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Content

Table of Contents
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Learning Objectives

After reading this article, you’ll be able to:

  • Troubleshoot issues on Kiosk App

see Room Display FAQ & troubleshooting

FAQ

Network related questions

Expand
titleWhy do ports 80 and 443 need to be enabled on the firewall for Qbic devices?

  • Port 80 is used for HTTP 

  • ‪Port 443 is used for HTTPS 

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 

Expand
titleWhich URLs are addressed by the Kiosk app? We need to have them whitelisted.

Kiosk app reaches out to

Kiosk app

Expand
titleHow do I log out of the Kiosk app?

To log out of the Kiosk app, you’ll need the kiosk user login details.

Info

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

Expand
titleIs it possible to turn Kiosk App 90° to see it in portrait/vertical mode?

Kiosk App is only available in landscape / horizontal modeThe Kiosk app will switch to the relevant Landscape or Portrait mode based on the screen rotation.

QBIC

Expand
titleHow to upgrade the Android version of the QBIC device?
Info

In case you remove the BOX PC of its installed location in order to perform this upgrade, make sure to connect to a display.

  • Connect the HDMI cable between BOX PC and display to visualize the steps

  • If it’s a touch screen display: Connect the USB-C cable between BOX PC and display to use touch screen functionalities

  • If it’s a normal monitor: Connect a keyboard and mouse to the BOX PC

  1. Check the current Firmware Version/Build number in Settings > About Device

  2. If the version is lower than v2.0.4, then first upgrade it to v2.0.4 version.

    1. Book a ticket to Spacewell support to get the v2.0.4 firmware file

  3. Push the firmware upgrade (v2.0.4) to the QBIC device viaDevice Control

  4. Verify the Firmware version on the device

  5. If the Firmware version is v2.0.4 you can start looking into Android 12 upgrade

    1. Book a ticket to Spacewell support to get the Android 12 zip file

  6. It’s recommended to use the “USB Drive method” to upgrade the Android version, which is a fast and easy process. (We don’t recommend to use remote firmware upgrade URL as it takes a lot of time to download the file and install.)

  7. Load the Android 12 file into the USB drive and connect it to the QBIC device.

  8. Now Go to "Settings" > "Firmware update" > "FIRMWARE UPDATE". Device will reboot automatically and install the Android 12 version.

  9. Cross check the Android version, Go to Settings → About Device → Android Version.

image-20240419-122821.png

Note

If you get an ORA error during upgrade, there is something wrong with the ZIP file. Check file name, file size etc are all the same as in the presented download file. Don’t rename the file.

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

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

Error in the last configuration download (for example when pictures failed to download)

Expand
titleexpand

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 time / clock in the app is not correct for the location

Expand
titleCheck the configured time zone (in Spacewell Workplace)

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)

Expand
titleCheck the configured NTP (on the customer network)

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”

Expand
titleexpand

When 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”

Expand
titleexpand

1. Check if the Kiosk user account in IWMS has all the correct rights to work with Reservations, for example 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?”

Expand
titleexpand

If the Device is offline in (and therefore cannot be reached through) the Device Control Platform, it is recommended to

1. Find the device by scanning the relevant IP Range in Device Control Platform > Qbic Devices.

2. Push (current) device configuration.

3. 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.

“ account is disabled”

Expand
titleexpand

1. Check if both the Workplace and IWMS accounts, that are associated with this device, are still enabled. If not, enable them.

2. Possibly the password for the account has been reset in the past and/or the “Force all users to change passwords” functionality in Studio > Settings > Security has been pushed and the device account password has not been changed since then. It is recommended to reset the password for the device in Studio > Users.

3. Check if the Kiosk user account in IWMS has all the correct rights to work with Reservations, eg for MCS:

4. Find the device by scanning the relevant IP Range in Device Control Platform > Qbic Devices.

5. Push device configuration (with modified password).

6. Now the Device should turn up as “live” in the Devices tab on the Device Control Platform

Code “XML not installed correctly”

Expand
titleexpand

When pushing the configuration on the Qbic (after scanning the IP range for devices), you have the possibility to either enter the Kiosk App APK file (select “Spacewell Kiosk app” under “What app are you installing”), so that this is installed on the device; or to enter the XML URL, that will automatically update the app when a new version is published on the Spacewell Appstore.

If you select the wrong combination of “upload file” and “What app are you installing”, you might end up seeing the screen you have in the picture – with some code about XML.

This is easily turned around by filling in the correct device configuration (eg "App > Remote Upgrade XML > Others > enter URL") and pushing this again to the device.

“Fail to play, invalid URL”

Expand
titleexpand

Provide a correct URL

“This device is already registered with another account”

Expand
titleexpand

When you want to link a device to a new room, you have to make sure to unlink/remove the link between the device and the existing configuration in Device Control > QBIC Devices.

“ Configuration not found. Please configure the device”

Expand
titleexpand

When running the installation wizard, make sure you have set up the required configuration in Device Control > QBIC Devices.

The device goes offline

Expand
titleexpand

1. How often does the device go offline? Is it possible to recognize a pattern?

2. Write the steps you might have taken to bring the device back online

3. Check the status in device control, what do you see in the snapshot image of the app?

4. try reloading the app configuration for the device

5. Turn device off and back on again? unplugged from power?

6. uninstall and reinstall the app

The device is rooted

image-20240301-102655.png

Kiosk app is not able to run on rooted devices.

If this message appears on a QBIC device, contact Spacewell Support.

“This device has not been setup”

image-20240531-083241.png

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

  • Settings > Player Settings > Switch to Native Android Mode: setting should be OFF =disabled

  • Settings > Default Home App: select QuickLauncher

Couldn’t find your error in the table above? Then try to empty the cache of the device:

  1. Go to the device and close the Kiosk app. Go to settings > advanced settings > apps > kiosk > "clear Cache" and "Clear data"

  2. Go back to the home screen on the display and launch the Kiosk app (if needed reboot the device)

  3. Once the Kiosk app is launched, on Device Control Platform, scan for the device on "Qbic devices" tab.

  4. Reconfigure the device with location, profile and theme.

Nothing worked? Then try a tabula rasa and clean install

  1. On the Device Control Platform, unlink the device

  2. Reboot (on device or through Device Control)

  3. Go to the device and close the Kiosk app. Go to settings > advanced settings > apps > kiosk > "clear Cache" and "Clear data".

  4. Factory reset the Qbic device

  5. In display settings: Check date/time toggle to “take from server” (Time server set to time.google; Time zone set to relevant time zone)

  6. In Studio: disable+enable user + reset password

  7. Device Control Tab Qbic Devices > IP scan: install latest version of the app (through “remote upgrade XML”) + config push

  8. Device Control Tab Devices: link devices

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