Difficulty: expert

Content

1 FAQ
2 Troubleshooting

Learning Objectives

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

Troubleshoot issues on Kiosk App

see Room Display FAQ and troubleshooting

FAQ

Network related questions

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

Kiosk app reaches out to

Kiosk app

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

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

The Kiosk app will switch to the relevant Landscape or Portrait mode based on the screen rotation.

QBIC

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

Check the current Firmware Version/Build number in Settings > About Device
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
Push the firmware upgrade (v2.0.4) to the QBIC device via Device Control
Verify the Firmware version on the device
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
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.)
Load the Android 12 file into the USB drive and connect it to the QBIC device.
Now Go to "Settings" > "Firmware update" > "FIRMWARE UPDATE". Device will reboot automatically and install the Android 12 version.
Cross check the Android version, Go to Settings → About Device → Android Version.

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.

If you get an "authentication error" after the upgrade, go to Android settings to empty App Data and App Cache

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.

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?

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	3^rd 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

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 device
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

Search

Error	Troubleshooting
Error in the last configuration download (for example when pictures failed to download)
The time / clock in the app is not correct for the location
“unlock screen: type your password”
“unable to get bookings”
“please help us identify, are you a robot?”
“ account is disabled”
Code “XML not installed correctly”
“Fail to play, invalid URL”
“This device is already registered with another account”
“ Configuration not found. Please configure the device”
The device goes offline
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.
“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	Settings > Player Settings > Switch to Native Android Mode: setting should be OFF =disabled Settings > Default Home App: select QuickLauncher
Kiosk app not launching after having configured URL	See Device Control for QBIC \| Good to know

Workplace Knowledge Base (support.spacewell.com)

Kiosk FAQ and troubleshooting

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