Difficulty: expert
Content
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Learning Objectives
After reading this article, you’ll be able to:
Troubleshoot issues on Kiosk App
FAQ
Network related questions
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Workplace API and all apps/touchpoints communicate over https i.e. 443 should be good enough. Specific to Qbic devices -> The device control platform (1st Device Control tab, specific to Qbic) communicates to the Qbic devices for hardware control over http (port 80). This is just how Qbic exposes the API, so we can't change that. If port 80 is not available, Qbic remote hardware management won't work. This is also the reason why Qbic hardware control is only available for PCs inside the same network. It's an additional security condition so that external devices don't access the Qbic API over http. In order to push configuration to QBIC devices from within Device Control: ports 80 + 443 need to be open. If you do not want to use Device Control to push configuration (no Qbic but standing kiosk; or you don’t want to scan Qbic devices in Device Control): from a pure Workplace perspective, only port 443 is needed. Yet generally PCs/devices all do have port 80 open for web communication from other apps/services, so we're not sure what impact closing it might have. Small example: if currently you enter http://go.cobundu.com/ on your browser, you are automatically redirected to httpS://go.cobundu.com/ -> you asked for an insecure URL, but either the application or the browser automatically redirected you to the secure one. On the other hand, if port 80 was disabled, your http request might just show an error "connection refused" on the browser - and not redirect anymore, because port 80 could not capture your request |
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Kiosk app reaches out to |
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Hardware related questions
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Yes, you can install the app on any other tablet device, as long as it runs the latest OS versions of iOS, Android or Windows. Other Operating systems like Tizen are not supported.
Firmware and hardware troubleshooting is not offered by Spacewell. |
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The QBIC TD1070 model comes in 2 flavors:
Check the tag/card specifications to know more about the protocol they are using and compare with below NFC compatibility list.  Of below NFC compatibility list:
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The TD1070 model has a NFC chip built-in. The individual Spacewell Workplace ID of the user needs to be written on the employee badge. Make sure to check with your IT/Security department if your badges support NFC and if they need to be (re)formatted. There needs to be plain data (direct access) on the tag (NDEF message).
Spacewell does not provide help on questions like
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QBIC Operating system
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The Qbic devices receive regular OS upgrades every few years to remain compatible with the latest IT security requirements. Spacewell collaborates with Qbic, however we can’t promise to always offer the latest Android version. Note only a very small number of Android devices around the world get security patches (mostly consumer devices like Samsung); it’s not a common practice for Digital Signages to get the same frequency of OS & security upgrades to ensure stability and “long term stable builds”. The releases do not happen very often, but they are tested very thoroughly both in terms of stability as in terms of security. The embedded Android version is stripped from all unnecessary items (e.g. there’s no PlayStore available) to guarantee better stability and security. Also, the device is completely shielded: it runs a single app and physical users have no way of breaking out of the devices launch screen. In combination with a strong firewall, one can really mitigate the risk to near-zero. You can add an extra layer of security by creating a separate network for the devices , limiting the risk of external attacks to real-zero. Most firmware upgrades can be pushed (as part of the Device Configuration Push, see Device Control for Kiosk App )), but it’s not a fully bullet proof rule. There are situations in which Qbic releases an update which cannot be pushed over-the-air and hence requires a manual update. This doesn’t happen much and is only applicable in case of big OS upgrades on the device. |
Logo/Video Best Practices
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Device Control use
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Yes, using device control you can see snapshots of the configured devices. Connected devices automatically upload a screenshot every hour
You can view the latest snapshot per device:  Or you can view an overview of all snapshots side by side:  |
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Kiosk app
| title | How do I log out of the Kiosk app? |
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To log out of the Kiosk app, you’ll need the kiosk user login details.
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If Device Account Management is enabled, the password might have been reset by Workplace to a random, auto-generated device account password. |
Tap multiple times on the Logo (top left on Kiosks; Meeting Room Displays either bottom left or top right depending on the used profile view)
You will be prompted to provide the Kiosk user login details
Return to Home: return to the Kiosk App-in-use screen
Re-Configure Device: re-start configuration (for example when you change the profile or theme)
Force Reload Configuration (for example when you changed a location name or picture in IWMS, or if you want to push custom content)
Exit: Exit the app
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Kiosk App is only available in landscape / horizontal mode. |
Troubleshooting
The Device Control Platform is a good place to start troubleshooting. When the device is not able to connect to the Platform (device is “offline”): troubleshooting on site seems to be the only possible option.
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When troubleshooting, it’s advisable to take note of the app version, profiles and themes. We recommend to take a screenshot of all the error screens you encounter in case our support team is helping |
The most common error is related to devices going offline
A Room Display can go offline due to multiple reasons. The below table lists the most common scenarios, how the app reacts to each, and whether a manual intervention is needed to bring it back online.
Offline scenario
Point of failure
Recovery mechanism
Requires manual intervention?
Internet/network connection lost
Network/hardware/ISP
Kiosk re-checks for connectivity iteratively until a successful connection is established.
No
Scheduled off/on times on Qbic
Device
Kiosk re-connects automatically when device switches on
No
Workplace API not reachable/Workplace down
Workplace back-end
Depending on the kind of error received, the Kiosk re-checks for service availability iteratively until a successful connection is established
No
Device account disabled
Device account
A device account can get disabled in the below cases:
Manually disabled in Studio by an administrator (for example in case of a security breach). As this is a manual intervention, this is not a concern.
Device tries to login with invalid credentials multiple times. This should be properly handled in the app.
Automatic recovery not possible. An admin needs to enable the device account in Studio. The app navigates back to the Wizard screen and does not recover.
Yes; An administrator can login into studio and re-enable the account. The app will reconnect automatically at the next attempt.
Device account – password changed/ needs to be changed because it has expired
Device account
A device account password can expire or change in the following ways:
An administrator changed it explicitly by logging in to Go or Studio with the same account.
The “must change password” or “Force all users to change password” option was triggered in Studio.
The “maximum password age” has elapsed.
Automatic recovery not possible. An admin needs to change the password and push new credentials. The app navigates back to the Wizard screen and does not recover.
If "Allow Kiosk to manage it’s own device account" has been enabled in the past, then the issue should not occur.
Yes, although “Allow Kiosk to manage its own device account” is available under Device Control > Settings.
Captcha input requested by server
3rd party service (ReCAPTCHA)
Captcha input is mandated when there have been too many attempts to login with invalid credentials within a short duration. This, in a way, relates back to the previous scenario.
As Captcha input is needed at an IP address level, it needs to be performed on the Device only.
Yes
Device account deleted
Workplace back-end
Cannot be recovered automatically. A new account should be created, and the app should be configured again.
Yes
Other common errors and solutions are shown in the table below
Error
Troubleshooting
The QBIC lights are no longer working
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1. did the customer try to push new colors through Device Control > Themes? 2. when leaving the app, is it possible to steer the LEDs from within the QBIC settings? |
Error in the last configuration download (e.g. room pictures failed to download and the live device is showing the fallback background option)
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Select the device(s) in device control and click on “ force reload configuration” in the bottom bar  Note: The force re-load configuration does NOT force an immediate configuration push from device control to the app. |
I changed the name/image of a room and I don't see it being reflected in the Room display
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Select the device(s) in device control and click on “ force reload configuration” in the bottom bar Note: The force re-load configuration does NOT force an immediate configuration push from device control to the app. |
The text is too small on the app: How do I make it larger?
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We suggest to make use of the Android functionalities on the device:
For QBIC TD-1050
Exit the app > Go to Settings> Display > Font Size > Large
For QBIC TD-1070 and TD-1060
Exit the app > Go to Settings:
- Display > Font Size > Large
- Display > Font Size > DPI, set to the lowest value (160)
- Display > Display Size
The time / clock in the app is not correct for the location
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1. Check the time zone configuration in IWMS (check eg overlying building) 2. Check the time zone configuration in Studio > Settings > Regional Settings 3. Check the time zone configuration on the device (In display settings: Check date/time toggle to “take from server” (Time server set to time.google) |
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Make sure the Network Time Protocol is correct in the customer network, to which the display is connected. Don’t forget that if 2 WiFi networks are configured on the device, and they have different settings / configurations, the device might switch between the WiFi networks depending on the signal strength. In this case, make sure the devices always connects to the correct network, and set the device to forget the faulty network. |
“unlock screen: type your password”
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hen trying to break out of the Kiosk App, the system will show you the “unlock screen: type your password” message when you have enabled Security for Qbic Devices on the Kiosk app Device Control Platform. As mentioned on that site (and in screenshot below): enabling this setting prevents unauthorized modification of device content on the device itself. Modifications need to be performed through Device Control. If the Device is offline in (and therefore cannot be reached through) the Device Control Platform, it is recommended to Disable the above setting. Yet, since the link between the device and Device Control Platform is broken, this change will not be propagated to the device immediately. When you now exit the app (to get to the screen with the “unlock screen: type your password” message), it should be possible to find the device by scanning the relevant IP Range in Device Control Platform > Qbic Devices. Push (current) device configuration. Now the Device should turn up as “live” in the Devices tab on the Device Control Platform As it turns out, the device might be starting an old version of the app instead of the new one. Here you need to follow the steps to uninstall, then re-install the app (Go to settings on the Device > Apps, remove the currently installed app. Then unlink device from the tenant and reinstall them from scratch like a new device.) Don’t forget to enable the Security setting on Device Control Platform when you’re done troubleshooting |
“unable to get bookings”
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1. Check if the MRD user account in IWMS has all the correct rights to work with Reservations, eg for MCS: 2. Check if MCS API connector is the latest version on Studio (if this is not the case: book a ticket to the Workplace Core team) 3. If this still does not solve the problem, it’s most likely an issue with the Workplace backend. Login into http://go.cobundu.com > web kiosk (you might need to configure this first) and try to make a reservation with the same user. This should give us the idea who can fix it: does the issue lie with mobile or Workplace backend? |
“please help us identify, are you a robot?”
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If the Device is offline in (and therefore cannot be reached through) the Device Control Platform, it is recommended to
1. Find
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Logo/Video Best Practices
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Device Control use
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Yes, using device control you can see snapshots of the configured devices. Connected devices automatically upload a screenshot every hour
You can view the latest snapshot per device: Or you can view an overview of all snapshots side by side: |
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Kiosk app
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To log out of the Kiosk app, you’ll need the kiosk user login details.
Tap multiple times on the Logo (top left on Kiosks; Meeting Room Displays either bottom left or top right depending on the used profile view) You will be prompted to provide the Kiosk user login details
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Kiosk App is only available in landscape / horizontal mode. |
Troubleshooting
The Device Control Platform is a good place to start troubleshooting. When the device is not able to connect to the Platform (device is “offline”): troubleshooting on site seems to be the only possible option.
| Info |
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When troubleshooting, it’s advisable to take note of the app version, profiles and themes. We recommend to take a screenshot of all the error screens you encounter in case our support team is helping |
The most common error is related to devices going offline
A Room Display can go offline due to multiple reasons. The below table lists the most common scenarios, how the app reacts to each, and whether a manual intervention is needed to bring it back online.
Offline scenario | Point of failure | Recovery mechanism | Requires manual intervention? |
|---|---|---|---|
Internet/network connection lost | Network/hardware/ISP | Kiosk re-checks for connectivity iteratively until a successful connection is established. | No |
Scheduled off/on times on Qbic | Device | Kiosk re-connects automatically when device switches on | No |
Workplace API not reachable/Workplace down | Workplace back-end | Depending on the kind of error received, the Kiosk re-checks for service availability iteratively until a successful connection is established | No |
Device account disabled | Device account A device account can get disabled in the below cases:
| Automatic recovery not possible. An admin needs to enable the device account in Studio. The app navigates back to the Wizard screen and does not recover. | Yes; An administrator can login into studio and re-enable the account. The app will reconnect automatically at the next attempt. |
Device account – password changed/ needs to be changed because it has expired | Device account A device account password can expire or change in the following ways:
| Automatic recovery not possible. An admin needs to change the password and push new credentials. The app navigates back to the Wizard screen and does not recover. If "Allow Kiosk to manage it’s own device account" has been enabled in the past, then the issue should not occur. | Yes, although “Allow Kiosk to manage its own device account” is available under Device Control > Settings. |
Captcha input requested by server | 3rd party service (ReCAPTCHA) | Captcha input is mandated when there have been too many attempts to login with invalid credentials within a short duration. This, in a way, relates back to the previous scenario. As Captcha input is needed at an IP address level, it needs to be performed on the Device only. | Yes |
Device account deleted | Workplace back-end | Cannot be recovered automatically. A new account should be created, and the app should be configured again. | Yes |
Other common errors and solutions are shown in the table below
Error | Troubleshooting | ||||||||||
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The QBIC lights are no longer working |
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Error in the last configuration download (e.g. room pictures failed to download and the live device is showing the fallback background option) |
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I changed the name/image of a room and I don't see it being reflected in the Room display |
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The text is too small on the app: How do I make it larger? |
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The time / clock in the app is not correct for the location |
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“unlock screen: type your password” |
“ account is disabled”  | ||||||||||
“unable to get bookings” |
Code “XML not installed correctly” 
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“please help us identify, are you a robot?” |
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“Fail to play, invalid URL”  |
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“This device is already registered with another account”  |
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“ Configuration not found. Please configure the device”  |
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“ account is disabled” |
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Code “XML not installed correctly” |
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“Fail to play, invalid URL” |
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“This device is already registered with another account” |
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“ Configuration not found. Please configure the device” |
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The device goes offline |
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The device is rooted  | Kiosk app is not able to run on rooted devices. If this message appears on a QBIC device, contact Spacewell Support. | ||||||||||
“Network is unreachable“  |
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The device goes offline |
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The device is rooted | Kiosk app is not able to run on rooted devices. If this message appears on a QBIC device, contact Spacewell Support. | “Network is unreachable“ | Make sure Private DNS is turned off in Android Network Settings depending on the chosen network settings Go back to the QBIC start screen (with the 4 tiles), check if a network connection is indicated In “Content”: type https://devicecontrol.cobundu.com/ (for the kiosk app to work, access to specific URLs is required, see https://spacewell.atlassian.net/wiki/spaces/KB/pages/24019008/Room+Display+FAQ+troubleshooting#Network-related-questions on top of this page) to check if you’re able to reach the internet If this message appears on a QBIC device, contact Spacewell Support. | ||||||||
“This device has not been setup”  | After resetting an ELO kiosk to factory settings, instead of showing the option to select eloview kiosk mode versus the android home page, the device might state it’s not been setup. We found following these steps helped to solve the issue: https://getbite.zendesk.com/hc/en-us/articles/360060235371-Switching-EloView-between-Kiosk-and-Android-Mode#:~:text=Switching%20EloView%20between%20Kiosk%20and%20Android%20Mode%201,automatically%20reboot%20and%20display%20the%20Android%20Home%20screen. | ||||||||||
Android Home screen |
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Couldn’t find your error in the table above? Then try to empty the cache of the device:
Go to the device and close the Kiosk app. Go to settings > advanced settings > apps > kiosk > "clear Cache" and "Clear data"
Go back to the home screen on the display and launch the Kiosk app (if needed reboot the device)
Once the Kiosk app is launched, on Device Control Platform, scan for the device on "Qbic devices" tab.
Reconfigure the device with location, profile and theme.
Nothing worked? Then try a tabula rasa and clean install
On the Device Control Platform, unlink the device
Reboot (on device or through Device Control)
Go to the device and close the Kiosk app. Go to settings > advanced settings > apps > kiosk > "clear Cache" and "Clear data".
Factory reset the Qbic display
In display settings: Check date/time toggle to “take from server” (Time server set to time.google; Time zone set to relevant time zone)
In Studio: disable+enable user + reset password
Device Control Tab Qbic Devices > IP scan: install latest version of the app (through “remote upgrade XML”) + config push
Device Control Tab Devices: link devices
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