to offer further suggestions.


Thanks,


Andrew


Are you able to take a photo of the issue so we can confirm whether it's the same bug that we are looking into? Some customers have confirmed the issue to occur when the device has been sleeping for some time.

Will see what I can find.  Not giving me images back though and devices are remote.  Thought I set it to not sleep but is there a way I can completely override the sleep mode?  Any other changes I can make while you work on this?  Please let me know any timing around a solution so I can update clients.  Also have other clients waiting and am not comfortable putting any more out there until I know we have this under control.


Thanks!

It may not be the same issue that we are working on but a photo (not a screenshot) would be incredibly useful so we can confirm either way. When you said you have been going into remote management to "reload" do you mean you've been using the reload home page function? 


We can't give any ETAs because at the moment we can't replicate the issue in our own environment.

Hi Richard,


Thanks getting back to me.


-I'll see if someone can take a pic.  What I saw when I could get a screen shot, was a white screen background with the colored border with the color we selected still around it.  Generally I would have to click the reload button a couple times a day and it would reset but not now.  Sometimes I would get a notification from the Kiosk Browser but often the client would notify me and I had no notification from Kiosk.  Have just been trying to deal with it on our own because no one to call, email responses were slow, and hard to identify/explain via email.  This is not making us look good.  Had happy clients and this was supposed to be a benefit for them to show off their solar production but now they are frustrated, we're frustrated, and this is taking up too much of everyone's time.  These are in public places and can't be off.  I know you are working on it but we need a solution as quickly as possible.  


-Yes, I was reloading using the reload home page function.  Nothing worked.  Concerned I might have set it up incorrectly but the instructions are unclear and again, no one to call.  Some things are explained, some not.  If this is supposed to have business applications, really need phone support and crystal clear instructions.  


Please let me know if you can have this resolved within the week or we are going have to start looking at other options. One client has church services on the weekend so would really appreciate having it back up in time for services.  System has been completely down for over a week already and glitchy for months.  Thanks for your help.


Roxanne


Hi,


I can appreciate your frustrations but we first need to establish whether the issue that is occurring is related to the problem we are investigating or whether it's something different. I would of been helpful if you'd logged this with us earlier if it's been "glitchy" for months. With regards to support contact, we run email only support but pride ourselves on response times so I'm not sure why you think our responses are slow, perhaps it's the time difference? We are based in the UK so there are times where responses won't be immediate in your time zone (specifically when we are sleeping) but we do reply to customers out of business hours.


We need as much information as you can give us before we can even attempt to give you any timescales because right now we can't even be certain what the exact issue is because we have little information to go on.


  • "Sometimes I would get a notification from the Kiosk Browser" (do you have an offline alert setup?) - what do you mean by this?
  • When the customers have explained the issues to you, is the screen always white with coloured bars? We need to know whether its always like this.


It might be worth configuring the app restart feature within the Profile under Power > App Restart (the time specified here is the local time zone on the device). Bear in mind if any of the devices are offline they will not receive the profile change until they come online.


One of your devices "B'Nai-Petaluma" is configured with the URL "about:blank" which means it would be displaying a white page, it's offline because the battery ran out. 

It get that.  Sorry if getting testy.  Lot on my plate and technology drives me a little nuts and it's almost 4 in the morning here in California and haven't been to sleep yet and Trump is president but I really appreciate you looking into this.  ;) Your responses have been quick which I also appreciate.  The challenge is explaining things in a way that makes sense to anyone via email when I barely understand the technology/jargon.  There are a thousand options so I'm thinking I could have done a thousand things wrong in the set-up.  I've been testing different options and variables.


-Ok so yes, we have offline alerts.  We were getting many emails saying when it was off and back on, sometimes without us doing anything.  It would just turn off and on on its own. Not sure why.


-They customer hasn't really described it.  I am getting that visual from the remote screenshot. Also from the device we took back.


-I already have that configured for 21:00.  Should that be different.  Also I don't have any of the sleep options set up as I wanted it to run full time and didn't want it to sleep.  Should this be different?  All devices are hardwired to power and constantly on.  Not sure what you can see and what you can't of my account and settings, but the settings I have selected for the Power section are: 

-Scheduled Wake-Up:  OFF

-Scheduled Sleep:  OFF

-Scheduled App Restart: ON

-App Restart Time: 21:00

-Always Wake Device: ON

-Sleep on Power Disconnect: OFF

-Sleep on Power Connect: OFF

-Scheduled Reboot:  OFF


-Is there a way for you to see my settings or would I need to give you a list of all my settings?


-The one B'Nai device you mentioned is off.  It is the one we brought back to the office because we thought maybe the device itself was malfunctioning.  I could plug it back in if it would help to use it for testing?  


Hope that makes sense, thanks!






Saw an old comment of yours regarding Remote Management and says its for an older version and isn't used anymore.  My Remote Polling Interval is on and set to 10.  Is this ok?   Also would it help to turn on High Accuracy Location?

Roxanne

More settings:  From General:


Hyperlink sound

Enables/Disables sound when tapping a hyperlink - OFF


Idle Page Timeout

Enables page timeout - OFF


Timeout (minutes)

Reload kiosk home page URL every x minutes when idle - OFF

5


Timeout: Always Reload

Reloads the home page even if the device has not been used - OFF


Reload on Screen On

Reloads the home page when screen is turned on - OFF


Sorry that made us laugh back here, so Trump becoming president actually happened, wasn't sure if it was just a comedy show on TV!


If you are happy for us to look at your settings we can do this, just confirm the profile names for us to look at. There are two sleep related setting under Hardware that may or may not be turned on already.


The remote polling interval hasn't been used for a long time but we still have to support it on some earlier builds. High accuracy location only relates to the device location on the map.


Yes you could plug this device back in to help with testing.I'm betting the page will be white because the URL is set incorrectly.



Ya but now it's like a horror movie and you're stuck in it and can't get out.  Or like being in a slow motion car accident and you're a passenger so you can't look away but you really don't want to see what's going to happen next.  Six months in and still in shock.  Hopefully you guys are able to ignore most of it. So crazy. 


Anywho, I think I might have messed it up further.  I went into the profile for B'Nai-Tablet-Insignia which is B'Nai-Petaluma and opened Hardware and turned on Control Wifi state.  WiFi Enables/Disables was already set to on but it is grey.  When I turned on Control Wifi state, the text turned black but then when I went back to look at Devices, it had turned red.  


-Live Oak Farm is still green and you can access the Screenshot bu the screen is white with the banner still across the top.


-I removed the URL from the off device just in case it might cause a conflict with the working device.  I can either put in a different one or use the same one as B'Nai if you like?


Ok so looks like I was able to get Live Oak Farm back online by clicking Reload Home Screen, which is what I usually do.  The screen was definitely white prior to my doing that.  Any ideas on how to keep it on?  Do you think this is the glitch you were mentioning?

We have our own mess to deal with "Brexit" which is nothing short of a horror movie...



That WiFi setting is very dangerous which is why it has two toggle switches. You should only use it if you are wanting to force WiFi to off otherwise it isn't really required. If you enable/turn on "control wifi state" it instructs Kiosk Browser to enable or disable wifi based on your choice, of course this then takes the device offline (if off is chosen) and there is no way to bring it back online without changing the setting back and then going on-site. If "control wifi state" is disabled/turned off it doesn't make any adjustment to the WiFi adapter on the device.


Did you save the screenshot from Live Oak Farm? Just to clarify when we use the term "online" we mean the device is showing the green icon in remote management, red means offline and it normally means there is no internet connection on the device or its turned off. It basically means can the device contact remote management or "phone home". Whether there is a page loaded on the device is a different issue entirely but appreciate it is the main issue!



As you are using a different profile for each device changing the URL on one will not affect the other (B'Nai-Petaluma). So I would get this device set back up so you can see if it has any issues.


Sorry I'm just trying to read through all the information you are providing me with and look at the settings, so its taking me a while to reply with relevant answers.


I notice that you do not have "Idle timeout" enabled, this setting is very important for handling recovery from connection failures etc... its normally enabled by default.

I hear you on the Brexit thing.  Crazy times.


-Guessing I might have accidentally turned it off it it went red, meaning offline.  It's not responding to anything.  Looks like I will have to send someone to that location.  Is there anything simple I could ask the customer to do on their end to reboot it?


-Yes I used a different profiles for each device as they all have different URL's.   Should I be doing this differently?  The profile shares the same name as the device.  Was trying to keep a generic profile as a template that I create new profiles from but now the settings are all wonky and different on each device from all the testing and attempts to fix so not sure what are the right settings at this point. 


-Sorry I did not get a screenshot.  I was messing around and really didn't expect it to work.  Sorry!  

Do you mean Idle Page Timeout?  Had that on before and switched it to off this week to see if that would fix the issue.  Won't this make it timeout?  Will turn it back on though.  What's the best time for Timeout?  Have it set to 5.  What about Timeout: Always Reload and Reload on Screen On?


Also on Connectivity - Should I have all those on?  Have WiFi check frequency to 1500 and Delayed Load on Startup to 15.  This ok?

-Guessing I might have accidentally turned it off it it went red, meaning offline.  It's not responding to anything.  Looks like I will have to send someone to that location.  Is there anything simple I could ask the customer to do on their end to reboot it? You would need to get the customer to turn WiFi back on for you but this is near impossible unless they have the password or a WiFi access password. You would also need to make sure the profile has WiFi switched back on, otherwise when it downloads the settings again it would turn it off. Its primarily designed for customers who are using mobile data only.


-Yes I used a different profiles for each device as they all have different URL's.   Should I be doing this differently?  The profile shares the same name as the device.  Was trying to keep a generic profile as a template that I create new profiles from but now the settings are all wonky and different on each device from all the testing and attempts to fix so not sure what are the right settings at this point. Generally if all the devices are the same except the URL you can use one profile and override the URL on a per device basis. If I were you I would create a new profile with all the settings you require in readiness and use it with your test device to make sure it's all set correctly. I can show you how to override the URLs when you are ready.

-Sorry I did not get a screenshot.  I was messing around and really didn't expect it to work.  Sorry!  No problem, if reloading the home page worked then the issue ISN'T the more complicated issue we've been facing with other customers.



Do you mean Idle Page Timeout?  Had that on before and switched it to off this week to see if that would fix the issue.  Won't this make it timeout?  Will turn it back on though.  What's the best time for Timeout?  Have it set to 5.  What about Timeout: Always Reload and Reload on Screen On? I would 100% recommend having Idle Page Timeout turned on, if for any reason the page fails to load of some other issue occurs, the page will attempt a reload. We use the Kiosk Browser ourselves in production and would never have this turned off. Yes keep always reload on too. 5 minutes is generally fine. Reload on screen on is a less important, this is for handing scenarios where the screen is turned on manually and it forces a reload of the home page.


Also on Connectivity - Should I have all those on?  Have WiFi check frequency to 1500 and Delayed Load on Startup to 15.  This ok? This is optional, we recommend the default of "reload home page" but reset wifi all depends on the reliability of the Wifi connection in the area, its normally off by default.

Glad to hear the one device doesn't have the bad thing but why is it going on and off in the first place?  How do I get it to stay on?


-Turned off Reset Wifi.  Is the Delayed Load on Startup time ok at 15 seconds.or is less better at 5. 


Should I Force Profile Download on the device after changes are made or are the changes automatically updated?


Ok so my brain is fried.   Hopefully some of this helped.  I will check again in the morning and let you know how it's going.  Let me know if you have any other thoughts/ideas.  


Thanks so much for your help and have a great day!

Glad to hear the one device doesn't have the bad thing but why is it going on and off in the first place?  How do I get it to stay on? Can you just clarify what you mean by "on and off" as in technical terms to me that would mean that the device is switching off to a black screen i.e. the device is sleeping. If you are referring to the white screen scenario, having "idle page timeout" & "always reload" on should fix this type of issue. A white screen might appear if for example the connection drops out and the page cannot continue to function (I don't know what technologies your page is using) but once this happens without idle timeout enabled the page won't reload unless its done manually on the device or via remote management.


-Turned off Reset Wifi.  Is the Delayed Load on Startup time ok at 15 seconds.or is less better at 5. The default is actually zero, this only affects the app when the device first boots up. Its designed so that a Loading... page is displayed on boot allowing the device time to connect to wifi. 10-15 seconds is the recommended value.

Should I Force Profile Download on the device after changes are made or are the changes automatically updated? Profile changes are automatically pushed to devices from 30sec-3mins but you can force a profile download manually if you wish.

Another question, who develops your web pages? There might be some technology on the page causing this "white screen" if the internet connection drops out.


Have a great day and weekend yourself, we still reply at weekends but it might not be quite as quick!